Telephone Service Standards (March 2005)

When you call us, we aim to:

• Answer within 6 rings
• Identify the Organisation, Section or Department as appropriate

Before we place your call on hold, we'll:

• Explain why we need to, and ask your permission
• Offer to call you back if we are unlikely to be able to deal with your query within 5 minutes

Before we forward your call, when necessary, we'll:

• Tell you why we need to do so
• Give you the contact number for the next officer
• Tell them about your enquiry, so you don't have to repeat yourself

Before completing the call, we'll:

• Check any arrangements we've made with you
• Confirm that you feel your query has been dealt with fully
• Complete the call in a pleasant manner

We aim to improve our service standards by:

• Speaking clearly and using Plain Language
• Being friendly and polite
• Listening without interrupting
• Using your name, if you give it
• Taking responsibility for your call and providing you with comprehensive information
• Offering you an alternative method of contact if you need it

How you can help

• Before you call us, spend a little time deciding what questions you need to ask - writing them down can help
• Be prepared to quote any reference numbers shown on letters or forms. This helps us find your details as quickly as possible
• If you don't understand something that has been said, don't be afraid to ask for an explanation
• Tell us if you have difficulty using the telephone and we can arrange a more suitable way of contacting you
• Keep a record of the call, noting who you spoke to, the date of the call, and what was discussed

If you experience problems with the service we have provided, please tell us. Details of how to do this are shown below.

Abusive or Threatening Telephone Calls

We do understand that when someone is upset or angry, they won't always be calm and polite when they call us.

Although our officers will always do their best to deal with these situations, we support their right to politely end an abusive call once they've advised the caller that this is what will happen if the abuse continues.

Where a call is simply malicious, deliberately threatening, or racist in its nature, we may choose to refer the matter straight to the Police.

Has something gone wrong?

We try hard to get things right but if there has been a problem, please let us know.

You can do this by:

• Speaking with the Manager of the Department or Service
• Contacting our Customer Care and Complaints service/li>

Back to top of page...