Customer service standards

We are committed to:

• Treat our customers with courtesy and consideration.
• Provide customer service in a positive, helpful and timely manner.
• Handle customer feedback with sensitivity and honesty.
• Provide accurate and current information to the public.
• Set appropriate target turnaround times for our professional services.
• Conduct regular consultations with our stakeholders and customers to continuously develop and improve our services.
• Reply to straightforward enquiries within 3 working days, but may take longer for more complex issues. We will inform you if more time is needed.
• Attend to customers within 10 minutes of appointment time.
• Answer telephone calls within 30 seconds.