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.