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.