Standards of service

We are committed to being a best practice, customer service organisation. To fulfil this commitment we have updated our customer charter which sets out the service and standards stakeholders can expect from us, as well as the standards we expect from the organisations that work with us.

Furthermore, we are committed to improving our regulatory services and making ourselves more responsive to our stakeholders. To ensure we meet this commitment, we undertake an annual customer service satisfaction survey for Environmental Bodies (EBs) enrolled with us. The results of the most recent survey are available here.

Our customer charter clearly outlines our enquiry handling standards which were updated in our 2015-2018 Corporate Plan. Within this we commit to respond to enquiries in a timely and appropriate way. When receiving requests for information we will adhere to the following standards:

  • If you write to us by letter, fax or email we will acknowledge the request within 24 hours of receipt (during working hours) and we will provide an estimated time by which we will be able to provide you with a full response to the request.
  • If you telephone us we will provide you with a full response at the time of your call, or if this is not possible, we will provide a full response within five working days.
  • If we can't meet these targets, we will let you know why and will advise you when you will receive a full response.

 

We will identify ourselved by name in all correspondence, on the telephone and in face-to-face contact with you. Our staff details including roles and responsibilities are available on our website.