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. 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:
We will identify ourselves 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.