Customer Charter DL Leaflet - Taunton Deane Borough Council

Comments and ComplaintsAs a Council we are committed to delivering highqualityservices. We value your feedback. Itenables us to resolve problems and improve ourservices. All comments and complaints are takenseriously and handled confidentially.We have a process for dealing with customerfeedback, including complaints, and a separate formis available which explains what you can expectfrom us.Monitoring ComplaintsAs we want to learn from complaints we willrecord and review them.We will also send you acomplaints feedback form, asking how satisfied youwere with the way your complaint was handledand the outcome.Regular reports go to senior managers and theCouncil’s review board. The report will include thenumber and type of complaints received, as well aswhat actions we are taking to avoid futureoccurrences. The report will not include personaldetails. The information you give us will only beused for the purpose of dealing with yourcomplaint and reviewing our services.The Council’s complaints procedure can befound on our website.If you require furtherinformation please contact:✎ Customer Services,Taunton Deane Borough CouncilThe Deane House, Belvedere RoadTAUNTON, TA1 1HE Tel: 01823 356356 Email: enquiries@tauntondeane.gov.ukWeb: www.tauntondeane.gov.ukIf you would like this document translatedinto other languages or in Braille, largeprint, audio tape or CD, please contact us.CustomerCharterTo make sure you receive thebest possible service fromTaunton Deane BoroughCouncil, customer standardshave been introduced that setout the level of service you canexpect from us.Taunton Deane Design & Print.sgir8730/03/07

As part of our agreed standards,we will:• be courteous and helpful• listen to you and make every effort to help• always try to help you at your first point ofcontact• promote equality regardless of race,religious belief, disability, gender, sexualorientation or age• not discriminate nor permit discriminationagainst anyone• provide information in clear and simpleterms• keep any information you give usconfidential unless we have your expressconsent that we may share it. While wewill not normally share your informationwith a third party there are exceptions tothis, for example where we must giveinformation to the police or where wehave to act in an emergency• encourage you to comment on ourservices. We welcome feedback andinvestigate any complaint made about ourservicesWhen you telephone us:• we aim to answer 80% of calls within 30seconds and to ensure you are put throughto the right person• we aim to deal effectively with 80% of alltelephone calls at the first point of contact• if your call needs to be transferred, we willtell you who you are being connected to• once transferred to the correct service, ifyou leave a message, we will return yourcall within one working dayWhen you visit us:• the receptionist will try to see you asquickly as possible• we aim to respond to 75% of personalcallers within five minutes• if we have to keep you waiting we willexplain whyWhen you send us a letter,fax or email:• we will normally acknowledge yourcorrespondence within one working day• we will give a full response within 10working days• if we need longer to give you a fullresponse we will contact you and explainwhyWe ask that you:• treat our staff with respect• understand if we are experiencingtemporary problems• provide all the relevant information to helpus deal with your request efficiently• do not verbally or physically abuse Councilstaff – we will not tolerate any of our staffbeing abused in any manner• do not attend the Council offices under theinfluence of alcohol or drugs