The Patent and Design Journal 6085 - Intellectual Property Office

4 January 2006 Patents and Designs Journal No. 6085 iii
Regular Notices - cont
Customer Service Standards
What service can you expect from us?
Our aim is to administer the intellectual property legislation fairly and consistently. We
believe it is important that you should know what you can expect from us and so we set
specific standards for our dealings with you. Our guiding principles are that you may expect
to:-
• be treated fairly;
• be treated courteously; and
• get help from us with your application.
To achieve this we aim to do the following:
• publish details of all the applications for Intellectual Property Rights (IPR) we accept,
and publish major decisions which lay down new principles or reinforce existing
ones for the grant and protection of IPR;
• always explain and give reasons for our decisions and give you the chance to
challenge them;
• be positive and helpful to you; and
• staff our enquiry points from 09:00 to 17:00
The standards, including the performance against them for the quarter January to March
2005 are set out below. Performance will continue to be monitored with the results
updated quarterly.
See that vistors are met from reception and taken to their meeting within 10
minutes of the time of their appointment.
Answer letters and faxes of general enquiry clearly within 5 working days of
receipt or explain why not.
100%
95.2%
Answer e-mails of general enquiry within 1 day of receipt or explain why not. 98%
Answer telephone calls promptly and ensure enquiries are dealt with
courteously and professionally.
The following reflect the standards of service we will provide
Provide clear information about our services.
91%