Service Standards
The service standards set by the Agency are consistent with those set by Government in the Citizen's Charter. All Agency staff are aware of the quality of service that we aim to provide. Any complaint about the delivery of a service can be taken up through a Director of the Agency. All complaints will be investigated fully and responded to within five working days. If the person complaining is still not satisfied he/she may raise the matter with the Chief Executive who will reply within seven working days. If the person is not satisfied with the Chief Executive's response they may refer the matter to the Commissioner of Complaints, also known as the Ombudsman. A copy of the Agency's Customer Complaints Procedure which includes guidance on raising a complaint is available from the Agency.or can be downloaded from this website.
In all its work the Agency's Board and staff will ensure that the Agency's independence is maintained and always exercised. All Agency staff are committed to providing impartial advice and support in seeking to introduce good employment practices and improve workplace employment relations.