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Service Standards
The Agency's service standards are set out in our Customer Charter. Any complaint about the delivery of an Agency service can be brought to a Director of the Agency.
We will fully investigate the complaint and respond within ten working days. If the person complaining is not satisfied with the response he/she can raise it with the Chief Executive who will reply within ten working days.
If the individual is still not satisfied he/she can refer the matter to 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 here.
Deducting training costs from final pay
This section covers deducting training costs from final pay.
Pay in Lieu of Notice (PILON)
A payment in lieu of notice is made in circumstances where an employee is not required to work their notice period but is paid a sum of money instead.
Qualifying periods
Most people are entitled to the rights outlined below. However, in many cases, qualifying conditions must be fulfilled before a right may be claimed. Some rights apply to all employees as soon as they start work; others depend on factors such as length of service, continuity of employment and activities in addition to the job, for example, union work.
Discrimination when hiring
Fair treatment is not just a moral and legal obligation but makes good business sense. Employers who treat employees fairly will be best placed to recruit and retain staff in an increasingly diverse and competitive labour market.
Jury service
Jury service is a public duty.
Details a written statement must contain
Employers are required to provide employees with a written statement of particulars of employment within two months of the commencement of employment.
Contractor versus Employee versus Worker
Employees, workers and contractors have different rights and responsibilities.
Time off for trade union duties and activities
An employee who is an official of an independent trade union is entitled to paid time off in certain circumstances.
Trade Union duties and activities
An employee who is an official of an independent trade union which is recognised by the employer must be allowed reasonable time off with pay during working hours to: