Customer Service Policy and Unacceptable Behaviour Policy

We are a public body and strive for good levels of customer service. While we do provide good customer service across the organisation, we did not have a document that brought together what our customers can expect from us, what we expect from our customers, and how our performance on customer services is managed and reported.

Customer Service Policy

This policy aims to increase the transparency of our performance, align our service delivery with our Values and better enable customers to hold us to account. The policy also aims to increase the likelihood that any failings in our service are highlighted and put right.

It also sets out standards of behaviour that we expect from customers in relation to our staff – something that will be supported by our Unacceptable Behaviour Policy.

For further information and to read our Customer Service Policy, please visit our ‘Customer service, complaints and procedure’ page.

Unacceptable Behaviour Policy

An Unacceptable Behaviour Policy is common in the public sector and our policy is in line with common practice.

Our staff are expected to treat our customers with courtesy, respect and fairness, and we expect our staff to be treated in the same way.

When customers behave unacceptably or unreasonably, we will refer to this policy, which defines what unacceptable and unreasonable behaviour is, and sets out what our staff can do if faced with such behaviour.

The Unacceptable Behaviour Policy can be read here.