Customer Care Charter
Torfaen aims to give the highest standards of customer care to all members of the community. This approach will be developed through identified standards that ensure customer satisfaction is at the heart of everything we do.
We are committed to delivering high quality services which are responsive, efficient and provided by people who care.
We aim to take an open and honest approach in all our dealings with our customer.
Statement Of Values
We will:
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Provide a high quality bilingual service that meets the requirements of the customer;
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Have a mutual respect between officers and customers;
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Ensure that all our staff undertake telephone training to provide a better service for our customers;
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Ensure that all written correspondence is well set out and easily understandable;
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Publish our service standards annually and be accountable for our performance;
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Respond to complaints according to our published policies;
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Apologise and do our best to put things right if we make a mistake.
Consultation
At Torfaen we are committed to raising our standards.
We will do this by:
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Regularly consulting with our customers and using the feedback from this to make changes in our service;
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Developing our methods of consultation;
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Putting into effect all reasonable suggestions from our cusomers within our available resources;
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Ensure there is equality and fairness in everything we do;
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Present and promote a professional image at all times;
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Try our best to get things right first time, every time;
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Have locally available access points;
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Try to understand customer needs and act upon them;
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Measure our performance and challenge everything we do;
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Consult with customers regularly;
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Respond to customer feedback in a positive manner.
Communications
Torfaen understands how good communication can improve our service.
We promise to:
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Answer the telephone promptly and politely with the correct bilingual greeting;
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Respond promptly to any concerns raised about our services;
Standards For Our Customer Care Services
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At our Customer Centres we aim to resolve at least 80% of enquiries at the first point of contact;
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We will only refer an enquiry to another department if it is absolutely necessary;
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Our staff will always give their names when dealing with our customers and all front line staff will wear identity badges;
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We will contact our customers when we say we will.
Accessibility
Our services will be easily accessible either by personal visits to our Customer Care Centres, by telephone to Call Torfaen or via our Council Website:
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We will always offer a welcoming and professional service;
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Our reception area will provide services that all our customers can easily access;
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We will do our best to provide facilities and information for our disabled customers and for customers from ethnic minorities;
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We will aim to treat the English and Welsh Languages equally. Customers are welcome to conduct their business in their preferred language and the Council will aim to cater for requests in Welsh in the same way as it would in English and to the same timescale.
Quality
Torfaen are committed to providing a quality service which meets our customer's needs:
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Our customers will be treated confidentailly and with respect;
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Our staff will always act professionally;
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We will ensure our staff have the skills and training to deal with our customers' enquiries;
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We will regularly monitor the quality of our customer care services.
Help Us To Improve
For your enquiry to be dealt with as quickly as possible please provide us wil all the information we need:
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Inform us of any changes in your personal circumstances which may affect any service provided to you;
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Tell us if we have not delivered a service to a satisfactory level and also when we exceed your expectations;
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Let us have your suggestions for improving our services.
If You Are Not Satisfied
At Torfaen we aim to provide all our customers with an efficient and effective service. We realise that sometimes things can go wrong. When this happens we promise to: