Customer Services Charter

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We have produced a customer services charter to make sure that we provide you with a high standard of customer service.

The charter sets out the quality of customer service you can expect from us, and offers advice on how you can help us to improve our service to you.

The charter is our promise to provide consistent, professional and high-quality customer service that meets your needs by:

• providing you with quick, accurate, easy-to-understand and personal responses to your questions and requests for a service and by keeping you up to date
• making sure there are simple, flexible and suitable ways for you to use our services and making sure we meet your needs
• making more services and information available on our website
• making sure the information we need to deal with your enquiries and requests for a service is up to date and that we keep your information confidential, safe and secure
• making sure our employees treat you fairly and with respect and deliver the highest standards by being knowledgeable, polite, and understanding your needs
• asking you what you think about our service and keeping you up to date about our performance, and using this information to improve how we do things, and
• working effectively and efficiently with our partner organisations.

You can help us by:

• letting us know if you have any needs that may affect how we provide your service
• having the right documents and information available when you contact us
• keeping your appointments with us or contacting us early to arrange a different appointment
• being patient and polite when you talk to us, and
• telling us what you think about our service and how well you think we are doing.

Complaints and comments

We want to hear what you think about your experience as a customer, good or bad, and we have a complaints and comments procedure so you can do this.

You can tell us what you think by:

• going to any council office or facility
• sending an email to chiefexec@renfrewshire.gov.uk
• phoning 0141 842 5000
• sending a letter to Renfrewshire Council, Renfrewshire House, Cotton Street, Paisley PA1 1UJ