Customer Care Charter

Our Customer Care Charter details how we promise to work with our customers. This Charter outlines what we will do for you, the standards of service you can expect, anticipated timescales, and what we expect of people who contact us.

We will:

Quickly identify your needs and let you know how we may be able to help.

Clearly explain what information we need from you, our process and tell you how long we think each stage will take.

Treat the information you give us with confidentiality, in line with company and GDPR policies.

Adapt our communication methods to meet your needs and offer information in an accessible format, including in Welsh.

Give you information in a way you understand; checking that you fully understand any information we provide to you.

Acknowledge e-mails within two working days. This may be an autoreply in the first instance, which will then provide further information on the timescales for a more substantive response.

Answer the telephone in a timely and professional manner.

Treat you with respect.

Be polite, friendly, and open to your feedback.

Continually explore new and better ways of delivering our service.

Not provide any external legal, clinical or practice advice but will endeavour to signpost you to organisations or services that may be able to assist you.
Acknowledge our mistakes when things go wrong and try to put them right.

To help us, we would like you to:

Treat us politely and with respect.

Provide us with all the information required for us to help you in a timely manner.

Service level agreement

Department	Channel (Calls/E-mails, letters, social media, voicemails etc.)	Response Time
Governance (IG)	Freedom of Information requests	20 working days
Governance (IG)	Subject Access Requests	1 month from the date of request
Governance (IG)	Right-to-be-forgotten requests	1 month from the date of request
Governance (IG)	Data Breaches	72 hours
Governance (Diary admin)	Executive Office & Assistant Inbox Emails	ASAP - 2 working days (Depending if urgent/non-urgent)
Governance (Diary admin)	Letters/Correspondences	24 hours - 2 working days (Acknowledgement/Standard Response)
Governance (Diary admin)	Meeting requests	ASAP - 2 working days (Depending if urgent/non-urgent)
Governance (Diary admin)	Voicemails	24 hours - 2 working days (Depending if urgent/non-urgent)
Governance (Diary admin)	Calls	ASAP - 2 working days (Depending if urgent/non-urgent)
Legal (internal FTP queries)	Letter, email, voicemail, or call	Acknowledge and action within 5 working days (unless urgent)
Legal (internal non-FTP queries)	Letter, email, voicemail, or call	Acknowledge within 5 working days and action within 10 working days (unless urgent)
Legal (external queries)	Voicemail or call	Acknowledge within 2 working days and action within 10 working days (unless urgent)
Legal (external queries)	Letter or email	Acknowledge within 5 working days and action within 10 working days (unless urgent)
Illegal practice complaint or strategic planning (internal or external)	Voicemail or call	Acknowledge within 2 working days and action within 10 working days (unless urgent)
Illegal practice complaint or strategic planning (internal or external)	Letter or email	Acknowledge within 5 working days and action within 10 working days (unless urgent)
Hearings	Emails received internally from other departments	5 working days
Hearings	Emails received from external stakeholders	Acknowledge and action within 5 working days (unless urgent)
Hearings	Voicemails	24 hours - 2 working days (Depending if urgent/non-urgent)
Hearings	Calls	24 hours - 2 working days (Depending if urgent/non-urgent)
CPD	Voicemail or Email	Automated response (immediate) for both, with action within 5 working days
Registration	Emails (normal period)	Immediate auto-reponse, reponse within 3 working days
Registration	Emails (peak period)	Immediate auto-reponse, reponse within 5 working days
Registration	Calls	Same day
Registration	Voicemails	24 hours
Education	Emails	5 working days
Education	Voicemails	5 working days
Facilities	Emails (normal period)	Immediate auto-reponse, reponse within 3 working days
Facilities	Emails (busy period)	Immediate auto-reponse, reponse within 5 working days
Facilities	Calls	Same day
Facilities	Voicemails	24 hours
Facilities	Incoming and outgoing mail	3 working days
Facilities	Bookings (with authorisation and codes)	3 working days
Facilities	Admin requests	3 working days
Facilities	Individual DSE assessments	ASAP
Facilities	Other H&S assessmenst	ASAP
Facilities	Emergency M&E Repairs	24 hours
Facilities	Other non-emergency repairs	7 working days
Facilities	Meeting rooms and catering support	on any given day before, during and after
Regulatory Operations	Complainant feedback on GOC investigations (emails)	14 days
Regulatory Operations	Complainant/Registrant updates	12 weeks (since last update)
Regulatory Operations	Invoices (received from expert witness, case examiners, health assessments)	30 days
Regulatory Operations	Acknowledge new complaints	2 working days
Regulatory Operations	Officer to send intro to complainant after allocation	2 working days
Regulatory Operations	Notify complainant of triage decision	2 working days
Regulatory Operations	Triage decision appeals	Acknowledge ASAP. Director outcome within 21 days
Regulatory Operations	Data breaches	Notify line manager and Governance immediately
Regulatory Operations	Stage two notification letters	Within five days
Regulatory Operations	Stage two employers	Notify within five days of receiving their details
Regulatory Operations	Registrant representations	Given 28 days to respond
Regulatory Operations	Complainant response to representations	Given 14 days to respond
Regulatory Operations	Send to case examiners	Acknowledge and send to case examiners within two days
Comms	Emails	5 days unless urgent
Policy & Standards	Email, call, and voicemail	Acknowledge and action within 10 working days (unless another reg body or gov organisation)