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Customer Care Statement
Novos aims to set clear standards of service and to regularly review and improve performance. Our resources will be used effectively and efficiently in order to provide the highest standard of service to all stakeholders.
Novos will openly provide clear information about its services, which will be easily accessible to everyone who needs them. All enquiries and complaints will be dealt with in a prompt manner. Present and potential users of Novos services will be consulted with, and their views will be used to continually improve the service provided.
Six Standards for Customer Care
1. Responding to correspondence
Novos will answer all correspondence from the public - including letters, faxes and emails - in a fast and clear manner.
Target:
- To answer all correspondence within 10 working days.
2. Appointments
Novos staff will see people punctually when an appointment has been made at its office. If no appointment has been made, Novos staff will endeavour to see people as promptly as is reasonably possible.
Targets:
- To see people within 10 minutes of any appointment that has been made.
- Maximum length of time a person without an appointment time should have to wait before they are seen is 15 minutes.
3. Answering telephone calls
Each department will answer telephone calls in a fast and helpful manner.
Target:
- To answer calls to designated telephone enquiry points within six rings.
4. Information
Novos will provide clear and straightforward information about its services and those of related providers to help customers find the information needed.
Target:
- To have a telephone enquiry numbers and email address for enquiries.
5. Complaints procedures
Novos will publicise a complaints procedure for the service it provides, and promptly deal with any complaints received.
Target:
- To have complaints procedure documents available at Novos reception.
- To deal with any complaints within 20 working days.
6. Access of services to all
Novos will do everything that is reasonably possible to make its services available to everyone, including people with special needs.
Target:
- To consult with users and potential users regularly about the service Novos provides, and report on the results.
- To implement changes in service as a result of the consultation.
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