Our Commitment

• We put the customer at the heart of everything we do
• We take pride in delivering an effective public service for Jersey
• We try to drive out waste and inefficiency
• We will always be fair, honest and act with integrity
• We constantly look for ways to improve what we do and are flexible and open to change
• We will achieve success in all we do by working together

 What happens when you make an enquiry?

• We will only refer your enquiry to another member of staff should this be absolutely necessary
• We will tell you who is dealing with your special enquiry and how long it is expected to take
• We will endeavour to meet your special requirements

What happens when you write to us?

• In normal circumstances, if you require a written response we will acknowledge or reply within 5 working days (Monday-Friday)
• If you send a comment to the Customer Services Centre and our staff there are unable to process it, they will forward your comment to the department concerned
• If the reply is detailed we will send a full response within 20 working days, unless formal processing takes longer
• We will acknowledge and reply to email and fax enquiries in the same way
• To reduce costs we will use email where an email address is given, unless you specifically ask for a response by letter

What happens when you phone us?

• We aim to answer at least 80% of all calls within 20 seconds
• We aim to return voicemail messages within one working day

What happens when you visit us?

• We will endeavour to make our services accessible to all customers

What happens when we visit you?

• When requested we will show you personal identification

To help us to help you, please….

• Provide us with the information we need to help you
• Inform us of any changes in your personal circumstances which may affect our ability to serve you
• Let us know if you are unable to keep any appointment as soon as possible
• Tell us if we have not delivered a service to your satisfaction and also when we have exceeded your expectations