Quality Customer Service Unit

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The Department has a dedicated Quality Customer Service Unit. Our main role is to progress Customer Service initiatives throughout the Department and encourage the adoption of a Quality Customer Service ethos.

The Department’s commitment to quality service is set out in our Customer Charter, which was published in August 2004. The Charter describes the level of service our customers can expect to receive when doing business with us.

The Department is committed to providing quality, openness and transparency in the delivery of services to our customers, as set out in the principles of Quality Customer Service. Accordingly, the Department implemented its Formal Complaints Procedure in July 2003, which can be used by our customers in the event of a complaint relating to the level and standard of service provided by the Department.