Since 2003, public service organisations have been producing Customer Charters, to build upon the improvements in customer service brought about by the introduction of Customer Action Plans across the public service some six years earlier. A Customer Charter is a short statement describing the level of service a customer is entitled to expect when dealing with a public service organisation. It is intended to focus on those issues that are important to customers rather then covering everything an organisation does or concentrating on internal policies or processes.
The SFPA Customer Charter outlines our commitment to providing quality service to our customers and defines our service standards in clear and simple language. It also provides information on how customer input can contribute to the improvement of services provided and on issues such as complaints procedures and Freedom of Information.