We have developed draft Customer Service Standards to let you know what you can expect from Amber Valley Borough Council. We want to know what you think of these standards.

If you have any views or changes to suggest please complete this on-line form.

 We will:

• Treat you with courtesy and respect.
• Provide information and advice in a form that can be easily understood.
• Offer an interpreting and translation service and information in large print, audio and Braille.
• Do our best to provide information about other local public services that are not provided by the Council.
• Ask for your views about services (good or bad) and use your feedback to improve them.
• Consult with you about service changes and improvements.
• Investigate any complaint about the Council's services and tell you who else can help with your complaint.
• Display these standards and ask you to let us know if we don't meet them to help us monitor our performance.
• Review our performance to make sure we are meeting these standards.

If you visit we will:

• Aim to see you within 10 minutes of your arrival.
• Make every possible effort to keep appointments and inform you in advance if we have to rearrange them.
• Have our opening hours clearly displayed.
• Ensure that all information displayed is up to date and clearly visible.
• Wear a name badge.
• Offer private interview facilities at our main council office in Ripley.

If you telephone we will:

• Greet you courteously and tell you who you are speaking to.
• Aim to answer calls within 5 rings.
• Tell you the name of the person or service you are being connected to if we have to transfer your call.
• Offer to call you back at an agreed time if we cannot help you straightaway.
• Respond to voice mail messages within one working day.

If you write, e-mail or fax us we will:

• Answer straightforward enquiries within 5 working days.
• Answer more complicated enquiries within 10 working days or where this is not possible let you know when you will receive a response.
• Make sure that we use plain language which is clear and easy to understand.

You can help us by:

• Giving us all the information we need to help you.
• Letting us know if you have any special or individual needs.
• Treating us and other customers with courtesy and respect.
• Making an appointment if you need to see a specific officer.
• Turning up to your appointment on time.