Under Government policy, each State Body or agency is required to have in place a Customer Charter and Customer Action Plan.
The Customer Charter should state the State body’s commitment to providing services to its customers in accordance with the twelve Principles of Quality Customer Service for Customers and Clients of the Public Service. The Customer Action Plan sets out the specific commitments and corresponding performance indicators that define how each will be implemented.
This Response Paper summarises the comments (external and internal) received as part of the CRU’s consultation on the Customer Charter and Customer Action Plan and outlines the CRU’s response.
Proposed amendments are included in the ‘Customer Charter and Customer Action Plan – Final’. This also includes amendments proposed following meeting of the Commission on 16th September, 2020.