Local Taxation Customer Care Charter
Introduction
The Revenues Division Local Taxation Customer Care Charter:
- sets out our promise about how we will deliver the Council Tax
and Business Rates services;
- sets out the standards which we aim for in delivering those
services;
- tells you about our complaints policy.
To help us provide a high standard of customer care, staff who
deal with the public will receive relevant training.
This Charter will be updated whenever we introduce improvements
to our services.
Feedback
We want to continue to improve the standard of the services
which we provide and we welcome any feedback on how well you think
we do in delivering those services.
Please send your comments to:
Head of Revenues Services,
Civic Centre,
Neath.
SA11 3QZ
Our Promise
- We will deal with you courteously, efficiently and
professionally in a way which is sensitive to your individual
needs.
- We will respect your privacy and keep any information about you
confidential.
- We will provide a fair and unbiased service, irrespective of
your race, religion, sex, sexual orientation, age or
disability.
- We will always try to see you promptly but at some peak times
we may have to ask you to wait for a short time.
- We are happy to make an appointment to see you at a particular
time.
- arrange for someone to talk to you in Welsh;
- arrange for correspondence sent to you to be in Welsh.
- If you are visually impaired, we will arrange for
correspondence to be sent to you in large print.
- We will help you to fill in any application forms for our
services.
- If you do not understand anything which we tell you or send to
you, we will be happy to explain it further.
- When we visit you, our visiting officers will always show you
their identification card.
- If we make a mistake, we will correct it as quickly as
possible.
Service Standards
- We aim to answer letters and e-mails within 8 working
days.
- We aim to answer telephone calls within 12 seconds.
- We aim to action changes to accounts within 10 working
days.
- We aim to action changes to the Valuation List and Rating List
within 10 working days of notification by the Valuation
Officer.
Complaints
If you have a complaint about our services, please tell us so
that we can investigate and where necessary put the matter
right.
In accordance with the Council's Complaints Procedure, we aim to
reply in full to complaints within 10 working days. If we cannot
reply in this timescale, we will tell you when to expect a
reply.
Please send your complaints to:
Head of Revenues Services,
Civic Centre,
Neath
SA11 3QZ
This leaflet is also available in large print or braille.
April 2001