Customer Charter

Our customer commitments

We intend to give you the best possible service. We aim to achieve this by:

  • Treating customers fairly, impartially and with courtesy and respect. This applies to all methods of communication.
  • Ensuring that rights to equal treatment are upheld in the delivery of our services.
  • Accommodating any special needs our customers may have.
  • Respecting the confidentiality of any personal information you provide to us and only using it in accordance with the law.
  • Monitoring and reporting our performance annually.

What to expect when you contact us

Our information

  • We aim to provide clear, accurate, accessible, relevant and up-to-date information.
  • We will provide this information through our staff, our publications and our website. We will ensure that important public information material is available in a variety of accessible formats.
  • We will maintain our website as an accessible comprehensive source of information on all aspects of our work.

When you contact us by letter or email

  • We aim to acknowledge all correspondence within 3 working days.
  • We will keep you informed of progress and will send you detailed correspondence within 15 working days.
  • If this is not possible, we will write to explaining the reason for the delay and tell you when you can expect a full reply.
  • All correspondence from us will be in clear and plain language.

When you visit our public offices

  • We will be helpful, professional, and courteous. We ask that you afford our staff the same consideration.
  • Ensure our reception is staffed.
  • Our meeting facilities will be accessible and comply with health and safety standards.
  • We will facilitate access for people with disabilities and people with other specific requirements.

Customer responsibilities

To make our service better, we ask that you:

  • have any information ready that will help us with your query.
  • give full and accurate information.
  • treat our staff with courtesy and respect

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