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Elmbridge Borough Council's

Introduction
Elmbridge is committed to continually improve our services to provide you, the customer, the best possible service we can. This Customer Charter sets out the standards we aim to achieve and the way that we will serve our customers by:

• outlining what standards you should expect when you contact us;
• letting our staff know what we expect of them;
• encouraging you to make comments and give feedback so that we can make our services better and
• if we fail to meet these standards, or if you are unhappy with a service, telling you what you can do.
  

To meet these aims we will deal with you quickly, efficiently, fairly, honestly and politely. We will respect your right to confidentiality and will be reliable and trustworthy.

It is acknowledged that in many cases, people who use the services of the Council have no choice for providing the service they require, and as such are not truly 'customers', but in the absence of a more accurate description, will be referred to as customers in the broadest sense throughout this section of the website.

Standards
The standards we are aiming to meet when we deal with you are detailed on the following pages:

• |In person
• |On the telephone
• |In writing
  

Contacting the Council
There are a number of ways you can |contact the Council. You can write, fax, telephone, email, text or visit the Civic Centre. Also to save time you can email or directly call the |Officer Responsible for the area you are enquiring about.

Complaints
If you are unhappy with the service you have received please look at details of our |complaints policy and procedure or |you can access and download our Customer Care leaflet online.

Have your say
Through our |consultation process, we hope to give our residents every opportunity to participate in Council decisions.

Freedom of Information
The second part of the Freedom of Information Act came into effect from 1 January 2005. From this date you may write to or email the Council to ask for access to any information. For more information please visit the |Freedom of Information pages.

Respect for staff
We believe both our customers and staff have a right to be treated with respect and courtesy. We reserve the right to take the appropriate action against those who are not prepared to deal with our staff in a reasonable manner. This may include legal action against offenders and exclusion from the Council's service provision. If you are dissatisfied with the service you receive please ask a member of staff for a copy of the Council's complaints procedure.