| Access to information
Our service standards for 2008-2009
Our service standards for access to information requests
tell you the level of service you can expect from us, including
how long it will take us to do things.
We work hard to meet our service
standards, but accept that there will be circumstances when
we are unable to do so. If this happens with an application,
we will tell you why we are unable to meet our standards and
when you can expect us to carry out the work.
If you feel that we have failed
to meet any of our timeliness standards for applications (i.e.
we have not done something within the timescale we have set)
and we have not written to you to explain why, please
contact us.
If you feel that we have failed
to meet any of our other standards or not given the level of
service you are entitled to expect, you can read information
about our complaints procedure, either on our
website or by contacting our Communications Department on
tel 0131 240 1985.
Publications Scheme service standards
Our commitment to you
We want to provide a good service to all our customers. We have service standards for Freedom of Information requests to tell you what you can expect from us, including how long it will take us to do things. We work hard to meet our service standards, but sometimes for a good reason we cannot do so. If this happens, we will tell you why we could not meet our standards and when you can expect us to carry out the work.
- By law, we must deal with requests for information under the Act within 20 working days.
- We will acknowledge your letters within 7 working days of receiving them and give you a full written reply within 20 working days. If, in exceptional circumstances, we cannot reply fully in 20 working days, we will tell you why, and when we will be able to do so.
- If you telephone us, we will answer your call promptly. If we cannot respond immediately to your request for information, we will call you back by close of business the next working day. If the issue cannot be dealt with immediately, we will respond fully within 20 working days. If, in exceptional circumstances, we cannot respond fully in 20 working days, we will tell you why, and when we will be able to do so.
- If you make a complaint about the service we have provided, we will look into the complaint and reply within 28 calendar days.
- If you make an appointment and come to our office in person, we will see you quickly. We will try to answer any questions fully during the meeting. However, if we cannot, we will arrange a date for another meeting, or for someone to write to you within 20 working days of your visit, or for someone to telephone you within 5 working days.
- If you do not have an appointment and come to our office in person, we will take details of your query within 15 minutes of your arrival. We will arrange a date for a further meeting or for someone to write to you within 20 working days of your visit or for someone to telephone you within 5 working days.
- Where the matter is urgent and you tell us, we will make sure we respond as soon as we can using the most suitable method of communication (such as telephone, fax or e-mail).
- Whether you write, telephone or visit our offices, we will always treat you with courtesy and respect. We will tell you the names of the staff you are dealing with.
- When we can supply the information you ask for, we will do so. If we cannot - perhaps because of someone's right to confidentiality - we will explain this to you.
Notes
- We count Monday, Tuesday, Wednesday, Thursday and Friday as working days, excluding public holidays.
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