PUBLICATION SCHEME

Section 8 How to get access to information under this Publication Scheme

We aim to provide as much as possible of the items from our Publication Scheme on our website at www.slab.org.uk. This should be the first place to look for information. Our website has a search function that can help you find the information you want.

You can also ask for items from our Publication Scheme by telephone, e-mail, fax, or in writing. If you want paper copies of any documents in our scheme, please contact us:

• online: our website at www.slab.org.uk
  
• e-mail: foi@slab.org.uk
  
• write to:
  FOI publication requests
  Communications Department
  Scottish Legal Aid Board
  44 Drumsheugh Gardens
  Edinburgh
  EH3 7SW
  
  
• telephone: 0131 240 1985 (this number is available 24 hours a day, 7 days a week – please leave a clear message)

• fax: 0131 220 4878 – please mark your fax “FOI publication request, Communications Department”.

When contacting us, it will help if you tell us:

• your name
• your postal address, including postcode
• your daytime telephone number, so we can call you if we need to clarify or get more information about your request
• the information or documents you wish to see
• if we have said a fee is chargeable

Personal visits

You may prefer to visit us in person to ask for or get information from our Publication Scheme. It is helpful if you contact us first to arrange an appointment.

Our service 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.

Note: we count Monday, Tuesday, Wednesday, Thursday and Friday as working days, excluding public holidays.

Information available in different languages or formats

The Board is committed to:

• developing and promoting equality of opportunity for all
• ensuring the information we provide is as accessible as possible and
• complying fully with all equal opportunities legislation.

We already publish some information in languages other than English (including Arabic, Bengali, Chinese, Farsi, Gaelic, Hindi, Punjabi, Turkish and Urdu) and in alternative formats (for example, in Braille, large print, audiotape or various computer formats). In appendix 1, Information available, we show where information is available in other languages and formats – if available for a particular class of information we say so in the format section.

If our information is not readily available in the language or format you want, on request we may be able to translate documents or produce information in the format you need. If you need information from us in a specific language or format, you are welcome to contact us to discuss this further.