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Customer Service Standards

This section details the levels of service you can expect from CPD when:

We make an appointment to see you:

When we make an appointment to meet you we will aim to do the following:-

  • Arrive promptly or, if you are calling to see us, see you at the appointed time. On occasions when we are delayed, due to circumstances beyond our control, we will make every effort to advise you of this and agree a new time.

You write to us or email us:

When you write to us or e-mail us we will aim to do the following:-

  • Acknowledge all formal correspondence upon receipt and follow-up with a full reply within 10 working days. If we cannot give you a full reply within this timescale we will write to you and advise when you can expect to receive a response; and
  • Make sure all our correspondence is clear and presentable.

You contact us by telephone:

You may phone us between 9.00 am and 5.00 pm Monday to Friday. When you phone us we will aim to ensure your call is answered promptly. If the person you wish to speak to is not available, you may leave a message or we will try to get someone else who can help you. If we cannot help you immediately we will call you back before the end of the next working day.

If you do not have the direct line number of the member of staff you want to contact, our general enquiries number is 028 90816200.

Accessibility:

We will take steps to ensure that our services and buildings are accessible to all our customers and suppliers and we will do our best to cater for those with special needs or whose first language is not English.

Consulting you:

We are continually striving to improve our services and in doing so we believe it is essential to consult the people who use our services. In light of this, project specific questionnaires are issued to obtain feedback.

We do not meet your expectations

Although we aim to provide a high quality, efficient and professional service, things can occasionally go wrong and we are keen to learn from our mistakes. If you feel that we have not lived up to our own high standards, or that our service did not meet your expectations, then we would welcome your feedback.

Customer Complaint/Dispute Resolution Process

Customer Complaints will be addressed via the CPD Complaint/Dispute Resolution Process (pdf, 62KB) details of which can be found in your Departmental Service Level Agreement (SLA).

  1. The Client Advisor, Project Manager, Procurement Officer (CA/PM/PO) will advise the customer representative of the SLA Dispute Resolution procedure escalation process and the at the earliest available opportunity after the receipt of a request for work, (issuing a copy of the diagram above might suffice).
  2. Upon being notified of an issue by a customer, the CA/PM/PO will seek to resolve the issue immediately, however, if the issue remains unresolved it must be referred to the relevant Grade 7 (G7) for review and resolution.
  3. Once notified the G7 will immediately issue a Customer Feedbak Form to capture the customer feedback and help determine fully the nature of the issue.
  4. Upon receipt of the fully completed form the G7 will seek to resolve the issue with the customer within 5 days of receipt.
  5. If the issue cannot be resolved by the G7 within the 5 day timeframe they must notify their Grade 6 Deputy Divisional Director (DDD) and assigned departmental Key Account Manager (KAM), if different, by email and the matter immediately referred to the DDD/KAM for review and resolution within 10 working days of receipt of the email.
  6. If the issue cannot be resolved by the DDD/KAM it will automatically be referred to the relevant Divisional Director, by email with all relevant information, for resolution under the terms of the SLA with the Departmental Finance Director or their representative, within 20 working days of referral.

If the matter still remains unresolved it will finally be escalated to the Director of CPD who will seek resolution with the requisite Departmental Permanent Secretary.

Supplier Complaints

Full details of CPD's formal and informal Supplier complaints procedure can be found in the CPD Supplier Charter.