We will:

• make sure that all written commuication is clear, concise and uses plain english or other languages required
• make sure all our forms have clear instructions and are easy to understand and complete
• provide information in a range of formats; and
• ask the Residents Editorial Panel to look at information to ensure it is clear, jargon free and easy to follow
• respond to all enquiries and requests within 5 working days or earlier if the matter is of a more urgent nature
• respond to all written correspondence within 10 working days of receipt
• respond to telephone messages within 1 working day
• acknowledge reciept of enquiries and advise of action being taken when an answer cannot be given immediately
• ensure visitors to The Garth reception do not wait longer than 5 minutes to make an initial enquiry or payment, except in exceptional circumstances

You will:

• tell us if you need help to understand any information that we send you
• tell us if you need help to complete a form
• tell us if you would like more information about specific services
• be reasonable about what you consider to be an urgent and non urgent enquiry
• be considerate during times of staff abscence; and
• appreciate that in some circumstances an immediate answer to your enquiry may not always be possible