Customer charter
Throughout 2023 and 2024, we tested the aims of our vision through focus groups and a thorough process review. This has shaped our objectives for how we operate and our approach to customer contact.
The feedback from 205 focus group participants indicated that clear communication about what is happening and when is essential. This insight has been incorporated into our framework, which will guide future improvements.
Our Customer Charter
We are committed to delivering an excellent, consistent customer experience by placing our customers at the centre of everything we do. Our charter sets out our promises and the standards we aim to meet.
The Customer Charter applies to all staff, elected representatives, and contractors involved in engaging with internal (Highland Council) and external customers (service users, stakeholders, advocates, and organisations).
For young people in education settings, see Promoting Positive Relationships.
We will do our part by:
- responding promptly to your requests, first time whenever possible, and keeping you informed about what happens next and when
- providing multiple ways to access our services that suit how you prefer to contact us
- making online interactions quicker and easier
- protecting your information and respecting your privacy
- seeking satisfactory solutions with a positive, can-do attitude within our resources
- using clear language and avoiding jargon
- responding within our stated timescales
To support us, we ask you to:
- use the available contact methods published by us
- acknowledge that your request may be shared with other Council staff or services to resolve it
- understand we may not be able to meet every need
- be aware of our financial constraints
- provide us with accurate information and respond to questions promptly
- ask for explanations if needed
- keep appointments and inform us if you cannot attend
We will show respect by:
- treating you politely, fairly, and respectfully, with diversity and well-being considered at all times
- being helpful and transparent
- listening to your needs
- explaining decisions clearly
- respecting your privacy and confidentiality
- providing accessible, understandable information
To assist us in maintaining respect, we ask you to:
- treat our staff politely and respectfully, in line with our Customer Relationship Policy
- respect that filming or recording within council premises or of staff requires permission
- recognise that abuse is not tolerated:
- the safety and well-being of staff are priorities, and they have the right to do their jobs without abuse
- we understand disagreements and vulnerability, but we have a duty to protect staff and others present
- if behaviour becomes aggressive or threatening, we may involve the police
We aim to improve continuously by:
- encouraging your feedback via our website, phone lines, response forms, or staff
- designing services around customer needs
- publishing our performance to show Progress
- handling complaints professionally and learning from any shortcomings
To help us improve, we ask you to:
- share ideas for service improvements
- report if we fall short of standards using our complaints form
- tell us about outstanding service via our compliments form