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  • 12 October 2020 | Our Business

    Standards of Service Sept 2020

    Phone Our telephone number is 01698 542900 and our normal office hours are 9:00am to 4:45pm, Monday to Friday (excluding public holidays). Answerphone machines will only be used outside normal office hours, during staff development, or in exceptional circumstances. We will not tolerate abusive, threatening or other inappropriate calls. These are likely to be terminated immediately and might result in restrictions on future contact in terms of our Unacceptable Actions Policy.    

    Correspondence You can write to us at Hamilton House, Hamilton Business Park, Caird Park, Hamilton, ML3 0QA. Alternatively, you can e-mail us at enquiries@pirc.gov.scot. Depending on the nature of your enquiry, your correspondence shall be passed to the appropriate department and will be responded to as soon as reasonable practical or within statutory timescales. All correspondence relating to a CHR will be acknowledged within 7 working days

    Languages We welcome enquiries and complaints in languages other than English, including British Sign Language. If you would like to speak to us in a language other than English, we can arrange interpreting support. Some of our publicity material is available in other languages and formats. Please contact us on 01698 542900 or at enquiries@pirc.gov.scot for further details.

    Information and openness You can get information, in plain language, about our functions and activities by phoning or writing to our offices, e-mailing us at informationrequests@pirc.gov.scot or visiting our website at www.pirc.scot. We will deal with other requests for information in line with relevant legislation for processing information requests. We will give you information we are able to issue within 20 days of receiving your request.  

    Accounts and payments to suppliers We follow the Government’s policy on payment performance and aim to pay all invoices not in dispute within 10 days (or the agreed terms if different).

    Our performance If you are not happy with the quality of our service we want to know about it. We take all complaints seriously and have an easy-to-use complaints procedure. If you raise your concern directly with the member of staff dealing with you it may be possible to resolve the problem quickly on the spot.  

    You can make a formal complaint about us by writing to our Head of HR and Corporate Services (HHRCS), or by emailing feedback@pirc.gov.scot. We will acknowledge all formal complaints within three working days. The HHRCS will ensure a detailed enquiry into your complaint is carried out by the most appropriate person. We will respond to your complaint within 20 working days. If the person dealing with your complaint needs more time to conclude their enquiries, he/she will contact you regularly to keep you informed.  

    If you are dissatisfied with the response to your complaint about us, you have the right to approach the Scottish Public Services Ombudsman (SPSO) and ask for a review of our response. The address for the SPSO is Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS. You can also write to them at “Freepost SPSO” or telephone them on 0800 377 7330.

    What we expect from you We recognise that there may have been adverse or distressing circumstances leading up to people dealing with us, however unacceptable behaviour towards our staff or unreasonable demands on our office will not be tolerated. We will treat everyone with respect and we expect those who come into contact with us to show the same courtesy to our staff. Where we consider necessary, we reserve the right to restrict or terminate our service in line with our Unacceptable Actions Policy. Please note that our offices do not have a public counter and our staff will not be able to meet with you in person.

     

     

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