Charter
Our Staff
- We will be courteous and helpful at all times.
- We will wear identity badges.
- We will give our workplace and name when we answer the telephone.
- We will use plain language.
- We will act with honesty, integrity, sensitivity and respect.
Response Times
- On average we will answer all telephone calls within five rings
- We will normally give advice to telephone or personal enquiries there and then.
- We will normally answer all written requests for consumer advice within 3 working days. If complex cases take longer we will give you a date for a detailed response within three working days.
- We will respond to all requests for equipment verification and other requests for Trading Standards Services from businesses within 5 working days.
- All other requests for service will be responded to within 7 working days.
- In any event, we will reply to all letters within 10 working days of receipt.
Clear Advice
- We will back up our advice with a free Consumer Action Pack or Business Advice Pack in all appropriate cases.
Privacy and Confidentiality
- We will treat all personal information about you in confidence. It will only be passed on with your agreement or where legally necessary.
Enforcement Policy and Prosecution Policy
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Please follow this link to view our Enforcement Policy
![(PDF [63.4Kb] opens in new window)](/images/PDF.gif)
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Please follow this link to view our Prosecution Policy
![(PDF [46.9Kb] opens in new window)](/images/PDF.gif)
Performance Against Standards
- We will publish annually how we performed against our standards. We will also publish how much our Service has cost.
Your Views
- We welcome your views on our Service. They can help shape our future plans. You can download our feedback form
or ask for details of our Have Your Say Procedure.
Equal Opportunities
- We will either translate any documents or arrange a translator if you need one.
- We will make information available on request in large print, in braille or on tape.
- For customers with hearing problems a minicom is available on our main contact number (0151 233 3002). Our Advice Centre is accessible to wheelchairs and has an induction loop system.
- We will arrange home visits if you are housebound or disabled.
Performance
Under the "Have Your Say" scheme, customers of Liverpool City Council are invited to make a comment, compliment or complaint with regard to our service delivery.
Customer Charter
Customer Focus Group
The Customer Focus Group meets twice a year. We welcome all feedback, good or bad and we will report on all feedback on these pages.
Feedback from the meeting of 5 September 2007![(PDF [31.1Kb] opens in new window)](/images/PDF.gif)
Feedback from the meeting of 10 June 2008![(PDF [31.8Kb] opens in new window)](/images/PDF.gif)
Feedback from the meeting of 10 November 2009![(PDF [26.1Kb] opens in new window)](/images/PDF.gif)
Customer Monitoring
To enable us to ensure we are reaching the wider community we would be grateful to receive your completed customer monitoring questionnaire
. This information is used for monitoring purposes only and information will not be divulged to thirs parties.
Trading Standards Food and Feed Sampling Policy![(PDF [56.5Kb] opens in new window)](/images/PDF.gif)
View our food and feed sampling policy![(PDF [56.5Kb] opens in new window)](/images/PDF.gif)
View our food sampling plan for 2007-08
Fees and Charges







