Desk Service Standard
- Calls to DISC are handled by 'My Devon', Devon County Council's customer service centre which is open 8am and 8pm Monday to Friday and 9am to 1pm Saturday. There is a staff rota in place to ensure the phone is always covered. In exceptional circumstances when the line cannot be covered a clear answer phone message will be left will the details of when the service will be open.
- Outside of normal hours an answer phone service is available with details of when the service is open and an invitation to leave a message. All messages will be dealt with within one working day.
- All amendments to provider’s details will be updated within two working days.
- An enquiry form is completed for each call.
- All information requested will be posted out, with a feed-back form and other useful information, within one working day.
- These standards are supplemented by a Complaints Procedure, Statement of Customer Entitlement and Confidentiality Policy all of which staff will follow.
- At all times staff will be courteous, polite and helpful.
- If information is not to hand a message will be taken and enquirers phoned back within one working day.
- In the event that the call needs to be passed on every effort will be made to ensure only one more call will be necessary.
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