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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