Last updated: 22 May 2007

We aim to:

• answer telephone calls within five rings
• provide a courteous and accurate response to all enquiries, including those requiring specific expertise
• provide a courteous and helpful reception service at QCA
• reply to correspondence, including faxes and emails, within seven working days
• despatch publications within five working days of receipt of correct order
• despatch new publications to subscribers within five working days of publication
• make new publications available within 15 working days of publication
• investigate and respond to complaints within ten working days and, when a customer requests, investigate a complaint further
• provide appropriate information about QCA and its work at exhibitions and conferences
• respond to direct requests for organised visits from overseas officials and educationalists within seven working days
• provide services which are relevant to the requirements of all our customers, including those with specific needs.