Our Customer Service Charter

The Council is here to help the people of Norfolk and we aim to give you high quality customer service.

However you contact us we will:

• Listen to you and take your views and needs seriously
• Be polite, professional and treat you with courtesy and respect and expect the same in return, from you
• Avoid the use of jargon and explain any technical language
• Answer your enquiry the first time you contact us if we can – and keep you up to date if it takes us longer
• Protect and use your personal information in line with our privacy notice
• Provide information in other ways if you need this, acknowledging and accommodating any specific disability related or translation requirements
• Proactively seek your feedback and use it to make services better
• Handle complaints professionally and politely and do our best to put things right as quickly as possible