The Planning Inspectorate- Wales

Customer Targets

The six service standards for central government departments and agencies (not the wider public sector) were introduced by the Cabinet Office and came into effect on 1 April 1997. They apply to non-devolved services delivered in Wales and to all central government services in England.

Details on the six standards can be found on the Cabinet Office Web site.

The Inspectorate is committed to meeting the terms of the Service Standards and under these has introduced the following customer targets:

To answer 80% of letters within 15 working days. (Note: this applies to post decision correspondence.)
To see callers with an appointment within 10 minutes. Callers without an appointment will be dealt with quickly and courteously by reception staff.
To answer 85% of calls to the main enquiry points within 30 seconds.

Customer Targets

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