The Planning Inspectorate- Wales

Welsh language scheme

3 Dealing with the Welsh Speaking Public

3.1 Communications in Writing

We welcome correspondence in Welsh and English.

When someone writes to us in Welsh, we will reply with a signed letter in Welsh. (Current practice)

Our target times for replying to letters in Welsh are exactly the same as for replying to letters in English. (Current practice)

When we write a letter to an individual, a group or organisation which we know works mainly in Welsh or prefers to receive letters in Welsh, we will write in Welsh. (Current practice)

When we send a standard letter to several individuals or organisations, the letter will be bilingual unless we know that all recipients would prefer to receive it in English only or Welsh only. (Current practice)

We will initiate correspondence in Welsh following face-to-face or telephone conversations in Welsh unless we know that the recipient would prefer to receive correspondence in English. (Current practice)

We will keep a database, regularly updated, of customers preferring to receive communications in Welsh. (Current practice)

To facilitate corresponding with our customers in Welsh the Inspectorate has a contract with a translating firm and this facility is made available to all members of staff. (Current practice)

3.2 Decision Letters

The principles set out in the preceding paragraphs apply to decision letters issued by the Inspectorate on such matters as town and country planning, housing, environment, highways and allied legislation. These will be in Welsh when written to an individual or organisation where the initial contact was made in Welsh or where that individual or organisation has subsequently requested a Welsh decision letter. In addition, the decision letter will be issued bilingually if significant representations (eg main parties or third parties or 20+ individuals) were made in both languages during the Inquiry or hearing or in a written representations case. If a decision letter is issued bilingually, the two language versions will be issued together. (Current practice)

3.3 Telephone Communications

We welcome telephone enquiries in Welsh.

The National Assembly for Wales switchboard will answer with a bilingual greeting (the Planning Inspectorate does not have a central switchboard). If the caller wishes to speak Welsh, the operator will try to connect the call to a Welsh speaker in the Inspectorate to deal with the enquiry. If no Welsh speaker is available and able to deal with the enquiry, the caller will be given the choice of a Welsh speaker phoning back within 24 hours, or continuing the call in English. (Target date: a month after scheme approved)

If a caller rings one of the Inspectorate direct lines in Cardiff and speaks Welsh but the person taking the call cannot speak Welsh, he or she will try to transfer the call to a suitable Welsh speaking colleague. Again, if no-one is available, the caller will be given the choice of a Welsh speaker phoning back, or continuing the call in English. (Target date: a month after scheme approved)

There may be times, however, when there is no-one available who can answer the query in full in Welsh, especially if it is complex or specialised. In these cases, someone will ask the caller for details of the query, who will be given the option of discussing the matter in English or sending the query to us in writing. Any query written in Welsh will receive an answer in Welsh. (Current practice)

Whenever a caller is unable to be dealt with immediately by a Welsh speaker and alternative means of satisfying the enquiry are employed, the caller should be left feeling that every effort had been made to satisfy the initial request. (Current practice)

Whenever the Inspectorate uses an answer phone any messages will be fully bilingual. (Current practice)

The switchboard and Inspectorate staff have a list of those able to deal with enquiries in Welsh. (Current practice)

3.4 Face to Face Communications

We welcome personal enquiries in Welsh and the National Assembly for Wales provides a Welsh language service in the reception area of the building.

Callers visiting the Inspectorate's office in Wales are welcome to discuss their business in Welsh if they wish to do so and we will make every effort to ensure the presence of a Welsh speaking employee, to deal with Welsh language enquiries. (Target date: a month after scheme approved)

If a caller to the Inspectorate in Cardiff wishes to speak Welsh but the member of staff dealing with the enquiry cannot speak Welsh, he or she will try to obtain the help of a suitable Welsh speaking colleague. If a suitable Welsh speaker is not available, the visitor will be given the opportunity of discussing the matter in English, waiting until a Welsh speaker is available, or else the visitors enquiry will be noted and passed to an appropriate employee so that a written translated response in Welsh can be sent to the visitor. (Current practice)

3.5 Public Inquiries, Hearings and Site Visits

Members of the public are welcome to speak in Welsh in public inquiries and similar hearings and site visits organised by the Planning Inspectorate. (Current practice)

Publicity (including formal notices) for public inquiries and hearings will make clear that contributions from the public will be welcome in both Welsh and English. Similarly, our letters confirming the arrangements for site visits, will inform the public that both languages may be used. (Current practice)

In areas where both languages are likely to be used, arrangements will be made through the LPA to provide translation facilities for all parties to the appeal as a matter of course. (Current practice)

In areas where we think it unlikely that anyone will wish to speak Welsh at an inquiry, hearing, or site visits, we will request that anyone who does wish to speak in Welsh lets the Inspectorate know beforehand so that suitable arrangements can be made. This request will be made in the formal notices and site visit letters referred to above. (Current practice)

If we do not have advance notice that a party wishes to speak Welsh in such cases some delay may ensue due to the need to arrange a site visit or provide translation arrangements for evidence to be presented to a non-Welsh speaking inspector at an inquiry or hearing.

When arrangements are being made to conduct an inquiry, hearing or site visit, the location of the event and who is likely to attend (as well as the subject under consideration) will be material factors in deciding whether to appoint (subject to availability) a Welsh speaking inspector. (Current practice)

3.6 Other Dealings with the Public

As the Inspectorate develops its information system strategy, any contacts with the public through computerised media will be such that they enable the Inspectorate to implement the commitments in this scheme. This will include e-mail, internet and television/video links. (Target date: on implementation of strategy)