The Security Industry Authority has today published a Customer Service Commitment designed to ensure licence applicants are fully informed about the standard of service they can expect from the SIA. The commitment is based on two long-term objectives that shape everything the SIA wants to achieve: delivering a service that meets the needs of customers; and delivering value
The commitment sets out service levels that applicants can expect. The SIA aims to:
- Process correctly completed application within six weeks from the date received.
- Answer all calls to the contact centre within 30 seconds.
- Answer written enquiries (letters, e-mails and faxes) within 3 working days.
- Respond to written complaints (letters, e-mails and faxes) within 12 working days.
The commitment also explains why a small number of applications may take longer than 6 weeks. Assistant Director of Customer Services Christy Hopkins said: “We want to ensure that we offer licence applicants the best service possible and keep them informed about the high standard they can expect when dealing with us. We will regularly review our commitment to make sure we continue to meet, if not exceed, the needs of our customers.”