Service Charter
SEPA’s role is to work with others to protect and improve
Scotland’s environment. Our aim is to be an excellent
regulator and an influential and respected authority on the
environment.
SEPA is committed to developing and delivering
an excellent service to all our customers, by being:
Courteous - dealing with you
with courtesy and integrity.
- 90% of customers will rate our service as
helpful and well-delivered.
Accessible - making it easy
for you to access our services and information.
- Information on our services can be accessed
in a range of ways to suit you, including SEPA’s website, in
person, by phone or email to your local SEPA office. We will always
give you the option to speak to a real person 24/7.
Understanding - understanding
your business and your needs in order to appreciate issues from
your perspective.
- We will appoint 30 Customer Managers by the
end of 2011. These individuals will work closely with
selected industry sectors, businesses, customer groups and key
stakeholders. They will offer one-to-one specialist support
and will ensure knowledge gained is communicated throughout SEPA,
so we understand our customer needs better and respond
appropriately.
In partnership - working with
you as a fair regulator to help you protect and improve the
environment.
- We will work with you to achieve SEPA’s
environmental outcomes as detailed in our Annual Operating
Plan.
Improving - providing better
service by regularly reviewing our performance and by listening to
and learning from you.
- SEPA is undertaking an ongoing series of
reviews and change programmes designed to enhance our performance
and improve customer service. We will actively seek your views and
implement your suggestions on how we can improve and enhance our
service to you. We will publicly report on the suggestions made and
our progress in implementing these.
Accurate - striving to get it
right first time and acting promptly.
- We will publish annually the most common
areas of complaint and how we are addressing the causes and
developing appropriate solutions.
Communicative - expressing
ourselves simply and clearly, and within agreed timescales.
- We will use plain language in all
communications. We will redesign and simplify forms in line with
best practice, and meet agreed timescales for replying to enquiries
and complaints.
Fair - applying the law and
providing services fairly and consistently, and providing a
proportionate enforcement response.
- Where legal/regulatory requirements must be
met, we will do our best, where appropriate, to support you in
rectifying any issues highlighted before taking any other
action.
Competent – having well
trained staff, equipped with the right knowledge and skills.
- We will apply a competency framework to
ensure all our staff have the right skills, knowledge and
behaviours to successfully perform their role.
Secure - recognising that we
have privileged access to information, and protecting it.
- There will be no misuse or loss of customer
data.
Expert - being an influential
and respected source of Scotland’s environmental data and
information.
- We will apply our knowledge and understanding
of the environment to produce a national State of the Environment
report. This information will be available for our customers to
access on-line at Scotland’s Environment website from the end of
2011.
Your role in protecting and improving Scotland’s
environment
As customers and partners of SEPA, you too can
play your part and help us achieve our aims.
We rely on the people of Scotland to engage
with us.
Please help us protect and improve our
environment:
- Tell us
where we have provided a good service, where we have fallen short
of your expectations, or suggest improvements we should make.
- Contact the SEPA Pollution Hotline on 0800 80
70 60 to report a pollution incident.