Guidance

Coal Authority customer standards

Updated 31 March 2023

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This publication is available at https://www.gov.uk/government/publications/coal-authority-customer-standards/coal-authority-customer-standards

1. Our customer standards

We’re committed to providing a high quality customer service that is modern, efficient and accessible to everyone.

We use your feedback to help make improvements in our processes and the service we offer.

If you want to tell us about the service, please use our feedback form.

1.1 Providing a good service

We will:

  • aim to get it right for you first time
  • show understanding and empathy to your concern or complaint
  • value your privacy and ensure that your personal information is kept safe and secure
  • develop our staff to be knowledgeable and provide a positive customer experience
  • look to learn and continually improve

1.2 Being open and transparent

We will:

  • be clear on what we can and cannot do
  • explain our decisions and how we reached them
  • say sorry when we get it wrong and do everything reasonably to make it right

1.3 Keep you informed

We will:

  • provide clear and understandable information
  • let you know what will happen next and by when
  • keep the information on our website up to date

1.4 Easy access

We will:

  • make it as easy as possible to speak to the right person and to get help and support if you need it
  • make more of our services available online, to use at a time that is suitable for you and in an accessible way
  • maintain a range of ways to contact us to ensure everyone has access to our services

1.5 Getting in touch

We want to make sure that you are able to get in touch with us in the way that is best for you, by telephone, email, through our website, on social media, or by letter.

1.6 When you call us

We will:

  • answer your call as quickly as possible and put you through to the right person to help you with your query
  • be polite and give you our full attention
  • maintain our emergency line for incidents and hazards 24 hours a day, 7 days a week - 0800 288 4242

1.7 When you write to us

We will:

  • make sure our response is in plain language and avoids jargon
  • acknowledge your letter or email within 1 working day and provide a response within 10 working days - if this is not possible we will let you know within 10 working days why the response is delayed, when you can expect a response and who to contact if you need to speak with someone before then

1.8 When you contact us on our social media channels

We:

  • will acknowledge your message within one working day
  • may ask for your contact details, ask you to contact our customer team, by email or phone, or ask you to contact our emergency hazard line to provide more information
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