Our Service Standards – what to expect when you contact ORCC

ORCC is committed to fostering and supporting community action. We aim to provide a high quality service that meets the needs of its users and is delivered promptly, courteously and professionally.

A brief summary of our Service Standards is given below – full details are available on request

When you contact ORCC, we will:

• Do our best to respond promptly and politely and to deal with your query or issue helpfully and effectively

• Promptly answer telephone calls during office hours (9am to 5pm Monday to Thursday; 9am to 4pm Friday) or provide an answering machine facility in the unlikely event that staff are not available to answer your call directly
• Provide an answering machine facility during out of office hours, so that you can leave a message. This will be passed to the appropriate staff member on the next working day 
• Respond to letters, faxed messages and email correspondence within 10 working days

When you want to meet us, we will:

• Arrange a local visit to meet groups and individuals at a mutually agreed venue and at a time convenient to you to provide face-to-face information and support.
• Arrange a time for you to visit us at ORCC if appropriate. As our staff regularly work away from the office, we ask that you do not call in unexpectedly without checking first whether the staff member is available

In order to include everyone, we will:

• Provide documents in alternative formats or other languages when requested
• Choose locations and facilities for events that are as accessible as possible
• Design our services to take account of the needs and circumstances of everyone in Oxfordshire’s diverse communities
• Challenge discriminatory practices that impact upon our work within communities
• Avoid the use of unexplained acronyms and jargon

We hope you will want to help us in return by:

• dealing with our staff in a friendly and polite manner
• considering our staff member’s requirements when timing and scheduling meetings particularly if taking place out of hours
• providing full and accurate information so our staff can help you effectively
• being willing to provide occasional feedback on the service you receive from us