In establishing the Customer Centre, York City Council is committed to offering customers:

• Accurate, up to date and appropriate information concerning City Council services delivered by helpful, knowledgeable and courteous staff trained to the highest standards of customer service provision.
• The facility to comment on, or register complaints about the service.
• The Customer Centre is open to the public from 8.30 - 17.00 Monday to Friday. These opening hours may be extended in the future, dependant on customer demand.
• Equality of access to services to all irrespective of age, gender, cultural/religious background, disability, sexual orientation or need.

Standards of performance

In providing the above, the Service is committed to the following standards of performance:

• All staff will be adequately trained in Customer Service and the technology used within the contact centre.
• We will aim to resolve customer queries at the first point of contact and where this is not possible we will direct or signpost customers to appropriate council wide services as required.