The Department’s primary focus for action is the general public, and it relies on the efficiency and skills of its personnel to meet their needs.
Our general commitments
We therefore promise to:
Listen carefully to what you have to say;
Make things easier for you, among other things, by simplifying our rules and procedures;
Meet our service deadlines;
Treat you with courtesy and respect;
Provide you with information that is complete and presented in a clear and easy-to-understand format.
We believe these commitments will help us to meet your expectations.
Our specific commitments
We also promise to:
Welcome and serve you within ten minutes of your arrival;
Answer letters within ten working days or less;
Answer e-mails within three working days or less;
Respond to written complaints within 15 working days or less;
If we need additional time, we will notify you within the stated period and provide you with contact information for the person assigned to your inquiry.
