|Putting our customers first|
|4||Our commitment to our customers|
|7||Information and openness|
|8||Consultation and choice|
|9||Courtesy and helpfulness|
|10||What to do if you have a complaint about our services|
|11||Other ways to complain|
|13||Investigating and resolving interference|
|14||How to contact us|
|Annex 1:||Quality of service targets|
|Annex 2:||Agency executives and their areas of responsibility|
|Annex 3:||Main local offices' contact details|
by Rolande Anderson, Chief Executive
Radio technology is at the leading edge of the communications revolution. Mobile telephones and interactive digital television are just two of the exciting developments that are transforming business, leisure and social life. The Radiocommunications Agency, through the provision of spectrum for innovation and growth, plays a key role in enabling these changes to happen.
Alongside this revolution in communications, a revolution in public services is also taking place. As we prepare to move into Ofcom, we remain committed to the Government's programme of reform to improve the quality of public services. We aim to provide high-quality, responsive services that meet our customers' needs, and to use new technology to deliver these services electronically. To this end, we have introduced new business systems and processes, devolved assignments of local radio services away from our headquarters to our local offices to be closer to customers, and established Local Customer Panels in every region.
This document is the Agency's Charter Statement. It signals our commitment to:
This booklet sets out the standards of service we aim to meet and how you can complain if we fall short.
We welcome any comments on this Charter or on any aspect of our service. Please send these to the Agency using the form in Annex 4 or by e-mail to Pauline Batchelor (firstname.lastname@example.org).
2. Our aim
Optimal use of the radio spectrum in a dynamic and successful UK economy with enhanced quality of life through excellence and innovation in spectrum management.
3. Our objectives
i) To secure the best social and economic use of the radio spectrum that balances the interests of all users and consumers through making full and appropriate use of all available spectrum management tools, such as:
ii) To achieve a successful transition to Ofcom, improving quality of service and business efficiency while ensuring the integrity of our business through:
iii) To strengthen and exploit to the full UK radio engineering and technology through:
4. Our commitment to our customers
This Charter Statement
explains the standards we set ourselves to deliver excellent
public services to our users.
You have a right to expect good service from us and from our appointed agents. We will continually strive to raise the quality and standards of our service and to provide value for money. We value your comments and take your complaints seriously.
Please let us know if we fail to meet your expectations and also when we exceed them.
5. Local services
The Agency brings its services closer to customers through its network of local offices, which:
Our local offices have a separate Code of Practice for services to business (leaflet RA248). For our local operations, we have divided the UK into eight nations and regions; for contact details of the main local office in each of these, see Annex 3 or leaflet RA206 (which also contains details of the services local offices provide). All the Agency's leaflets are available on our website and can also be obtained from our Library and Information Service (see Section 14, 'How to contact us').
Our quality of service targets are set, published and agreed by government ministers. Our targets for 2002-2003 are set out in Annex 1.
Information on how well we have met our targets can be found in the current edition of our Annual Report and Accounts, available on the website or from the Information and Library Service (see Section 14, 'How to contact us').
Our targets are reviewed annually to take account of actual performance and customers' views.
7. Information and openness
We publish a wide range of information leaflets on all aspects of radio, covering our policies and licensing requirements. Leaflet RA0 lists all of these information sheets, which are available on our website or from our Library and Information Service (see Section 14, 'How to contact us').
Our Annual Report contains detailed financial accounts, audited by the National Audit Office, and gives a full description of the Agency's activities.
Under the Code of Practice on Access to Government Information1, the Agency must:
However, certain classes of information need to remain confidential. Examples include commercial information about individual companies, information relating to law enforcement and information relating to defence, security or international relations. If we consider it necessary to withhold the information you request, we will inform you of the reason and you will have the right to appeal against our decision. (See Section 10, 'What to do if you have a complaint about our services'.)
The Freedom of Information Act will come into force in January 2005. It requires all public authorities to produce publication schemes, setting out what information they will make available, and when and how they will make it available. The Agency's publication scheme is available on our website or from our Information and Library Service.
If you have any questions about the Agency's policy or procedures on information and openness, please contact the Information and Publicity Manager (see Section 14, 'How to contact us').
1 Second edition 1997, available on the Home Office website (www.homeoffice.gov.uk), from The Freedom of Information Unit, Home Office, Room 912, 50 Queen Anne’s Gate, London SW1H 9AT, or by telephoning 020 7273 4403.
8. Consultation and choice
We hold regular
meetings with industry representatives through consultative
committees in the main radio sectors (e.g. mobile, satellite and microwave fixed links). Committee members are drawn from manufacturers, dealers, network operators,
service providers and other users representing the many interests in radio. Further details can be obtained by writing to the secretary of the appropriate committee at the address given at the end of this booklet.
We also have frequent
discussions with trade associations representing the different sectors in the
radio industry, as well as with the major user groups representing
business and non-business licensees. Our annual roadshows are a further opportunity for dialogue with customers.
We regularly survey user groups to assess levels of customer satisfaction. We use the information from these surveys to review our quality of service targets and to help us make decisions about introducing new services.
In our eight nations and regions (see Annex 3), we have formed 'local customer panels'. People from all different aspects of our customer base join Agency staff at a local level to create a two-way flow of communication. The panels help us to put across our policies at a local level and, perhaps even more important, to listen to the reaction of customers.
9. Courtesy and helpfulness
When meeting customers or on duty in public places, our staff will wear name badges and be helpful and courteous. When talking to you on the telephone or when writing, we will identify ourselves by name.
Our customer service
staff will always make an appointment before carrying out a
programmed inspection visit to a radio site. If we are unable to keep this appointment for reasons beyond our control, we will make every effort to contact you (or your office) in advance.
Customer service staff try to answer telephone calls in person. When local staff are all out on calls, an answerphone service is available. We will follow up all messages as soon as possible.
10. What to do if you have a complaint about our services
We aim to give a high-quality service to all our customers and we do our best to satisfy everyone. If we slip from the high standards we set ourselves, we want to hear about it so that we can try to put things right as quickly as possible and prevent it happening again.
The Agency's complaints procedure is designed to help resolve any differences as quickly as possible. Please note that, in certain cases relating to licensing decisions, you may have a statutory right of appeal.
i) Approach your usual contact in the Agency, or the relevant section. He or she will often be in the best position to understand your situation and give a quick response.
Our Enquiry Point (tel: 020 7211 0211) can help if you do not know who to contact.
ii) If you do not receive a satisfactory answer at this level, please ask for your case to be reviewed by the Director of the relevant Executive. Directors' areas of responsibility are shown in Annex 2.
iii) If you are
not satisfied with the response from the relevant Director, please write to
the Chief Executive, Rolande Anderson, at Wyndham House (see Section
14, 'How to
contact us', for the address) or e-mail email@example.com She will call for a full report to see whether you have received fair treatment. We will treat your complaint in confidence and will investigate it carefully, as quickly as possible. Every effort will be made to send a full and clear reply within ten working days of your complaint being received by the Chief Executive. If we cannot investigate your complaint fully within that time, we will let you know and keep you informed of progress.
iv) If you remain dissatisfied, you may refer your complaint to the Agency's Steering Board. This includes external members from outside the Agency and from the Department of Trade and Industry (DTI), who will review your complaint. You may contact the Board through its Secretary, Cathie Haugh e-mail firstname.lastname@example.org or write to her at Wyndham House (see Section 14, 'How to contact us', for the address).
|The Steering Board members are:|
|Mark Gibson||Director General, Industry Command, DTI|
|Rolande Anderson||Chief Executive, Radiocommunications Agency|
|Alan Wright||Finance and Resource Management, DTI|
|David Edmonds||Director General, Oftel|
|David Hendon||Head of Communications and Information Industries Directorate, DTI|
|Jane Tozer||JET Consulting|
11. Other ways to complain
You may ask your
Member of Parliament to take up your case on your behalf with the Chief Executive
or the Minister. Your Member of Parliament may also refer the case to the
Parliamentary Commissioner for Administration (the Ombudsman). The Ombudsman
is independent and impartial, and provides a free and confidential service.
information on making a complaint to the Ombudsman which, under current legislation, can be done only by a Member of Parliament can be obtained from:
Office of the
Parliamentary Commissioner for Administration
Tel: 0845 015 4033
Fax: 020 7217 4000
The Agency's powers of enforcement are necessary to protect legitimate radio users from unlicensed transmissions or undue interference. In exercising these powers, the Agency has committed itself to abiding by the provisions and standards of the Enforcement Concordat.
This Concordat was
drawn up by the Cabinet Office to provide guidance to central
and local government when carrying out enforcement work. It requires us, as an enforcement body, to:
Accordingly, we undertake that advice from our staff in relation to enforcement will:
Before we take formal enforcement action, we will, if possible, give you an opportunity to discuss the circumstances of the case and resolve points of difference. This may not be possible, however, if immediate action is necessary (for example, in the interests of health and safety or environmental protection, or to prevent evidence being destroyed).
Where immediate action is considered necessary, we will give you an explanation at the time. This will be confirmed in writing, in most cases within five working days and in all cases within ten working days.
If you have a right of appeal against formal action, advice on the appeal mechanism will be clearly set out in writing at the time the action is taken and, wherever possible, issued with the enforcement notice.
Copies of the Enforcement Concordat may be obtained from:
Horse Guards Road
Tel: 020 7270 6928
Fax: 020 7270 6402
13. Investigating and resolving interference
The Agency's priorities
in dealing with interference have been set by government ministers. Our first
priority is to safeguard emergency and safety-of-life radio services; our second
priority is to help businesses suffering radio interference; and our third
priority is to deal with all other interference complaints.
14. How to contact us
Whether in local offices or at headquarters, our staff are there to help you. If you have any questions to ask, or you need further information on any of the services we provide, please get in touch with us either through your normal contact or as follows:
Our headquarters address is:
189 Marsh Wall
Our Enquiry Point number is 020 7211 0211 (or local-rate number: 0845 039 0449)
Our fax number for general enquiries is 020 7211 0507
Our e-mail address for general enquiries is email@example.com
Tel: 020 7211 0500
Library and Information
Tel: 020 7211 0502/0505
The Agency operates 24 hours a day at our Baldock Radio Monitoring Station, where an engineer is always on duty to take calls from emergency services outside normal working hours.
Quality of service targets 2002-2003
RA Executives and their areas of responsibility
Spectrum Policy Executive
Director: Mike Goddard (e-mail: firstname.lastname@example.org)
Spectrum Services Executive
Director: Hazel Canter (e-mail: email@example.com)
Customer Services Executive
Director: Barry Maxwell (e-mail: firstname.lastname@example.org)
The Customer Services Executive provides local services to customers and is responsible for 'keeping the spectrum clean' by tracing radio interference, identifying illegal sources of radio transmission and taking enforcement action:
Corporate Services and Facilities Executive
Director: David Smith (e-mail: email@example.com)
The Corporate Services and Facilities Executive is responsible for managing the Agency's financial, human and physical resources and Ofcom transition:
Main local offices' contact details
Radio Monitoring Station
Midlands and East Anglia
Tel: 0121 423
and Compatibility Group
Tel: 020 8655
London and South East
Tel: 020 8645
North East England
North West England
Ireland and the Isle of Man
Tel: 028 9081
South and South West England
Tel: 029 2052
Please use this form to tell us your views on the Agency, its services or
its publications, including this Charter.