Putting our customers first

Contents

1. Foreword

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:

• listen to and act on customers' views and needs;
• set clear standards of service and report on our performance;
• provide services that meet those standards; and
• investigate complaints openly, fairly and within published target response times.

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 (pauline.batchelor@ra.gsi.gov.uk).

Rolande Anderson

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:

• strategic spectrum planning and global and regional co-ordination;
• transparent, accountable, proportionate, consistent and targeted regulation;
• innovative and progressive techniques such as trading, recognised spectrum access, spectrum pricing and auctions to provide all users with incentives to use spectrum
  efficiently; and
• ensuring compliance with requirements imposed for the benefit of all radio users in order to keep the spectrum clear of undue interference.

ii) To achieve a successful transition to Ofcom, improving quality of service and business efficiency while ensuring the integrity of our business through:

• improving licensing and business processes and operations to provide high-quality services that meet customers' needs;
• maintaining and enhancing fully integrated, modern information systems that meet our business requirements and the demands of e-business; and
• being a caring and considerate employer and, as an Investor in People, developing the skills of all our staff and unleashing their creativity.

iii) To strengthen and exploit to the full UK radio engineering and technology through:

• promoting a programme of contracted research to underpin developments in the utilisation of the radio spectrum;
• facilitating more intensive exploitation of the spectrum through technical developments; and
• strengthening the science and engineering base of the Radio Technology Compatibility Group and the Baldock Radio Monitoring Station.

4. Our commitment to our customers

This Charter Statement explains the standards we set ourselves to deliver excellent
public services to our users.

We will:

• publish our standards of service targets and performance every year;
• review our targets every year;
• promote good practice and awareness among radio users by providing clear and up-to-date information on radio services and on our role;
• keep red tape to a minimum by reducing the number of forms and simplifying licensing procedures;
• consult widely with customers;
• be accessible for enquiries and discussions;
• identify ourselves by name and be courteous and helpful in all contacts with customers;
• respond to complaints about our performance quickly, positively and objectively; and
• provide services efficiently and cost-effectively.

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:

• provide local services (help, advice and guidance) promptly to customers;
• investigate interference problems;
• assign frequencies and issue licences for various local radio systems; and
• inspect installations at customers' premises.

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').

6. Standards

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:

• make available key facts and analysis underlying major policy decisions;
• explain the reasons for decisions;
• publish guidelines on Agency procedures and processes; and
• provide information in response to specific requests.

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 AnneÕs 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 rolande.anderson@ra.gsi.gov.uk 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 cathie.haugh@ra.gsi.gov.uk or write to her at Wyndham House (see Section 14, 'How to contact us', for the address).

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. General
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
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0845 015 4033 (enquiry line)
Fax: 020 7217 4000
Website: www.ombudsman.org.uk
E-mail: opca-enqu@ombudsman.org.uk

12. Enforcement

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:

• have clear standards setting out the level of service and performance the public and business can expect to receive;
• provide clear information and advice on the rules that apply, and be open about how we do our work;
• provide a helpful service with a well-publicised and effective complaints procedure;
• minimise the costs of compliance for business by ensuring that any action we require is proportionate to the risks; and
• carry out our duties in a fair, equitable and consistent manner.

Accordingly, we undertake that advice from our staff in relation to enforcement will:

• be expressed clearly and simply;
• be confirmed in writing, on request, explaining why any remedial work is necessary and by when; and
• clearly distinguish legal requirements from advice on best practice.

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:

Better Regulation Unit
Cabinet Office
Horse Guards Road
London
SW1P 3AL

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:

In writing

Our headquarters address is:

Radiocommunications Agency
Wyndham House
189 Marsh Wall
London
E14 9SX

By telephone
Our Enquiry Point number is 020 7211 0211 (or local-rate number: 0845 039 0449)

By fax
Our fax number for general enquiries is 020 7211 0507

By e-mail
Our e-mail address for general enquiries is library@ra.gsi.gov.uk

Information and Publicity Manager
Julia Fraser
Tel: 020 7211 0500
E-mail: julia.fraser@ra.gsi.gov.uk

Library and Information Service
Tel: 020 7211 0502/0505
E-mail: library@ra.gsi.gov.uk

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.

Annex 1

Quality of service targets 2002-2003

Annex 2

RA Executives and their areas of responsibility

Spectrum Policy Executive

Director: Mike Goddard (e-mail: mike.goddard@ra.gsi.gov.uk)

• The Spectrum Policy Executive is responsible for strategic spectrum planning and international representation:
• Developing the UK's spectrum strategy. As part of long-term planning, the Spectrum Policy Executive oversees a programme of economic and market-demand studies.
• Co-ordinating spectrum use with other government departments, particularly the Ministry of Defence. The Executive supports the main interdepartmental committee on spectrum strategy and leads the committees on national and international frequency planning, frequency clearance and radio site clearance.
• Spectrum 'wholesaling', allocating frequency bands to specific radio services and applications.
• Representing the UK in international discussions on frequency harmonisation, spectrum engineering and technical standards harmonisation. In Europe, this takes place in the Radio Spectrum Policy Group and Radio Spectrum Committee of the European Union; the 45-member European Conference of Postal and Telecommunications Administrations (CEPT); and the European Telecommunications Standards Institute (ETSI). At global level, it takes place in the United Nations' International Telecommunication Union (ITU), which has over 180 member states.
• Co-ordinating international spectrum use. This includes co-ordinating procedures and policies on international notification, registration and co-ordination of frequency assignments (especially satellite filings), and providing advice on International Radio Regulations.
• Co-ordinating the Agency's interests in our joint venture company Radio Spectrum International. This includes providing spectrum management systems and consultancy in international markets.

Spectrum Services Executive

Director: Hazel Canter (e-mail: hazel.canter@ra.gsi.gov.uk)

• The Spectrum Services Executive is responsible for planning spectrum for individual services:
• Developing licensing and exemption policy.
• Authorising use of the radio spectrum by individual users through licensing or exemption.
• Designing and implementing procedures for awarding licences (auctions, competitions and 'first come first served').
• Defining licence terms and conditions, formulating technical requirements and
  operating details, and advising how our customers may use radio without causing undue interference to others.
• Developing and implementing spectrum pricing policy to encourage good spectrum use.
• Authorising or overseeing the use of radio equipment by licensing or licence
  exemption; and formulating the technical and operating standards for radio use in each of our licensing products. National and specialist licensing takes place at the Agency's headquarters. Most local services, including licensing that involves individual frequency assignments, are handled by our local offices. Some licence classes are managed by external agents under contract to the Agency, within a licensing policy framework and to service standards set by the Agency.

Customer Services Executive

Director: Barry Maxwell (e-mail: barry.maxwell@ra.gsi.gov.uk)

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:

• Assigning frequencies locally, issuing licences and inspecting installations to ensure that they comply with licence conditions and are unlikely to interfere with other users.
• Working with local customers and advising them on all aspects of radio use.
• Tracing and remedying interference. This is done by local offices and by the Agency's Radio Monitoring Station at Baldock, which provides a 24-hours-a-day service. The Agency deals with interference in accordance with priorities set by government ministers:
• interference affecting emergency services – within 24 hours;
• interference affecting businesses – within five working days; and
• other complaints – within one month.
• Systematically monitoring usage of the radio spectrum, primarily through unattended systems that can be controlled and read by remote control.
• Providing a diagnostic and interference-remedying mobile laboratory service.
• Setting enforcement policies and undertaking any changes in the law to implement those policies.
• Advising government ministers and senior officials about contentious cases
  concerning enforcement and interference policies.
• Co-ordinating the Agency's research programme, which covers many aspects of spectrum management, spectrum sharing, radio propagation and radio system planning. An independent Radio Research Advisory Committee advises the Agency on the strategic direction of its research programme.
• Providing technical evaluations of radio systems' compatibility, and contributing to international study groups.

Corporate Services and Facilities Executive

Director: David Smith (e-mail: david.smith@ra.gsi.gov.uk)

The Corporate Services and Facilities Executive is responsible for managing the Agency's financial, human and physical resources and Ofcom transition:

• Facilitating strategic change across the Agency; in particular, managing and
  co-ordinating the work required to achieve a successful transition to Ofcom.
• Carrying out ongoing reviews of business processes and quality management across the Agency.
• Providing recruitment, personnel, and training and development services, and helping the Agency to maintain the required standards for lnvestors in People
  re-accreditation.
• Providing financial services such as purchasing and contracts, planning and budget management, day-to-day financial matters and preparing year-end accounts.
• Maintaining an interface between the Agency and Radio Spectrum International, the joint venture company set up to deliver IT services to the Agency and exploit the UK's spectrum management expertise internationally.
• Managing accommodation issues, building security, records management and health and safety.
• Managing internal and external communication strategies, information and library services, the Enquiry Point, the website and publications.
• Providing the Agency's press office and publicity functions, with a focus on ensuring that all information relating to the Ofcom transition is communicated effectively.
• Contributing to the Agency's commitment to e-business by automating processes, increasing the use of electronic communication and introducing electronic records management to meet Public Records Office requirements.

Annex 3

Main local offices' contact details

Annex 4

Please use this form to tell us your views on the Agency, its services or
its publications, including this Charter.

RA 387 – November 2002