'Quality service'

The Office of Review, in its new Quality Service Charter, says it is committed to providing an "efficient and effective quality service".

"When you visit our office we will be quick, courteous and helpful at all times. We will welcome you in a clean and friendly environment.

"When you phone us you can expect us to answer promptly and identify ourselves and our position.

"When you write to us you can expect us to send an acknowledgement within 24 hours of receipt; send an initial reply within five working days of acknowledgement and send a final reply to more complex correspondence within 10 working days of initial reply.

"When you send us an email you can expect us to send an immediate acknowledgement; send an initial reply within two working days of acknowledgement; send a final reply to more complex correspondence within five working days of initial reply.

"We will also keep you informed on the progress of your enquiry; provide you with additional information or documents relevant to your complaint/request together with contact officer or subsection and a contact number; explain our decisions and advise you about any review rights and how to apply."

The office also commits itself to provide correct information, use plain language to communicate, maintain confidentiality and take into account any special needs.

The Office of Review is at Room 401, Ministry of Education, Floriana CMR 01. It can also be reached on freephone 0800 772330, at email infomoed@gov.mt, or by calling personally.