SIOG20010 - Appendices: appendix 1 - customer service guidelines

A.	Post Turnaround
	- 80% of post to be worked within 15 working days.\n- 95% of post to be worked within 40 working days.\nWhere a substantive reply cannot be given within this period, you should issue an acknowledgement indicating the likely date by which you can issue a full reply. While the technical complexity of some SI correspondence may require a longer turnaround period, all items should be cleared within 6 months.\n(This content has been withheld because of exemptions in the Freedom of Information Act 2000)\n- (This content has been withheld because of exemptions in the Freedom of Information Act 2000)\n- (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
B.	File Referrals
	Where possible, to return referrals to other Directorates within a month of receiving them or explain to the case owner why you cannot return the file. You should regularly update case owners where you retain a case for more than three months.
C.	ERT Referrals
	Decisions on registration should be taken within three months of the date of receipt by SI. Where this is not possible you should make sure that the ERT, the referring officer and the SPOC within SI are kept up to date on progress.
D.	Investigation Reports
	- Examine 80% of investigation report enquiries within 10 working days.\n- Commence 100% of investigation report enquiries in three months.
E.	Acceptance Letters
	95% of acceptance letters to be turned around within 20 working days and an acknowledgement sent in the balance of cases.