质量公共业务的顾客和客户的顾客服务的原则
高质量的服务标准出版概述自然和服务质量顾客能期待，并且在送货服务突出地显示它的声明。

平等或变化保证权利
对平等立法建立的同等待遇，并且容纳变化，以便造成平等立法包括的小组的平等(在性别、婚姻状况、家庭地位、性意向、宗教信仰、年龄、伤残、旅行家社区的种族和会员资格之下地面)。

辨认并且工作消灭障碍访问到服务体验贫穷和社会排斥的人的和那些的饰面地理障碍对服务。

实际进出提供保证保密性，遵照职业性，并且安全标准和，作为此一部分的干净，容易接近的公职，促进人以伤残和其他的通入与具体需要。

信息采用在提供是清楚，实时性和准确的，是可利用的在所有问题的联络，并且符合人要求有具体需要的信息的一个主动方法。

保证信息技术提供的潜力充分地被运用，并且有用的资料在公共业务网站上遵循在网出版物的指导方针。 继续规则、章程、形式、信息传单和做法的简单化的运动。 实时性和礼貌提供与礼貌、敏感性和极小的延迟的高质量的服务，促进相互尊敬气候在提供者和顾客之间的。 给在所有通信的联系人姓名保证持续的交易舒适。

怨言维护一个广泛宣传，容易接近，透明和方便操作的系统应付关于提供的服务质量的怨言。 呼吁同样，维护要求或回顾一个形式化的，广泛宣传，容易接近，透明和方便操作的系统对决定不满意关于服务的顾客的。

咨询和评估
提供一种被构造的方法给意味深长的咨询和参与，顾客关于发展，服务交付和回顾。 保证送货服务的意味深长的评估 选择提供选择，哪里可行，在接触点的送货服务包括付款方法，地点，开放时间和交货时间内。

使用可利用和涌现的交付的技术保证最大通入和选择和质量。

官方语言平等通过汉语，英语提供高质量的服务并且/或者双语并且通知顾客他们的权利选择涉及通过一个或其他官方语言。 改善协调促进一种被协调的和集成方法对公共业务交付。

内部顾客保证职员被认可作为内部顾客，并且那他们适当地支持并且咨询关于送货服务问题。

Principles Of Quality Customer Service For Customers And Clients Of The Public Service
Quality Service Standards
Publish a statement that outlines the nature and quality of service which customers can expect, and display it prominently at the point of service delivery.

Equality/Diversity
Ensure the rights to equal treatment established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community).

Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.

Physical Access
Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.

Information
Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. Ensure that the potential offered by Information Technology is fully availed of and that the information available on public service websites follows the guidelines on web publication.

Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.

Timeliness and Courtesy
Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.

Give contact names in all communications to ensure ease of ongoing transactions.

Complaints
Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

Appeals
Similarly, maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.

Consultation and Evaluation
Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery

Choice
Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery.

Official Languages Equality
Provide quality services through Chinese, English, and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.

Better Co-ordination
Foster a more coordinated and integrated approach to delivery of public services.

Internal Customer
Ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

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