Service Standards (cont)

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Quality of our Service

Our Service Standards (page 2)

Consumer advice

Available to South Tyneside residents or visitors to Borough with a problem involving a South Tyneside trader.

	Service available 8.30am and 5.00pm Monday to Thursday and 8.30am to 4.30pm on Friday
	Contact out of hours is via answerphone or website
	Home visits if necessary by arrangment
	Clear and accurate information on consumer law
	Advice initially given on a self-help basis
	Specimen letters to help resolve your problem
	Conciliation with traders when necessary
	Advice on alternative dispute resolution or County Court action

We will record details of all complaints against individual traders but please remember that we have no powers to force traders to take any action to resolve your complaint or to immediately stop them trading.

Inspection of businesses
We will follow the guidelines set out in the LACORS (Local Authorities Co-ordinating Body on Regulatory Services) home authority principle in order to achieve uniformity of approach towards business between authorities.

	Business premises will be visited on a risk-assessed basis
	We will explain the purpose of any announced visit, and will maintain appropriate confidentiality
	When minor infringements are detected during inspection of business premises the reasons, legislation and suggested corrective action will be given in writing
	We will distinguish between good practice and legal requirement advice
	Where businesses seek advice or approval this can only be given if the enquirer discloses all relevant information
	You will be informed, as soon as practicable, when an investigation is pertinent to your business
	Investigations into alleged breaches of Trading Standards law will be progressed without undue delay
	We will always seek to join in partnership with business where benefits can be expected, whilst maintaining integrity
	We will publish relevant information by the most appropriate means

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