Serving people

Valuing People is one of our core values, and delivering a strong service to all the people and businesses we serve is one way we can put this into practice. In this section you can find out how we do this.

Principles we follow

We follow 5 core principles of customer service when developing and delivering policies and public services for people in Wales.

1. Access: We review how we work so that people find our services easier to access.
2. Experience: We work to improve services so that people’s experience is made better.
3. Responsive: We develop our services so that they are more responsive to our people’s needs, circumstances and any barriers they may face.
4. Language: We ensure that we are set up to offer our services in English or Welsh.
5. Redress: We are set up so that people can easily tell us what they think of our services.

Supporting our staff

To help our staff improve the service they provide our customers, we have developed a range of tools and resources. These help staff to understand our customers and how best we can meet their needs.

Contacting us

Being ready to receive your enquiries and responding to them efficiently is an important part of our commitment to customer service. Our First Point of Contact Switchboard is the gateway from the ‘Contact Us’ section of the Welsh Government website to the Government itself.  It receives 200,000 calls and 3,000 emails from the public each year.

Our offices in Aberystwyth and Llandudno Junction have areas that are open to the public. Here you can find out about our work, as well as use free computer facilities or visit our cafes.

Registering a complaint

We value positive and negative feedback from people in Wales. Sometimes this may be a complaint. These are important to us as they help us to improve.

If you would like to register a complaint with us, please visit our Complaints pages.