Telephone standards

  • Most calls will be recorded for training and monitoring purposes.
  • Your calls will be answered within an average of 90 seconds and may be directed to voicemail for you to leave a message.
  • When we answer your call we will provide you with the name of the person you are speaking to.
  • You will be offered help to access services online.
  • Our voicemail messages will be regularly reviewed and maintained.
  • In the unusual event of someone speaking to us in an unacceptable way we will warn you that the call will be ended if it continues

Page last reviewed: 20 January 2022