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Commitment to Customers

Code of Conduct

The SPPA regulary work with a variety of stakeholders and customers and is committed to providing a high quality service to all in every aspect of its operations. The SPPA aims to provide a fair, equal and efficient service to all irrespective of race, religion, sexual orientation, gender, age or background. The Agency follows the rules on Codes of Conduct as detailed on the main Scottish Government web site.

Should you have a complaint please follow this link.

Equality Outcomes and Mainstreaming Report

As an Agency of the Scottish Government the SPPA is included in the Scottish Government Equality Outcomes and Mainstreaming Report.

The report includes details of action being taken to integrate the public sector equality duty across Scottish Government functions.  It includes details of policies and processes.  It includes employee information disaggregated by equality characteristic and a gender pay gap calculation.  The report also includes a set of equality outcomes.

Customer Behaviour

This Unacceptable Actions Policy sets out the SPPA's approach to the relatively few complainants whose actions or behaviour we consider unacceptable.  The term complainant includes anyone acting on behalf of a complainant or who contacts our office in connection with a complaint.  The principles set out in this Policy also apply to our dealings with people other than complainants.

Customer Satisfaction Survey

In order to continually improve our service we conduct an annual survey in to customer satisfaction. The last survey was conducted during November 2015.

Link to Scottish Government Website