Statistical Notice: Customer Service and Engagement Statement

serving the community through the administration of justice
Document Details
Date last updated: Revised June 2013
Document Authors: Statistics & Research

Northern Ireland Courts and Tribunals Service – Customer Service and Engagement Statement

The Statistics and Research Unit of the Northern Ireland Courts and Tribunals Service provide accurate, timely, user friendly and easily accessible National and Official Statistics.  This document sets out the Northern Ireland Courts and Tribunals Service’s statistics policies and procedures on:
Customer Service Commitment
Customer Engagement Policy
Access to statistics – routine publications
Access to information not in scheduled publications
Information on and developments to statistics
Consulting on the annual statistical work plan
Responding on consultations
Complaints

Customer Service Commitment

The Northern Ireland Courts and Tribunals Service will publish timely, relevant, high quality statistics in line with the Code of Practice for Official and National Statistics. Our commitment to the customers of our statistics is:

  1. To publish our statistics on the time and date pre-announced;
  2. To publish all statistics in line with the Code of Practice for Official Statistics and the Northern Ireland Courts and Tribunals Service’s Statistical Policies and Procedures;
  3. To be transparent when we are unable to meet any of these commitments;
  4. To give open and easy-to-use routes to allow customers to supply us with their views and opinions;
  5. To respond quickly and accurately to questions and enquiries from our customers;
  6. To consult with customers on developments and changes to our statistics methodologies; publications or publication processes;
  7. To consult annually with both internal and external customers on our statistical work plan;
  8. To ensure independent scrutiny of the work plan;
  9. To respond in a timely manner to any complaints from customers.

Customer Engagement Policy

Our customers can be categorised as being from the following groups:

Our engagement policy recognises that these customers will have different needs and in the case of internal customers within the Northern Ireland Courts and Tribunals Service is through more direct contact. However, our engagement strategy is set out to ensure that on key developments to our statistics, there are transparent and clear processes allowing for views from both internal and external customers and an independently-chaired Panel to support the Senior Statistician in balancing these differing needs.

Access to our statistics and engagement with our customers is usually through the statistical pages of the Northern Ireland Courts and Tribunals Service’s website. However, transparency of publication, policies and procedures is not enough and we will recognise the differing needs of different users:

Our customer engagement policy recognises all these different needs and seeks to establish ways of engaging users which recognises all their different needs.

The primary mode for providing information to customers will continue to be the Northern Ireland Courts and Tribunals website.

Contact telephone numbers for specific releases are provided on each statistical release.

Access to statistics – routine publications

Routinely produced statistics are available free of charge on the Northern Ireland Courts and Tribunals website at: http://www.courtsni.gov.uk/en-GB/Services/Statistics%20and%20Research/Pages/default.aspx  In accordance with the code of practice we will announce the month of release of these statistics at least 12 months in advance and the exact date at least 4 weeks in advance. All published statistics are published at 9.30am on the scheduled day unless otherwise announced.

Our Statistics will be published in a timely manner and in line with:

These are all available at www.courtsni.gov.uk
Publications will primarily be made available in two main formats:

Our publications will comply with the Northern Ireland Courts and Tribunals Service’s Internet Accessibility policies.

Requests for the information in different formats may be able to be made available on request from: communicationsgroup@courtsni.gov.uk.   A charge may apply for formats not routinely used; individuals will be made aware of any charges and asked to confirm their willingness to pay prior to commencement of the work.

Access to information not in scheduled publications

All statistical publications will contain a contact email address and contact telephone numbers.  Media enquiries regarding scheduled publications of a specific release should be directed to the Press Team at the Northern Ireland Courts and Tribunals Service.

All other users should use the statistical advice telephone number or email address provided on the Press Release.

Telephone numbers will not relate to a specific individual in order to provide a full service when named individuals are not available. Inquiries will be covered on these numbers Monday to Friday 9am to 5pm (excluding Public Holidays).

When users require statistics not contained in existing Northern Ireland Courts and Tribunals Service statistical publications, requests will normally be treated under the Freedom of Information Act.  Our service in this will be fully compliant with the Freedom of Information (FoI) Act, and where information cannot be disclosed, then individuals will be advised of this fact in accordance with the FoI Act.

All such enquiries should be addressed by email to:
communicationsgroup@courtsni.gov.uk

Information on and developments to statistics

The primary vehicle will remain the statistical pages of the Northern Ireland Courts and Tribunals Service’s website.  Users who have subscribed to the email notification service will receive updates through the regular information mails.

Your details will remain confidential personal only to the compiler of the regular updates and will not be used by the Northern Ireland Courts and Tribunals Service for any other purpose, nor passed on to any other authority without your explicit and informed consent.

Consulting on the annual statistical work plan

The Northern Ireland Courts and Tribunals Service, in line with the Code of Practice for Official Statistics, will consult annually with customers on our Statistical Work plan. Under the Code of Practice it is the duty of the Senior Statistician to undertake the following considerations:

Responding on consultations

The Northern Ireland Courts and Tribunals Service will respond to every consultation providing a summary of all responses; the way forward which will be taken and the rationale for the decisions on the way forward.

The Northern Ireland Courts and Tribunals Service response to all consultations on statistics will be published on the statistics pages of the Northern Ireland Courts and Tribunals website. Users who have subscribed to the email notification service will receive updates through the regular information mails.

Complaints

If for any reason you feel that the service you receive from the Northern Ireland Courts and Tribunals Service has fallen below the standards you expect; or has not lived up to the statements made in our policies and procedures, then please contact us so we can investigate. Complaints should be addressed initially to the Senior Statistician in the Northern Ireland Courts and Tribunals Service.

Where the nature of the complaint relates to information provided under the Freedom of Information Act, the Northern Ireland Courts and Tribunals Service will review and respond in line with the Internal review process set out under the Freedom of Information Act.

If however, your complaint relates to any other aspect of service, relating to statistics, then the Senior Statistician will send confirmation of the receipt of your complaint within five working days and aim to provide a full response within twenty working days. If you are still not satisfied, and the issues relates to the Code of Practice for Official Statistics, then you can refer your complaint to the UK Statistics Authority.

If it is not possible to provide a full response within these time periods you will be advised accordingly. On receipt of a complaint we will:-

Complaints can be made in writing.  Please provide as much relevant information as possible to ensure that it is dealt with promptly and accurately.

To:
Mr Rodney Redmond
Senior Statistician
Northern Ireland Courts and Tribunals Service
Laganside House
23-27 Oxford Street
Belfast
BT1 3SA

The address for the UK Statistics Authority is:

UK Statistics Authority
Statistics House
Tredegar Park
Newport
South Wales
NP10 8XG