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RPA launches new Customer Charter
The Rural Payments Agency, which is responsible for CAP payments and livestock inspections, has launched a new charter which states the standard of service farmers and food producers should expect.
The charter’s principles include: dealing with queries quickly, politely and professionally within the published timescales, ensuring customers are always communicated in a clear and open way and a transparent complaints and appeals process.
It includes information on how to register with the RPA, standards and timescales with regard to answering telephone calls and correspondence, the inspection process, mapping and cattle passports, complaints and appeals, and what they expect from their customers.
RPA Chief Executive Mark Grimshaw said: “The new charter clarifies the level of service our customers can expect and makes it easier to resolve issues if, as happens sometimes, things go wrong.
“In line with our commitment to work with industry partners to drive up service standards, both stakeholders and customers were involved in the production of this new charter to ensure it meets the needs of farmers and food producers.”
Peter Kendall, the NFU president added: “The relationship between farmers and the RPA has been far from good in the past. The RPA’s Customer Charter is a move in the right direction; building a professional relationship with the farming industry is greatly welcomed.”
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