|
Government Information Service
- Quality Service Charter
This Charter
Our mission
Our services
Typical queries
Data protection
Contacting us
We need your feedback!
This Charter
This Charter is our commitment to you. It is intended as a guide to
the Government Information Service and the standards of service that
you can expect from us.
Our mission
The mission of the Government Information Service within the
Department of Information, is to provide the general public as well as
Government entities, information ranging from a simple query such as
contact details of diverse Government Departments to more complex
requests. These include services provided by the Government such as
licensing, cultural activities and competitions, as well as
application forms for courses or services offered by Government
Departments.
Our services
The Department of Information offers a wide variety of
services. These are:
Freephone 153
You can phone us on Freephone 153 from Monday to Friday between
8.00 a.m. and 5.00 p.m. After office hours you can leave your message
on our answering machine. We commit ourselves to get back to you on
the next working day with the information requested.
At our Call Centre we have a computerised system with an extensive
database, which is updated regularly. Members of our staff provide you
with the information you require, promptly and courteously, from our
database.
Our database includes information on:
- Ministries, Government Departments and their Agencies
- Authorities, Corporations and Commissions
- Government, Church and Private Schools
- Hospitals, Health Centres and Government Dispensaries
- Government Homes for the Elderly, Telecare and other services
- Government Finance, Banks, the Stock Exchange and VAT
- Local Councils
- Job Centres, Employment and Training and Social Security
- Embassies and Consulates in Malta and abroad
- Licences, Consumer Protection, Trade and Fair Competition
- Local and Foreign Cultural Centres
- Emergency Services, Armed Forces of Malta and Police
- Essential services - water, electricity and drainage services
- Public transport, Gozo Channel and other ferry services
- Cultural activities and competitions.
We also provide information on day to day Government notices
regarding:
- vacant posts within the Public Service
- local and foreign examinations
- payment of licences
- health notices and warnings
- educational and cultural activities
- local and international competitions.
Our commitment
When you phone us on Freephone 153 you can expect us to:
¥ answer your call promptly and courteously
¥ provide you with the most accurate and recent information you
require from our database.
When you require information of a specialised nature that we are
unable to provide, we will give you a contact number of the Department
concerned or of the person who would be able to answer your enquiry.
When you require information that is complex or detailed, we will
send you that information by post, fax, or e-mail on the same day. You
may, of course, call personally at our offices to collect the material
you need.
There may be instances when we might need to verify the information
requested. In such cases you will be asked to leave your telephone
number and we will get back to you, with the information you need, on
that same day.
info@gov.mt
When you send us an e-mail on info@gov.mt
you
can expect us to:
- reply within one working day of receipt
- give you the most accurate, up-to-date information available to
us.
Direct Mailing Services
Direct Mailing Services are offered by the Department of
Information, free of charge, to e-mail users. Three of these services
consist of notices extracted from the Malta Government Gazette,
concerning Employment Opportunities in the Public Sector, Scholarships
and Calls for Public Tenders. Other services include press releases
and press photos issued by the Department of Information as well as a
Diary of Events, compiled by the Department of Information, recording
Government activities and other events of national importance.
E-mail users can apply for any of these services, simply by
clicking on the REGISTER button and filling in the Registration Form
available on the website of the Department of Information at the
following address:
www.doi.gov.mt/EN/Mailing/dms/mailserv.asp
Full list of services
- Employment Opportunities: Calls for applications for the filling
of posts in Ministries, Government Departments and their Agencies.
These are extracted from the Malta Government Gazette
- Scholarships: Scholarships announcements extracted from the
Malta Government Gazette
- Public Tenders: Calls for tenders issued by Government
Departments and their Agencies as well as by Local Councils, all
extracted from the Malta Government Gazette
- Press Releases: Official Press Releases issued by the Department
of Information
- Press Photos: JPEG images of Government activities, national
events and other public functions. Subscribers are required to open
incoming messages regularly so as to avoid jamming of their mailbox
- Monthly Diary of Events: Diary of events recording Government
activities and other events of national importance.
Our commitment
When you subscribe with the Department of Information for the
Direct Mailing Services you can expect us to:
- acknowledge your subscription within one working day of receipt
- commence delivery of services within three working days from the
date of registration
- send you notices about Employment Opportunities, Scholarships,
Public Tenders on Tuesdays and Fridays
- send you press releases and press photos daily on working days
- send you a Diary of Events within ten working days of the
following month.
Services online on the Department of Information website:
www.doi.gov.mt/
www.doi.gov.mt/EN/press_releases/
- Employment Opportunities:
www.doi.gov.mt/EN/employment_opp/default.asp
www.doi.gov.mt/EN/scholarships.asp
www.doi.gov.mt/EN/tenders/
www.doi.gov.mt/EN/legalnotices/
- Index of Acts presented in Parliament:
www.doi.gov.mt/EN/parliamentacts/
- Index of Bills presented in Parliament:
www.doi.gov.mt/EN/bills/
Our commitment
You can expect us to:
- update press releases regularly on working days
- update the Employment Opportunities, Scholarships, Tenders,
Legal Notices, Index of Acts and Index of Bills presented in
Parliament timely on Tuesdays and Fridays.
Customer Care
We provide front office customer care to members of the general
public who call to obtain information and material relevant to
Government services and activities.
Our commitment
When you call at our offices you can expect us to:
- deal with your enquiries quickly and effectively
- welcome you in a clean office environment
- be responsive to your requests in the least possible time
- treat you with courtesy and respect.
Typical queries
Where do I register my newly born baby and what documents do I
need?
What is the National Minimum Wage?
Which Departments have a Quality Service Charter?
How do I apply for the Children’s Allowance?
Who is the mayor of St. Paul’s Bay?
Is there a call for applications for the post of Clerk in the
Public Service?
I have lost my Identity Card. What should I do?
How do I apply for a new passport? Can someone else collect it on
my behalf?
Can German nationals make use of St. Luke’s Hospital free of
charge?
How much is the subscription fee for the Government Gazette?
Where can I report a change of address?
Which countries are members of the European Union?
Where should I go to take an affidavit?
How should I address a Member of Parliament?
Data protection
We are committed to protecting our clients’ privacy and we will
not collect any personal information about you unless you provide it
voluntarily. Any personal information you communicate to us is kept
within the Department of Information.
We will use any personal information submitted when filling the
form on the CONTACT US page on the Department of Information website
or on the CONTACT DETAILS when subscribing for the Direct Mailing
Services, only to respond to your message.
Contacting us
Our offices are open Monday to Friday from 8.00 a.m. till 5.00 p.m.
You can contact us by:
- phoning on Freephone 153, even from your mobile phone
- sending us a fax on 21 222 696 or 21 250 250
- sending us an e-mail on info@gov.mt
- accessing our website at www.doi.gov.mt/
- calling personally at our offices, where one of our customer
service representatives will be more than willing to help you
- writing to the:
Government Information Service
Department of Information
3, Castille Place
Valletta CMR 02
We need your
feedback!
We continuously strive to provide a service that meets your needs
and we welcome any comments and suggestions for service improvement.
Kindly give us your comments by filling in a Feedback Form and leaving
it in the suggestion box that we have made available at the entrance
of the Department of Information.
If you think that we have failed to maintain our service delivery
standards as explained in this Quality Service Charter, you can lodge
a complaint by calling us on 21 246 802, 2599 1110, or 2599 1112 or
writing at the following address:
Government Information Service
Department of Information
3, Castille Place
Valletta CMR 02
Given that your complete satisfaction is essential to us, we will
look into all complaints as they help us improve our service. We will
acknowledge your complaint promptly and send you a full reply within
three working days.
If you are not satisfied with our reply, you can contact the
Director of Information by:
The Director
Department of Information
3, Castille Place
Valletta CMR 02
If you still feel that your complaint has not been dealt with
properly, you can get in touch with the Customer Care Coordinator at
the Office of the Prime Minister (the ministry responsible for the
Department of Information) by:
Customer Care Coordinator
Office of the Permanent Secretary
Office of the Prime Minister
Auberge de Castille
Valletta CMR 02
All information is correct at time of going to print. Updated
information is available on the Charter Support Unit website and on
the Department of Information website.
First printed September 1999
May 2003
|