Who we are

This Charter

Our commitment

How to contact us

Our service standards

Your rights and responsibilities

Help us to help you

Make a suggestion or complaint

At the Office of Review within the Ministry of Education, we are responsible for initiating, developing, assisting, coordinating and spearheading change initiatives. We also strive to enhance the quality of services provided by the Ministry of Education.

This Charter is for you if you want to:

• make a suggestion on how to improve or change the quality of our service
• submit an application issued by a department/entity within the Ministry of Education
• make a request for information about any educational issue/matter
• make a complaint about any matter related to education.
• take part in initiatives that will be of benefit to you.

This Charter tells you about:

• our commitment to high quality service
• what you can expect from us
• our service delivery standards
• your responsibilities
• how to make a suggestion or a complaint.

This Charter is not about the decisions we make on complaints/requests, nor the government policies relevant to those complaints/requests since our role is to monitor and seek to improve the quality of our customer service according to the standards set out in the Quality Service Charter.

We are committed to providing an efficient and effective quality service. We are always ready to provide you with the assistance and service you may require. We will:

• be informative, helpful and efficient in response to enquiries
• strive to improve our services
• report our service outcome to the Minister of Education and publish our results.

In all our dealings with you, we will:

• identify ourselves and our position
• answer your enquiries or requests with clear and accurate information about our services
• provide you with the correct information
• keep your information private and give you access to it
• take into account any special needs you identify
• use plain English or Maltese to communicate.

You can contact us by:

• coming personally or writing to the:

Office of Review

Room 401

Ministry of Education

Floriana CMR 01

• phoning on our freephone 0800 772330
• phoning the staff at our front office on 21 231864
• phoning the staff at our main office on 21 239964 / 25982525 / 6
• sending us a fax on 21 225630/21 220156
• sending an e-mail on: infomoed@gov.mt
• accessing our website at http://www.education.gov.mt

When you visit our office we will:

• be quick, courteous and helpful at all times
• welcome you in a clean and friendly environment.

When you phone us you can expect us to:

• answer promptly
• identify ourselves and our position.

When you write to us you can expect us to:

• send an acknowledgment within 24 hours of receipt
• send an initial reply within 5 working days of acknowledgment
• send a final reply to more complex correspondence within 10 working days of initial reply.

When you send us an e-mail, you can expect us to:

• send an immediate acknowledgment
• send an initial reply within 2 working days of acknowledgment
• send a final reply to more complex correspondence within 5 working days of initial reply.

We will also:

• keep you informed on the progress of your enquiry
• provide you with additional information or documents relevant to your complaint/request together with contact officer, or subsection and a contact number
• explain our decisions and advise you about any review rights and how to apply.

Under this Charter you have the right to

• lodge complaints
• privacy and confidentiality
• access our services and information in a manner that meets your needs
• expect the standards outlined in this Charter.

So that we can provide high quality service, it is essential that you

• give us accurate and complete information about your circumstances
• treat our staff courteously
• be honest and ethical in your dealings with us
• let us know of issues as they arise and of any changes in your needs
• help us improve this Charter with your suggestions.

We want to keep improving our service to you. If you wish to make a suggestion about how to improve our service or compliment us on our service, we recommend that you first contact our customer service staff under ‘How to contact us’ section.

If you are not satisfied with the service you received, please contact the Customer Care Coordinator to try to resolve any problem.

If you are still not satisfied or are unable to contact the above, you can contact the Director at the address below:

• by fax on 21 220156
• personally or in writing to:

Office of Review

Room 401

Ministry of Education

Floriana CMR 01

For comments on this Charter, write to:

Office of Review (Education)

Quality Service Charter

Room 402

Ministry of Education

Floriana CMR 01

or fill in a feedback form and post it in the suggestion box at the department. We will consider all suggestions in our plans for service improvement.

All information is correct at time of going to print. Information is continuously updated on the Charter Support Unit website and on the Ministry of Education website.

Published by the Charter Support Unit, OPM

http://www.servicecharters.gov.mt

Printed at the Government Press

July 2002