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Directorate of External Affairs - Customer Care Charter

The DEA is committed to providing a high quality service to all its customers in a friendly customer focused environment.  We aim to deliver quality services that are accessible to all.

Our commitment to you:

  • Our staff will be customer focused, courteous, professional and well trained
  • We aim to answer all telephone calls within 15 seconds and we will answer politely
  • We will be helpful and respond to your enquiry promptly and professionally and resolve at the time whenever possible
  • If we are unable to fully resolve your enquiry we will refer you to the correct person/department
  • We aim to acknowledge receipt of all emails within 5 working days where possible
  • We will provide opportunities for feedback and implement changes to help us to continually improve services