TEIGNBRIDGE CITIZENS ADVICE BUREAU
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Teignbridge Citizens Advice Bureaux (CABx) Policy on Advice Provision via email
Introduction
As at January 2001, only one of the three Teignbridge CABx offices, advertisies an email address on letterheads and compiment slips and that Bureau - Teignmouth has not received any enquiries by email. However, the increasing use of comoputer technology will lead to receipt of enquiries by email and for that purpose this policy has been agreed by the Management Committee on 26th April 2001.
Confidentiality
Teignbridge CABx recognise the importance of ensuring, to the best
of our ability, that Citizens Advice confidentiality policy is
applied. Consequently, when an email enquiry is received, a
disclaimer will be sent stating.
"Teignbridge CABx provides confidentiality once your information
reaches the Bureau, but due to the manner in which email operates, we
cannot provide such a guarantee during its transmission. If you
accept this disclaimer, please acknowledge and we can then respond
with the required informatin/advice to you".
Bureau opening hours and telephone number will be added for information.
Response Time
An email can arrive at any time. We will check the email every day that the bureau is open, unless the Manager and Advice Session Supervisor are both absent and we will strive to provide the requested information within a maximum of 3 wrorking days.
Services
Enquiries will be checked for issues such as time limits/key dates and where necessary a response wil be sent stating that such a limitation applies.
Any advice/information imparted to a service user will state that the advice/information was correct as of that date.
The response will be checked by and sent in the name of the manager as with all correspondence.
If the case is complex and requires a significant amount of advice/information, the service user will be sent a summary ad informed that it is such.
Case Recording
A printed record of the email and the response will be printed and stored in the normal way as as case sheet and retained for the usual seven years.
Complaints
The Citizens Advice complaints procedures applies.
N.B This email policy is under review
FundingAs charities, Citizens Advice Bureaux rely on grants and donations to maintain core activities and to implement new projects. Government and local authority grants fund the core of our work (see our annual report for details). In addition we have a wide range of projects that also require funding. A number of corporate and charitable trusts already support the Citizens Advice service as donors or Friends of CABx. If you would like to help us raise funds or would like to make a donation to our service please contact us. |