Our Regulatory Service Standards – What you can expect from us
For us, ‘Good’ looks like:
- well led and well managed, with suitably skilled and experienced staff and effective underpinning systems and processes;
- transparent in our decision-making and continuously improving our service to customers and partners, benchmarking ourselves against the very best
We are committed to developing and delivering an excellent service to all our customers, and take pride in doing a good job. We will do this by being:
Passionate and ambitious
- We actively seek new ideas and approaches from both inside and outside Natural Resources Wales
- We seek to innovate in our work and find creative solutions to problems
- We communicate and engage confidently and in a timely way about our work
Trusted and professional
- We are open and transparent in explaining our actions and decisions
- We base our actions and decisions on the best available information
- We respect the views of others and treat others as we would expect to be treated ourselves
- We encourage and respond constructively to feedback
Common sense
- We work together and with others to find practical and pragmatic solutions, inside and outside the organisation
- We focus on the outcome and use minimum necessary process
Responsible and accountable
- When we make mistakes, we learn from them and make improvements where we can
- We are accountable for our actions and decisions
To help deliver this, we aim to provide clear information on:
Our standards for specific services
Environmental Permitting - How we work together
How to access our advice and guidance
Our published advice and guidance
How we monitor and support compliance and our approach to checks on compliance
Operator Risk Appraisal - OPRA
How we will respond to non-compliance with regulation – our enforcement policy
Enforcement and Prosecution Policy
What are our fees and charges are and how these are worked out
How to complain or appeal against our decisions
How to complain or give us feedback so that we can improve what we do.
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