RGD apologises to customer

The Editor, Sir:

I write in response to a letter captioned 'RGD's, Kingston Mall torture', published in The Gleaner on Tuesday, July 27. The letter written by Omar Tomlinson expressed dissatisfaction with the level of customer service displayed by a Registrar General's Department (RGD) customer service repre-sentative at our Kingston office, the length of time spent in accessing the service and a foul odour emanating from the premises.

Let me use this opportunity to publicly apologise to Mr Tom-linson for the inconvenience caused. Based on our investi-gation, we were able to ascertain the name of the officer who was responsible for such behaviour, and assure you that the necessary steps have been taken.

We continue to remind our staff of the importance of displaying good customer service at all times. The RGD, in keeping with the commitment made in its Citizen's Charter, is dedicated to providing high-quality customer service and to ensuring that each customer who visits any of our RGD offices is satisfied. The RGD conducts biannual customer service surveys, and based on its findings improvements are normally made to respective areas.

Unusual odour

In reference to the foul odour emanating from the premises, contact was made with the Urban Development Commission (UDC) to inspect the premises. We were advised by the UDC that there is no unusual odour.

We note, too, that Mr Tomlinson raised the issue of the length of time which was spent in accessing our service. The RGD provides Q-matic System at all our locations. Each customer service representative is allowed a minimum of five minutes to interview customers and enter application information, bearing in mind that each customer's situation varies.

The RGD will continue to put the necessary measures in place to ensure that customers are dealt with in the most reasonable possible time, and that the chances of this behaviour recurring will not be repeated.

We welcome the continued feedback from our customers and we encourage them to place their suggestions and observations in the suggestion boxes at any of our offices islandwide.

Once again, the RGD wishes to apologise to Mr Tomlinson for any inconvenience he may have experienced.

I am, etc.,

PATRICIA HOLNESS

Chief Executive Officer

Registrar General and

Deputy Keeper of the Records