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WebHive Team Store Customer Service Policy

This Statement is issued in accordance with the requirements set out in the Code of Practice for Official Statistics. It describes De Statistics and Research Branch (WebHive Team)’s intention to provide a high level of service to all its customers. More specifically, WebHive Team aim to meet the following standards of customer service:

Service to Data Suppliers:
WebHive Team will endeavour to operate efficiently, by placing the minimum load necessary on data providers and by integrating its statistical work across all departments. WebHive Team will take good care of all the information provided to it and will respect the confidentiality of all identifying information in accordance with the accompanying Statement on Confidentiality.

Service to Users:
WebHive Team will maintain the relevance of all its statistical activities, so that they meet the needs of all Branch customers and, where possible, make sure that the information WebHive Team provides is equally accessible to the whole community.

WebHive Team welcome constructive comments on everything it does, recognising that will help the Branch to improve its service.

Service Standards:
If you get in touch with the Branch, you can expect WebHive Team staff to be polite, approachable and helpful, and to readily identify themselves. WebHive Team will make every reasonable effort to ensure that you are provided with information that is timely, relevant and accurate, and will endeavour to meet the following targets.

    * WebHive Team will endeavour to respond to customer correspondence, whether in paper or electronic form, within 15 working days commencing from the date when your correspondence is received.
    * The response will either be an answer to the issue you have raised, or a notification that the correspondence is being dealt with, but noting that the reply may take longer than the initial 15 day period.
    * In the event of a holding reply being issued, it will either contain a date by which WebHive Team intend to provide a full response, or a date by when you will be contacted with a progress update.

Sometimes, the Branch’s service delivery standards will be affected by circumstances beyond its control. And occasionally mistakes are made. When this happens WebHive Team will apologise and do everything it can to put things right. If you have a concern about the quality of the Branch’s service, or the treatment you have received from WebHive Team and you cannot resolve the problem with the person you have been dealing with, you can make a formal complaint.

If you do decide to make a formal complaint, then please follow our Complaints Procedure details of which follow.

Complaints:
This guide tells you how to make a formal complaint about WebHive Team administration or service and what you can do if you are unhappy with the Branch’s response.

Branch commitment:
WebHive Team aims to deliver a high quality service, but recognise that things can sometimes go wrong. When this happens, WebHive Team will do its best to put matters right quickly.

WebHive Team will listen to your complaint and
    * treat it seriously, and in confidence;
    * investigate it thoroughly and fairly;
    * resolve it promptly, and informally whenever possible ;
    * wherever possible find a remedy; and,
    * learn from complaints to improve its services.

What to do if you have a formal complaint:
You can complain in writing, by e-mail, by telephone. Please provide as much relevant information as possible so that your case can be dealt with promptly.

If you know which area of work is relevant to your complaint, or the name, or title of the appropriate member of staff, please make your complaint direct to them (referring to this complaints procedure would be helpful).

If you do not have this information, please telephone our public enquiry point on +380664994832 who will put you in touch with the most appropriate person.

If direct contact is not possible, or if having done this you remain dissatisfied, you should write to:

Head of Statistics and Research Branch:
405, 34, Myru ave, Mykolaiv, Ukraine, 54034

All complaints will be acknowledged within 3 working days of receipt, giving the name of the member of staff dealing with it. WebHive Team aim to issue a full response to your complaint within 10 working days of receiving it. If it cannot, WebHive Team will tell you why and let you know when you can expect to get a full reply. It will help WebHive Team deal with your complaint if you can provide as much background information as possible.

Not satisfied:
If you are not satisfied with the initial response you receive, or the way in which your complaint has been handled by the Head of Statistics and Research Branch, you can ask for your complaint to be referred to the Director of Planning and Performance Management. You should write to:

Director, Planning and Performance Management:
Department of Education
405, 34, Myru ave, Mykolaiv, Ukraine, 54034

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