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Client Service Charters

Some agencies offer service charters that set out some guidelines about the relationship between client and agency as opposed to the codes of conduct/ethics which tend to set out the relationship between client and worker. They are often couched in the language of rights and responsibilities.

When considering the issues surrounding Client Service Charters for your organisation, ask yourselves:

do you have a charter?
is it the most appropriate charter possible?
how is the charter implemented?
how is the charter monitored?
what is the nature of the charter and is it enforceable, if so, how is it enforced?
how is the charter reviewed?
does it apply to the work undertaken and if so, is it mandatory or voluntary?
does the charter require change in order to comply?
if compliance is lacking what are the consequences?