The National Youth Agency is considering establishing a charter for the way in which it handles customers. The NYA aims to provide a polite and welcoming service, and wishes to implement procedures that will ensure visitors and customers are responded to efficiently in a friendly, approachable and professional manner.

The NYA believes that it provides a good all-round service to the youth work world, but is constantly seeking ways to improve its practices. Under consideration are the ways in which it deals with both written and telephone communication, and enquiries from visitors.

It also welcomes views from those that use its web site so it can continue to update it regularly with the type of information that is most relevant and useful.

The Agency's complaints procedure is also being examined during this process.

A three-stage complaints procedure is proposed that should ensure all matters can be handled satisfactorily, and will ultimately help The National Youth Agency to provide an even better service.