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 Ecology Home : Regulatory Streamlining : Customer Service Principles

Customer Service Principles

Our commitment to you as Ecology employees

Responding to citizens

• We will make every effort for all callers to be able to reach a live person during normal business hours, if the person they are calling is not available.

• We will make every effort to return all calls within 24 hours or the next business day.

• We will keep our voice mail greetings current and allow an easy means to get to a live person.

• We will keep our telephone book listings updated and easy to understand.

• We will continue to improve the quality of our customer services through training and other appropriate means.

• We will make every effort to respond to written correspondence within 14 days of receipt of a letter.  We will consider responding via a phone call or email when appropriate.

Permit processing

• We will make every effort to make fair, appropriate, and timely permit decisions.

• Our permitting staff will be knowledgeable, objective, helpful, responsive, and cooperative.

• We will communicate information clearly, timely and accurately.

Making rules

• We will create opportunities to provide input into rule development.

• We will ensure plain English explanations of regulations and the problems they are designed to address.

Enforcement Inspections & Compliance Assistance

• Compliance assistance field representatives will provide timely assistance, referrals and be technically knowledgeable.

• You should expect compliance assistance tools that are responsive to your needs.

• Inspectors will be professional, courteous, technically knowledgeable, with appropriate understanding of federal requirements and agency compliance and enforcement policies.