The main services of the Bureau are:

• The promulgation of national standards which facilitate trade and safeguard against goods which are hazardous to health and safety 

•  Providing national and international standards information 

•  Provide assistance in the development of national and regional standards 

•  Providing international trade information as the World Trade Organization /Technical Barriers to Trade (WTO/TBT) Enquiry point 

•  Operating as Contact Point for the Codex Alimentarius Commission – the FAO/WHO body responsible for the establishment of international food standards 

•  Monitoring at ports of entry and the marketplace to ensure compliance with standards and regulations 

•  Testing and analyzing of raw materials, components and finished goods 

•  Certification of products, processes and systems 

•  Calibration of equipment 

•  Offering Industrial training as a mechanism to promote the application of standards through seminars and in-plant courses 

•  Research and development 

• Technical advice/Consultancy

The laboratories and departments that carry out these services are:
Chemistry, Microbiology, Metallurgy, Mechanical Engineering, Non-Metallic, The Inspectorate, Packaging, Civil Engineering, Metrology, Electrical/Electronics, Furniture, Standards and Certification, the Training & Development Centre and the Technical Information Centre.

Through analyses of feedback from our customers there is constant review for the continuous improvement of the services being offered.

• All customers who visit the offices of the Bureau of Standards are greeted courteously by staff who are easily recognized by corporate identification badges
  
  
• Telephones are answered within five (5) rings and our customers are not put on hold for longer than thirty (30) seconds. Employees answering the telephones politely identify themselves and state the name of the organization and/or their Department.
  
  
• All national standards may be purchased on request. However, standards from overseas standards bodies have to be ordered. Customers are advised of the approximate date when the document will become available and the cost in the relevant currency and its local equivalence.
  
  
• All requests are processed immediately provided the customer gives adequate information. An estimated turn-around time is given for each job including complex jobs requiring sample conditioning, the design of test jigs, development of methodologies or extensive literature search.
  
  
• The Bureau’s Service Contract Form must be completed for each job to ensure clarity of the customer’s request, to verify that all relevant contact information is obtained and for the assessment of delivery capability.
  
  
• Testing is done in accordance with standard test methods using calibrated equipment traceable to primary standards.
  
  
• A Certificate or Report is issued on the completion of each job.
  
  
• Customers are contacted if subcontractor’s services are required or where additional or alternate testing and analyses are necessary to complete the job.

The delivery times included below are for services that are time sensitive and which are of the greatest economic significance to our customers, particularly exporters.

Processed Food

• To test and issue approval certificates for Low Acid Canned Foods 18 calendar days 
•  To test and issue approval certificates for other prescribed foods 12 calendar days 
•  To issue export certificates 2 working days (1) 
•  To issue hygiene, free sale certificates and exemption letters 2 working days (2) 

Weights and Measures

• Weights check and certification of cheese for export 5 working days (3)

Reinforcing Steel Bars

• To issue entry certificate 24 hours after arrival of shipment at port of entry (4)

 Conditions:

• Products requiring export certificates must be already tested and a valid approval certificate provided
• Certificates required in English Language only
• Notice of requests for weight checks and certification should be made 3 days in advance
• Satisfactory third party certificates and mill certificates covering shipment of steel bars must be submitted to the Bureau before processing the request.

• Express service is available for some categories of tests. Where special arrangements are made and a surcharge agreed upon, results are given within 2 – 5 working days

• Customers who wish to have jobs expedited should indicate this on the Service Contract Form.

As our customer, you have a role to play in ensuring that you receive quality service. Please:

• Be polite.
• Provide honest information and the correct supporting documents where applicable.
• Acquaint yourself with the regulations that govern the operations of the Bureau of Standards Jamaica.
• Conduct business in a disciplined manner and pay the required fees on time.
• Provide feedback: tell others when our services delight you and tell us when things go wrong.

• We update our customers by an ongoing public information programme which includes Public Notices and Advertisements through the print and electronic media, radio interviews, television features and by participating in trade shows and expositions.

• The Bureau publishes brochures and fact sheets to provide customers with information on its special programmes, and the functions of its laboratories and departments.

• The Bureau advertises all draft Standards issued for comments as well as listings of the products that have earned the National Certification Mark.

• All officers of the Bureau sign the Official Secrets Act. Sanctions for disclosure of classified information are detailed in the Disciplinary Code of our Conditions of Service. This guarantees confidentiality of customer information.

• Customer reports are only directed to a bona fide company representative.

• The Bureau’s main office is located at 6 Winchester Road, Kingston 10
• The Regional Centres are located in Manchester, St Ann, Westmoreland and St James
• In addition to general and direct telephone lines to the Bureau, customers are able to access information on our services by contacting:

Web site: www.bsj.org.jm. 
E-mail: info@bsj.org.jm

The Bureau conducts customer service surveys regularly to identify and address areas in which our service to customers needs improvement.

 A suggestion box is placed in the lobby area at key locations. We invite your feedback on the quality of service provided and welcome suggestions for improvement. Please place your suggestion in the nearest available box. Call or write to the Executive Director at:

The Bureau of Standards
6 Winchester Road 
Kingston 10 
Tel: 926-3140-5 
Fax: 929-4736

If you are not satisfied with our service, please click here to submit complaints. The Customer Relations Officer will immediately respond to the customer and ensure that corrective action is taken as described in the Bureau’s Procedure for Corrective and Preventive Action (JBS/QSP/14-01). A time frame of two (2) weeks is given for response to all written complaints.

The Management Review Committee chaired by the Executive Director will review all customer complaints and resolutions to ensure that our customers are satisfied. If you are not satisfied by the corrective action taken, you may take your case to:

Mrs. Carol Royes
Director, Standards and Monitoring Unit
Office of the Cabinet
2a Devon Road
Kingston 6
Tel.: (876) 920-4765
Fax.: (876) 929-6676

and finally:

The Public Defender
78 Harbour Street
Kingston