CUSTOMER SATISFACTION

• All customers who visit the offices of the BSJ 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, at a time. 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 ones requiring sample conditioning, the design of test jigs, development of methodologies or extensive literature search. 

 

• If a delay is experienced in delivering report to the customer, he/she will be contacted, explaining the delay and providing a new delivery date.

 

•  The BSJ'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.

 

• In addition to general and direct telephone lines to the BSJ, customers are able to access information on our services by contacting:E-mail: info@bsj.org.jm

 

Additionally all officers of the BSJ 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 CUSTOMER'S ROLE 

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 BSJ. 

 

• 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.

 

The BSJ 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 Jamaica
6 Winchester Road 
Kingston 10 
Tel: 926-3140-5 
Fax: 929-4736

 

CUSTOMER QUERIES & COMPLAINTS 

If you are not satisfied with our service, please tell us. All queries or complaints should be directed to the BSJ's Customer Service Officer by completing the customer complaint form or be sent in writing to the Executive Director.

The Customer Service Officer will immediately respond to the customer and ensure that corrective action is taken, as described in the BSJ's Procedure for Corrective and Preventive Action (JBS/QSP/14-01). A timeframe 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

 

The Public Defender

78 Harbour Street
Kingston