Staff will provide polite, efficient and helpful service on the telephone and in person. They will give their name on the telephone and in correspondence, and conduct themselves professionally. They will wear name badges on appropriate occasions.
The target for processing membership applications is 5 working days. If there are issues to resolve that prevent completion of an application within 5 working days, the applicant will be advised of these issues within 5 working days and given a date by which the application should be resolved.
The target is to answer simple queries within 5 working days. Where a query is complex, an acknowledgement will be given within 5 working days that will state who is dealing with the request and when a full reply can be expected.
The Office aims to answer all calls within 20 seconds and the person answering will give their name. Answerphone and voice-mail messages will receive prompt attention, and where possible, calls will be returned within one working day. The use of answerphones during working hours will be kept to a minimum.
|Office hours||The Office will be staffed from 09:00 to 17:00 from Monday to Friday. Answerphones will be available outside normal hours on the published office numbers.
The office will be closed on public holidays.
|Orders for publications||
The office aims to dispatch all requests for HePAG publications within 5 working days of receipt.
The Office aims to acknowledge applications within 5 working days of receipt. The acknowledgement will advise who is dealing with the case and when you will hear the outcome of your application.
|Course and tutor approvals||
The Office will acknowledge applications within 5 working days. The acknowledgement will advise when the application will be considered and the results announced.
|Website||The target for making simple changes to the website (e.g. adding a course advertisement, research paper or FAQ) is 5 working days, although in most cases such additions will be done by the next working day.
For more complex changes, the target is to analyse the problem and provide a time-scale for its implementation within 5 working days.
All changes to website content or structure are subject to HePAG management approval.
Our company is committed to providing a high-quality service. Despite this commitment, sometimes things do go wrong. When this happens, we want to know about it, and to put things right where we can.
We should also like to hear any suggestions you may have about how our services are provided. We can use these to improve the way we work.
If you have a suggestion or a complaint, tell us about it, and help us to help you.
Contact details can be found here.
We will investigate your complaint thoroughly and fairly.
If we are at fault, we will try to put things right as quickly as possible. If not, we will give you a full explanation.
If we cannot resolve your problem on the spot, we will acknowledge receipt of the complaint within 5 working days.
The acknowledgement will say who is dealing with the complaint and when you can expect a reply.
We welcome the opportunity to learn from our mistakes and to improve the services we offer. We will monitor the number and types of complaints, compliments and suggestions received, along with improvements.
Welcome to the HePAG website, which includes information on acupuncture for the general public and a whole range of services for members. These services include a list of acupuncture training and CPD courses available to allied health professionals, and -if you're a member- the facility to access and update your own records in the HePAG membership database.
Members can now also buy HePAG publications online and book Course and Conference places.
Social Media Debates
HePAG is aware of regular discussion taking place on Twitter and Facebook in relation to acupuncture.
Social media debates often have the tendency to easily get confused because of the incompleteness of arguments (dictated by the medium) or the participation of contributors who do not always have specific knowledge for a clear and to the point exchange of views.
Therefore we invite any questions or comments to HePAG to be directed via the ‘contact us’ button on our website (hepag.org.uk) and we shall respond to these as usual.
Social Media Policy
The HePAG social media accounts are managed by the HePAG Office.
If you follow us you can expect around 3 or 4 updates a week covering the following topics:
If you follow us we will not automatically follow you back. This is to save our resources in handling spam.
We welcome feedback from our followers and do read all the comments that we receive. We may not, however, be able to respond individually to all the messages.
To send any offical correspondence please contact HePAG at their offices by calling 01733 646888 or email us at firstname.lastname@example.org.
We do not accept complaints via our social media sites.