HANDLING THE CUSTOMER'S REQUEST

• 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.