Availability of OCR services: OCR will provide all customers with access to its case resolution process by making staff available to speak with customers at a time and in a manner that are mutually convenient, and by making OCR’s services readily available.
Clarity of communication: OCR’s communication with customers, including customers who have limited English proficiency and customers with disabilities, will be clear and understandable.
Consideration for customers: OCR will be considerate of customers’ needs and circumstances, including time, when making requests for data or other information.
Courtesy: OCR will treat all customers with courtesy and respect.
Fairness: OCR will conduct case resolution activities in a manner that is objective, unbiased, and impartial.
High quality of case resolution activities: All OCR case resolution activities will be conducted consistent with applicable laws, regulations, policies, and procedures and established agency quality standards.
Professionalism: OCR will abide by applicable standards of
conduct, privacy requirements, and Departmental regulations, policies, and procedures.
Promptness: OCR will conduct case resolution activities in a timely and efficient manner, and will respond to telephone calls and correspondence from customers promptly.
Communication about the status of cases: OCR will communicate with appropriate frequency with customers about the status of their case.
Responses to questions: OCR will listen carefully to and work
to understand all customer concerns and questions, and will provide appropriate
information in response.