Customer Service Action Plan (CSAP) 2025-2028

The Department of Justice is pleased to announce the launch of our Customer Service Action Plan (CSAP) 2025-2028.

This Plan sets out the standards of service that our customers can expect of the Department. Whether applying for a permission, or visiting one of our websites, the objective of this Plan is to deliver a positive, user-friendly experience to the public.

It is a vital step in continuing our commitment to providing exceptional service to the public. It focuses on enhancing the quality, accessibility, and responsiveness of our services while ensuring we stay aligned with the evolving needs of those we serve. The plan was developed by the Justice Customer Service Working Group, in collaboration with key stakeholders, and builds on the successes of our previous initiatives including the Customer Charter.

To help guide the delivery of the Plan, key actions have been divided into three key themes;

1. Access – Make services, buildings, information, and websites more accessible to customers
2. Experience – Enhance customer interactions across channels
3. Feedback – Shape and improve services by collecting insights, opinions, preference and complaints from our customers and our people

The Customer Service Working Group will monitor the implementation progress of the actions, identify areas for improvement, and keep you updated on key developments. While our collective role in delivering high-quality customer service remains crucial to success of the Plan. We thank everyone who contributed towards this mission, and we will support you every step of the way.

Together, we can make a significant impact and ensure that the Department remains a leader in customer service excellence.