ANNEX G: TEXT OF THE ENFORCEMENT CONCORDAT Principles of Good Enforcement: Policy
StandardsIn consultation with business and other relevant interested parties, including technical experts where appropriate, we will draw up clear standards setting out the level of service and performance the public and business people can expect to receive.   We will publish these standards and our annual performance against them. The standards will be made available to businesses and others who are regulated.
	OpennessWe will provide information and advice in plain language on the rules that we apply and will disseminate this as widely as possible.  We will be open about how we set about our work, including any charges that we set, consulting business, voluntary organisations, charities, consumers and workforce representatives.  We will discuss general issues, specific compliance failures or problems with anyone experiencing difficulties.
	HelpfulnessWe believe that prevention is better than cure and that our role therefore involves actively working with business, especially small and medium sized businesses, to advise on and assist with compliance.  We will provide a courteous and efficient service and our staff will identify themselves by name.  We will provide a contact point and telephone number for further dealings with us and we will encourage business to seek advice /information from us. Applications for approval of establishments, licenses, registrations, etc, will be dealt with efficiently and promptly.  We will ensure that, wherever practicable, our enforcement services are effectively co-ordinated to minimise unnecessary overlaps and time delays.
	Complaints about serviceWe will provide well publicised, effective and timely complaints procedures easily accessible to business, the public, employees and consumer groups.  In cases where disputes cannot be resolved, any right of complaint or appeal will be explained, with details of the process and the likely time-scales involved.
	ProportionalityWe will minimise the costs of compliance for business by ensuring that any action we require is proportionate to the risks. As far as the law allows, we will take account of the circumstances of the case and the attitude of the operator when considering action.We will take particular care to work with small businesses and voluntary and community organisations so that they can meet their legal obligations without unnecessary expense, where practicable.
	ConsistencyWe will carry out our duties in a fair, equitable and consistent manner. While inspectors are expected to exercise judgement in individual cases, we will have arrangements in place to promote consistency, including effective arrangements for liaison with other authorities and enforcement bodies through schemes such as those operated by the Local Authorities Co-Ordinating Body on Food and Trading Standards (LACOTS) and  the Local Authority National Type Approval Confederation (LANTAC).