Policies and publications

HIE's Service Charter

The Service Charter sets out the high standards of service you can expect from HIE.


  • Our main offices will be open from 9am to 5pm, Monday to Friday. (Any exceptions or variations will be publicised.)
  • Visitors to our offices will be seen promptly at their appointed time.
  • Visitors without an appointment will be seen within ten minutes of their arrival by a member of staff who will either deal with their enquiry or arrange an appointment.
  • Staff who undertake reception duties will wear name badges.

Special needs

  • We do everything we can to make our services available to everyone. Please let us know about any special needs in advance and we will do our best to help.

  • Our website has been designed for people with visual impairments.


  • Reception staff will answer all phone calls within five rings and give the name of the organisation.

  • Other members of staff will identify themselves by name when receiving calls.

  • Incoming calls on direct lines will normally be answered within five rings. When staff are not available, their calls will be answered by colleagues, or voice-mail, which may take slightly longer.

  • Answerphone machines will only be used in receptions outside normal office hours, on public holidays, during staff development, in cases of emergency, or in exceptional circumstances.

  • We will return all telephone, voice-mail or answerphone messages by the end of the next working day, unless we have told you otherwise.


We will reply to all letters, faxes and e-mails that call for a response within seven working days of receiving them. If we need more time, we will briefly acknowledge your correspondence and let you know when to expect a full response.


We review our customer service standards regularly and independent researchers measure our performance against targets. We publish the results in the annual report.

Audit Scotland assesses HIE's overall performance and value for money www.audit-scotland.gov.uk

Information and openness

You can get information about our plans and services by phoning, writing, calling in at our offices or emailing us at info@hient.co.uk

HIE complies with the Freedom of Information (Scotland) Act (FOI), which governs the way in which public organisations process requests for information. Details of how to exercise your rights under the Act can be found on this website and in each of our offices. The Act is enforced by the Scottish Information Commissioner, whose website is www.itspublicknowledge.info


We consult our customers and partners regularly through day-to-day contact, meetings and customer surveys. Your views on our services and facilities, and your understanding of our role, are important to us.


We follow the Government's policy on payment performance and aim to pay all invoices, not in dispute, within 10 days (or the agreed terms if different).

Your suggestions

To help improve our services, we would like to know what you think about the standard of our service. We welcome all of your comments and suggestions.  Please email info@hient.co.uk


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