8. Accessing information under the scheme
Wherever possible, information that appears in our publication scheme is available on-line, however should information be required in another format, please state the required format with the request and every effort will be made to accommodate your preference.
Locating Information
On-line: the majority of documents that fall into classes on our publication scheme can be found on-line at www.hie.co.uk Links from the pages within the classes will take you to the relevant page or document. There is also a search facility that may help you locate information.
By e-mail: if you are unable to locate information on HIE's web site which is listed in the publication scheme, or it is unavailable via the web site, please contact hie.general@hient.co.uk
Wherever practicable, HIE will return the information via e-mail but please specify if the information is required in a different format, providing alternative contact details if relevant. While we cannot guarantee that we will be able to provide the information in a different format, we will do our best to meet your requirements.
By post: the majority of HIE's information is available in paper copy form. Please address any requests to the information compliance project manager. When submitting a request, please ensure you include your name and address, the information you wish to see, and the most preferable format. Please note that HIE reserves the right to charge for processing paper copy requests. For more information on fees, see the section 9, charging policy.
By telephone: requests for information held in this scheme can be made by telephone to the information compliance project manager.
Personal visits: for some information held by HIE you will need to make an appointment at the office where the information is held in order to view the information. Please contact the information compliance project manager for further information.
If you are unsure where to locate the information you require or need help to identify which information you need, please contact the information compliance project manager who will be able to assist you.
Requesting information
When requesting information from our publication scheme, please provide the following details:
- Your name, address, telephone numbers, and e-mail address if appropriate
- A description of the information or documents to which you would like access
- Your preferred format for the information
All requests for information in this scheme should be sent to the address below unless otherwise specified in the scheme.
Information compliance project manager
Highlands and Islands Enterprise
Cowan House
Inverness retail and business park
Inverness IV2 7GF
Tel: 01463 244211
Fax: 01463 244469
Email: hie.general@hient.co.uk
If you are accessing our scheme on-line, you may wish to use our request form.
A charge may be imposed for providing information in hard copy where it is not routinely available in that format. Please see the charging policy (section 9) for details.
HIE will endeavour to process any requests promptly and, in any event, in 20 working days. However if you have any enquiries regarding your request, please contact the onformation compliance project manager (contact details above.)
9. Charging policy
Information that can be accessed via the HIE web site is free of charge, as is any information requested from the scheme that is sent out by e-mail.
Hard copy information that attracts a specific charge is detailed in the scheme where appropriate.
Where information that is ordinarily held electronically is requested in a hard copy format and does not have a specific charge detailed in the scheme, HIE will charge 20 pence per page of copy (subject to review) plus a charge for postage. There will be no charge where the cumulative costs (copy charge plus postage) amount to less than £5 to provide the information. These charges will also apply for copies of information that is only held in hard copy format.
On receipt of requests where a charge is to be levied, you will be advised of the total charge that will need to be paid prior to your requested information being made available. HIE has the discretion not to levy any charge.
This charge will not apply to any promotional or advisory leaflets, or information about our services that is routinely produced in a hard copy format, unless they are published for sale.
10. Complaints
HIE is committed to accountability through openness, compliance with FOI and implementing policies that enable customers to efficiently locate information they require. However, if you wish to make a complaint about the service you have received or the refusal of a previous request, please contact:
Helen Rice - complaints manager
Highlands and Islands Enterprise
Cowan House
Inverness retail and business park
Inverness IV2 7GF
Tel: 01463 244443
Fax: 01463 244351
Email: hie.general@hient.co.uk
If your complaint is about a previous request, please provide full details of the original request made where possible.
Where we are unable to resolve any complaint, you can complain to the Scottish Information Commissioner (SIC), who oversees the Act and whose contact details are below. From 1 January 2005, when the right of access comes into force, there will be a formal appeal mechanism when information is withheld. Further details on this will be available from the Commissioner's web site before this date. All contact details for the SIC can be found at section 12, useful links.
11. Feedback
To enable HIE to most effectively meet customers' requirements with regard to the provision of information, the organisation would welcome feedback about the publication scheme and any issues there may have been when requesting information from HIE. To provide feedback, please contact hie.general@hient.co.uk or write to the information compliance project manager.
If you wish to provide feedback about a specific request that has previously been made, it would be useful if details of that request are also included, but not essential.