MISSION STATEMENT:-

OPPORTUNE AID TO ALL, whenever required and possible, COMMUNICATING INFORMATION, decisions and advising courteously and confidentially customers about their rights offering services which satisfy both their exigencies and expectations wherever licit and possible.

The Customer Care Unit (CCU) is the channel which provides information about services and facilities available within the Ministry of Education, Culture, Youth and Sport. CCU routes complaints and queries to the appropriate Department, service provider, public entity, authority or foundation within Ministry of Education, Culture, Youth and Sport. CCU implements the Customer Care Strategy, designed by the Management Efficiency Unit (MEU), driving forward quality services and focusing on the expectations of the customer. CCU disseminates information, compiled by various Departments and Entities within MEYE,

	to MEU (Office of the Prime Minister),
	Heads and Assistant Heads of School,
	Members of Teaching Staff,
	School and Local Councils,
	Representatives of the Malta Union of Teachers (MUT),
	Non-Government Organisations (NGO’s),
	Media,
	MEYE’s officials and its human resources who may also be from other Ministries and external Departments,
	Charter Holders and prospective Charter Holders and
	the general public including students, their parents and Lecturers.

CCU tackles effectively and efficiently all queries and requests referred to it by the general public, Teaching Staff, MEU and Charter Support Unit (Office of the Prime Minister) alike.

CCU handles a considerable number of applications for examinations and various vacancies which exist in MEYE and distributes several items such as printed matter on behalf of MEYE, other Ministries, Education Division and other Departments.

CCU co-ordinates and processes bookings regarding the use of both the foyer and Guzeppi Despott Hall, MEYE, Great Siege Road – Floriana whenever they are utilized for exhibitions, functions and meetings. CCU has extended its offices in Floriana to a room where complaints, queries and requests may be confidentially and individually discussed between the particular customer and Members of CCU.

The services and facilities of CCU are also available from the Education Office, Europe Street, Victoria – Gozo.

HOW TO ATTAIN INFORMATION FROM CCU.

Information about the MEYE’s activities maybe obtained from CCU’s offices.

Customers may forward their complaints and requests, ideas and views by calling personally at any of CCU’s offices or on its telephone and fax lines and via e-mail or visiting its CCU website and Frequently Asked Questions (FAQ’s).

Any comments, ideas and views how the services and facilities of CCU can be improved may be addressed to

EXPECTATIONS AND STANDARDS.

CCU is expected to:-

	Issue immediately an acknowledgement to any individual who calls personally at its offices as a customer.
	Answer all complaints and requests, received via e-mail, within 24 hours.
	Forward an acknowledgement to the sender through postal mail, within four working days, if the complaint or request is received by post.
	Respond to immediately to all basic enquiries, received on the telephone lines. If the information is not available, there and then, it will be communicated to the customer within one working day.
	Answer within 5 workings days, under normal circumstances, all basic enquires received as correspondence or via fax or postal mail.

CONTACT DETAILS:-

It is advisable that a customer who intends to contact CCU, refers the complaint, query or request to:-

Members of Staff in the CCU act continuously, during office hours, as receptionists for the whole premises which accommodate both the MEYE and Education Division, Floriana - Malta.

Both CCU’s offices in Malta and Gozo treat courteously all their customers.

Members of Staff in CCU listen or peruse confidentially complaints and requests, received from customers, routing them to the appropriate Public Officer or otherwise within MEYE and ensuring that clear and updated information or any due redress is provided, the earliest possible, to all their customers.

FAQs on the Ministry and various Departments with the Ministry of Education

FAQs on the Customer Care Unit

FREE PHONE:- 1571