Ministry of Food and Agriculture Service Standards
WHAT WE EXPECT FROM CLIENTS
The quality of service we can provide to you depends on the input and co-operation we receive from you. Accordingly, we expect you to:
- Identify yourself by name, and if necessary, organization and grade.
- Provide the required information in an honest and timely manner.
- Comply with our rules, guidelines and regulations.
- Accord our staff the utmost respect.
- Inform us if you are not satisfied with our services.
- Protect the property, equipment and machinery of the Ministry.
- Ensure that all forms are properly completed.
Adhere strictly to the procedures for lodging complaints
WHAT TO EXPECT FROM US
- Provide authentic information in a prompt, open, supportive and transparent manner;
- Promote healthy relationship with clients;
- Have well-mannered and friendly staff available to serve visitors;
- Regularly update the public on policies and activities of the Ministry using multiple media channels;
- Avail to our clients, a fair, open and reasonable services;
- Functional Client Service Unit and suggestion box to elicit information/complaints from clients for action;
- Provide avenues for effective flow of information to the general public;
- All doors are clearly labelled for ease of identification; and
- Be a reliable partner to all stakeholders.
In writing, we will:
- Reply to all letters within five (5) working days on receipt. If we cannot answer all your questions within that time, we will inform you in writing and /or by telephone when to expect a full reply.
- Treat faxes and e-mails which are duly signed as official documents.
By telephone, we will:
- Answer the telephone promptly.
- Identify ourselves by organization, name and grade
- Inform you when you may expect a full reply, in case we are unable to answer your enquiry immediately.
- Redirect you to the appropriate quarters if the matter in question is not in our area of competence
On appointment, we will
- See you within ten (10) minutes of the agreed time.
- Answer your questions immediately, but if we cannot, we will let you know why and when you can expect an answer from us.
- Communicate where we are unable to meet timelines.
FEEDBACK, SUGGESTIONS AND RECOMMENDATIONS
The Ministry of Food and Agriculture places great value on feedback as far as the Client satisfaction is concerned. We are open to suggestions, recommendations and proposals from individuals and organizations to enhance our service delivery standards. Feedback, suggestions and recommendation should be channelled:
- Through our Client Service Unit (CSU);
- During periodic Client Satisfaction Survey;
- Into our suggestion box at the entrance of the Ministry;
- Through periodic engagements with the stakeholders;
- During our Meet-the-Press series;
- Undertake monitoring exercise;
- Through Hotline services (our Telephone); and
- In writing to the Chief Director
COMPLAINTS PROCEDURE
When registering a complaint:
- Identify yourself
- Be clear why you are not satisfied
- Indicate what you expect the MoFA to do
- Keep a record of events
- Follow up with the relevant documents, if possible
WHERE TO ADDRESS YOUR COMPLAINTS
You may lodge your complaints or comments through our Client Service Unit of the Ministry, located at the ground floor of MoFA Building, Ministries, Accra or by contacting us via:
THE CLIENT SERVICE UNIT
MINISTRY OF FOOD AND AGRICULTURE
MINISTRIES, ACCRA.
EMAIL: clientservice@mofa.gov.gh
YOUR VIEWS COUNT
If something goes wrong, we will be glad to hear about it from you. We are continuously trying to improve our standards. To do this, we need to know what kind of service you need and how this compares with services we provide. We promise to consider your views when reviewing our standards, but most importantly take into account when serving you.