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Criterion 4

Continuously develop and improve

You need to show that your organisation:

• always looks for ways to improve services and facilities, particularly when using technology;
• puts things right quickly and effectively;
• learns from, and improves as a result of, complaints, compliments and suggestions; and
• has a clear, well-publicised and easy-to-use complaints procedure, with the opportunity for independent review wherever possible.

Download the full criteria [PDF, 135KB]