Action plan Recommendation Appendix A Management Response Responsible

Action plan Recommendation Appendix A Management Response Responsible for Timescale implementation 1 The Service should assess the current position of the The East Ayrshire Customer Consultation Group in order to establish a likely Consultation Group is currently timescale for undertaking a second stakeholder consultation under review but Trading Les Aitchison 31 March 2003 Joe Donnelly Ongoing Standards are committed to undertaking a further stakeholder consultation as part of the development of Consumer support Network. 2 The Service should investigate implementing a East Ayrshire has previously benchmarking group to allow operational, performance and conducted a benchmarking strategic comparison to be conducted to provide usable exercise with North & South information. Ayrshire and Inverclyde. We will continue to investigate the possibility of establishing a formal benchmarking group with other Authorities throughout Scotland. 1 Pricewaterhouse. Coopers

Action plan Recommendation Appendix A Management Response Responsible for Timescale implementation 3 A framework of service charges should be developed, Service charges are set in where standard charges are applied, for distribution to accordance with statutory consumers and businesses. requirements or in line with J Fenton 31 March 2003 R Clachan Completed guidance prepared by LACORS. There are no standard charges applicable to consumers. The charges applicable to business will be displayed on the Service website. 4 The stock movement book relating to animal health work The stock movement book has should be finalised and issued been finalised and issued to all livestock holders. 5 The Service should develop liaison procedures with SERAD issue a list of premises, SERAD on a 6 monthly basis to address the risk of overlap which they will be visiting in the with inspection programmes. coming year. We will not visit such premises unless any problems arise. 2 Pricewaterhouse. Coopers

Action plan Recommendation Appendix A Management Response Responsible for Timescale Implementation 6 The Service should investigate implementing an The Service has re-established a 24 - answer phone facility via a dedicated line, or voice hour recording service for businesses mail, in order to provide a 24 hour recording service to and consumers. C Mc. Nicoll Completed J Fenton Ongoing J Donnelly 31 March 2004 consumers. 7 The Service should evaluate the use of the existing The East Ayrshire council website is Council web site to advertise the availability of currently being redesigned and the common leaflets and information packs. Trading Standards Service will advertise availability of common leaflets and information packs as soon as that facility is available. 8 The Service should conduct the planned Home A complete review of Home Authority project, to tidy up the current position and businesses will be conducted with the evaluate the way forward. intention of establishing formal agreements where appropriate. 3 Pricewaterhouse. Coopers

Action plan Recommendation Appendix A Management Response Responsible for Timescale Implementation 9 10 A staff consultation exercise should be conducted to Although East Ayrshire Council investigate the need for detailed inspection guidance currently has no junior staff/trainees, for junior staff/trainees, and the appropriateness of this matter is being progressed guidance and procedures currently in place. through the WOSHOTS group. The Service should investigate, with North and South This is a matter worthy of further Ayrshire Councils, undertaking an Ayrshire-wide consideration taking into account the relationship with trade organisations (e. g. Chamber of political dimension. J Donnelly Ongoing L Aitchison Ongoing Commerce). 11 The Service should continue to build upon initial East Ayrshire Council’s Trading discussions to develop effective consumer advice Standards Service is currently partnership arrangements. developing a Consumer Support Network in partnership with CAB and expect to bring other organisations on board in due course. 4 Pricewaterhouse. Coopers

Action plan Recommendation Appendix A Management Response Responsible for Timescale Implementation 12 Protocols should be established for working with CAB, East Ayrshire Council’s Trading including formal procedures and pro formas for the Standards Service is currently referral of queries. developing a Consumer Support L Aitchison Ongoing J Donnelly Ongoing L Aitchison 31 March 2004 Network in partnership with CAB. 13 The Service should insert a caveat on distributed leaflets It is our intention to progress this advertising facility for obtaining information in matter depending on funding through alternative languages. the Consumer Support Network. The intention is to insert such a caveat on leaflets prepared in house when they are reprinted. We will seek advice through the Ethnic Minority Forum. 14 The Service should evaluate the development of a basic We intend to develop a basic self-help pack (pro forma letter, basic guidance for help pack as part of the Consumer contact with traders, leaflets, web details, relevant support Network programme contacts), this is likely to involve undertaking a costing exercise of the process. 5 Pricewaterhouse. Coopers