HELPDESK

The Office provides comprehensive helpdesk services and advice to clients on issues relating to:

-  Design and Trademark Registration as well as Patenting of Inventions;
-  Other services rendered by the Commerce Department;
- Complaints on excessive bureaucracy and unnecessary administrative red tape that result in burdens to businesses.

Registration of Trademarks

Registration gives protection to a sign that serves to distinguish the goods or services of one organisation or individual from those of another.

Patenting of Inventions

A Patent gives protection to an invention that is novel, involves an inventive step and can be applied in industry.

Registration of Designs

Registration gives protection to a novel shape or pattern to be applied to a particular object.

Quality Assurance

The Commerce Department strives to maintain the highest possible standards of service to the public, in line with the Government’s central Service Standards reproduced below:

Correspondence and Communication

- Acknowledge and answer all forms of correspondence quickly and clearly
- Acknowledge mail correspondence within one working day of receipt and send a reply or feedback to more complex correspondence within 5 working days of acknowledgement
- Acknowledge e-mails or communication from respective website immediately and send a reply or feedback to more complex correspondence within 5 working days of acknowledgement
- If correspondence cannot be answered by one department or section, this should be forwarded to the relevant person, department or section and customer informed
- Answer phone calls within 3 rings and supply identification. If query cannot be answered by respondent, the latter will put caller in contact with the relevant person, department or section. The person handling the first call is to ensure that the caller has managed to get through.

Appointments and Queues

- See customers appointments within fifteen minutes of their appointment time
- Manage queues effectively and efficiently for meetings which are held at the Commerce Department
- Customers should wait and be served in a clean, friendly and welcoming environment.

Information

- Provide clear and accurate information and advice about respective services (in the form of leaflets or newsletters)
- Publicise services on own website. Websites should be updated frequently with accurate and up-to-date information
- Provide, where necessary, a Freephone service or a direct telephone line for queries
- If information query cannot be answered by one department or section, this should be forwarded to the relevant person, department or section and customer informed
- All information given by customers should be protected and used according to the Data Protection Act 2001. Full confidentiality should be guaranteed in departments or sections where sensitive services are delivered.

Complaints Procedure

- A formal complaints procedure is in place and maintained

Accessibility

- Customers have choice in access to services. The Office invested in electronic and mobile services where possible and best use of technology to increase a one or non-stop shop mentality
- All application forms are available in an electronic format
- Access for persons with a disability are available where and when necessary.