Many organisations are very reputable and go beyond their rights under law by offering a range of services to their customers. An example is the 'no refunds' policy that some retail shops have if you change your mind about something you have bought.
Some organisations will advertise their charter, or customers service standards. This tells them what their rights are, how problems will be dealt with and how to bring any complaints. The citizen charter was introduced by the government in 1991 to focus on consumer rights in areas such as health, education, transport, welfare, tax, customs procedures etc.
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