The document is the Customer Service Charter of the Caribbean Examinations Council (CXC). It outlines CXC's commitments to stakeholders regarding service quality and timeliness. The three main points are: 1) CXC aims to provide easy access to information and services, meet processing deadlines within 2 weeks, and deliver examination results and certificates within specified timeframes. 2) The Charter defines CXC's core values of excellence, customer focus, professionalism, and teamwork and how these values guide staff conduct and service. 3) CXC commits to addressing complaints professionally, seeking continuous improvement through reviews, and monitoring performance against the Charter.

1. CUSTOMER
SERVICE CHARTER
Improving Our Service and
Enhancing Customer Satisfaction

2. The CXC® Customer
Service Charter outlines the
commitments/promises made
to our stakeholders concerning
the level of service we deliver
and is aimed at improving our
service and enhancing overall
customer satisfaction.

3. CARIBBEAN EXAMINATIONS COUNCIL 1
Team members
at the Council have
reflected on the quality
of service provided to their
clients and stakeholders
CHAIRMAN’S MESSAGE
For more than forty years the Caribbean Examinations Council has served
the people of the region well in the area of preparation and administration of
examinations for students making the transition from secondary school to tertiary
education and into the workplace. The Council has also made significant strides in
negotiating with extra-regional tertiary level institutions to have their certifications
recognised thereby assuring the portability of the qualifications of students
who have taken the CSEC and CAPE examinations. Over time, the Council has
added other services to its portfolio thereby widening its considerable network of
stakeholders.
I am delighted that the team members at the Council
have reflected on the quality of service provided
to their clients and stakeholders and in this
regard applaud the articulation of a customer
service charter which will guide them in their quest for ever greater heights
in service to the Caribbean.
My warmest congratulations to the Registrar and his team for
developing a very clear customer service charter.
Keep up the good work!
Blessings!
Professor Sir Hilary Beckles – Chairman

4. CARIBBEAN EXAMINATIONS COUNCIL 2
INTRODUCTION
The publication of this first
CXC Service Charter is an indication of our
strong commitment to improving the quality
of service we provide. It also signals
CXC’s willingness to be open and
transparent about the level of service
stakeholders can expect and to be
measured by stakeholders against
the standards described in the
charter.
The commitments in the
service charter are the results
of a customer satisfaction
survey conducted in 2016 and purposeful internal deliberations by
each division as to how they can meet and surpass the needs of all
stakeholders.
The service charter contributes to the achievement of CXC’s strategic goal
to enhance stakeholder experience as well as to CXC’s efforts at continuous
improvements across the organisation.
Mr. Glenroy Cumberbatch – Registrar
The service
charter contributes to
the achievement of
CXC’s strategic goal to
enhance stakeholder
experience

5. 3 CUSTOMER SERVICE CHARTER
SERVICE CHARTER
The CXC® Customer Service Charter outlines the commitments/promises made to our stakeholders concerning the level of
service we deliver and is aimed at improving our service and enhancing overall customer satisfaction.
Terms and definitions
For the purpose of this charter, the following terms and definitions may apply:
Service Quality Standards
Promises made to stakeholders by
the Caribbean Examinations Council
concerning its behaviour which are
expressed qualitatively in this charter.
Service Time Delivery Standards
Promises made to stakeholders by
CXC concerning its behavior which are
expressed quantitatively in this charter.
Business Days
The days of the week extended from
Monday to Friday, except at times
when an official holiday is observed in
Barbados or Jamaica.
The Stakeholders
Any individual or organization who contacts or deals directly or indirectly
with CXC to receive one of its services or to obtain information. This
includes candidates, parents, teachers, ministries of education, schools,
universities, employers, suppliers etc.
Complaint
A verbal or written expression submitted to CXC by one of its
stakeholders expressing dissatisfaction about a service or the process
used to obtain the intended service or the way that the service was
provided.
Enquiry
A verbal or written expression submitted to CXC by one of its stakeholders
expressing their desire/or need to get, or clarify information about the
CXC’s processes or the procedures to facilitate interacting with CXC.

6. OUR MISSION
To provide the region with: syllabuses
of the highest quality; valid and reliable
examinations and certificates of
international repute for students of all
ages, abilities and interests; services
to educational institutions in the
development of syllabuses, examinations
and examinations’ administration, in the
most cost-effective way.
OUR VISION
To assure the global human
resource competitiveness
of the Caribbean through
the provision of quality
assurance in education and
comprehensive certification.

7. Excellence
Customer
Focus
Professionalism
Results
Oriented
Team
Work
OUR
VALUES

8. Service Standard Service Charter Commitment Statement
Easy Access
/ First Impressions
• We will ensure customers have easy access to our information, products and services in accordance
with the standards of our Customer Service Charter.
• We will greet customers and colleagues in a professional, warm and courteous manner (i.e. smile,
positive posture, look happy, sound happy, make eye contact) when on the phone, face-to-face and
during online interactions.
• We will positively represent CXC®, take pride in our personal appearance and adhere to the dress
code.
• We will provide the appropriate means to engage with our customers including flexible communication
options to meet customer needs. Customers can contact us through our telephone, e-mail, CXC®
Mobile App, Online Support System and Social Media (Facebook, Twitter, YouTube).
• We will answer the telephone within three (3) rings.
• We will receive all customers (with or without an appointment) at our reception desk. Customers will
be referred to relevant officers within five minutes of arrival.
Service Commitments
/Meeting Deadlines
• We are committed to meeting agreed specified deadlines.
• We will process payments for resource persons within fourteen (14) business days within receipt of
information regarding project closure.
• We will process payments for service providers to the agreed specified deadlines.
• We will process refunds for transcripts and replacement certificate within fourteen (14) business days
upon receipt of information. Customers will be notified if there are any unexpected delays in meeting
the deadline.
• We will process registration refunds within fourteen (14) business days upon receipt of appropriate
instructions. Customers will be notified if there are any unexpected delays in meeting the deadline.
CARIBBEAN EXAMINATIONS COUNCIL 6

9. Service Standard Service Charter Commitment Statement
Examinations • Our stakeholders can expect to receive quality examination products and services (e.g. syllabuses,
examination results, transcripts and certificates) by the specified deadline.
Syllabuses
• Syllabuses will be made available to schools by March of the year in which the syllabuses become
effective.
Examinations
• We will deliver examination results to Ministries of Education according to specified deadlines
• Candidates will be able to access results electronically four (4) days after release to Ministries of
Education. (According to specified deadlines)
• Results will be issued no later than eight weeks after the end of the examination period of that
calendar year.
Transcripts
• We will issue transcripts via courier five business days after receipt of payment. Customers will be
notified if there are any unexpected delays in meeting the deadline.
• Customers whose transcripts are sent by courier will receive notification and a tracking number will be
provided.
Certification
• CXC® will issue preliminary result slips within five (5) business days of release of results.
• Responses to reviews will be issued twenty-eight (28) business days after deadline for receipt of
reviews.
• Responses to queries will be issued twenty-eight (28) business days after deadline of receipt of
reviews.
• CAPE® CSEC®, CVQ®, and CCSLC® certificates will be issued within three (3) months after release of
results.
7 CUSTOMER SERVICE CHARTER

10. Service Standard Service Charter Commitment Statement
Telephone
Service
• We will be accessible during normal business hours, 8:15 am to 4:30pm, Monday to Friday, within our respective
operational centres.
• We will be courteous and professional when dealing with our stakeholders while providing an excellent customer
experience.
• We will answer our internal and external phone calls within three (3) rings and will return calls and voicemails
within one business day.
• We will answer internal/external calls with a warm and pleasant greeting using proper telephone etiquette, with a
“smile” saying “Good morning/afternoon (insert company/division abbreviation), this is (insert first name) speaking,
How may I assist you?”
• We will request and obtain the caller’s permission before placing the caller “on hold” by asking and waiting for a
response.
• We will strive to resolve the caller’s query by the end of the call. If the enquiry is more complex, we will provide the
caller with an interim response and advise when a final response can be expected.
• We will notify our caller that someone is unavailable by saying, “He/She is unavailable” and offer an option of
taking the message or personally assisting caller.
• We will end the conversation in a courteous and professional way by thanking the caller. We will wait for the caller
to hang up first.
• We will update/record our automated voice response/e-mail message keeping in mind the company standards.
Example Listed Below
Good day,
You have reached (name of staff), (position), in the (name of division). I am either taking another call or I am away from
my desk, but if you leave your name, number and a brief message, I will get back to you as soon as I can. You can also
contact me via e-mail at (staff e-mail address). Have a good day. Thank you.
CARIBBEAN EXAMINATIONS COUNCIL 8

11. 9 CUSTOMER SERVICE CHARTER
Service Standard Service Charter Commitment Statement
Written
Correspondence
(Written, Fax, e-mail)
• We are committed to promptly acknowledging email correspondence within one (1) business day and
communicating when a reply can be expected.
• We will formally respond to your correspondence within three to four (3-4) business days of receipt.
• We will use CXC® branded (correspondence and e-mail) templates when responding to our customers.
• We will update our e-mail notification message when we will be out of the office for an extended
period (three (3) business days or more). We will indicate our expected return date and indicate a
contact person (if applicable).
Example for Extended Leave
Good day,
You have reached Larry Morris, Admin Assistant in the Registrar’s office. I am out of office from 1st-31st
March. If you need immediate assistance, please contact Ms. Tamara Leacock, at ext. 2431, who will be
happy to assist. You may also leave me a message or e-mail me at lmorris@cxc.org. I will get back to you
on my return. Have a good day. Thank you.
• We will address the customers by name and provide a telephone number and an e-mail address on all
correspondence for their ease of access.

12. Service Standard Service Charter Commitment Statement
Time Frame
for Response
(Written, E-mail, Website)
• We will respond to your queries within three to four (3-4) business days of receipt.
• If it is not possible to give a comprehensive reply within three to four (3-4) business days, customers
will be notified of any unexpected delays in meeting the deadline.
Time Frame for
Media Response
• We will acknowledge requests from the media within one (1) hour of receipt.
• We will respond to requests from the media within two-three (2-3) hours of receipt.
Online Platforms • We will ensure that all information on the online platforms are current and available.
• In the event of technical difficulties, stakeholders will be notified within twenty-four (24) hours.
Providing Information • We will ensure that we are knowledgeable about products and services to enable us to provide
professional assistance to stakeholders.
• We will endeavour to consistently provide accurate information to our customers in accordance with
our Customer Service Charter.
• Confidential information and information on individuals/companies will not be shared with third parties.
CARIBBEAN EXAMINATIONS COUNCIL 10

13. Service Standard Service Charter Commitment Statement
Teamwork • We will achieve teamwork and partnerships by working together in and across divisions in the spirit of
confidence, trust and respect.
• We will promote team efforts to resolve issues and complete projects and tasks to fulfil a common
goal.
• We will interact with each other in a courteous and professional manner.
• We will use our initiative to solve problems and assist each other to ensure the best customer
experience to our customers.
• We will take responsibility to assist when assigned staff are not available.
• We will inform our customers of the normal process time, of the anticipated completion date and of
any delays that may arise.
• We will inform our colleagues throughout the request process, either by e-mail or phone, to update
them as to our progress.
• We will work to resolve issues with colleagues by discussing problems directly and working toward
agreed solutions.
• We will be considerate, cooperative and helpful to our colleagues to assure quality service.
• We will hold ourselves and each other accountable and make every effort to support teamwork,
complimenting colleagues when they deliver excellent service and/or address behaviour not in
alignment with our core values.
Equality, Diversity
& Multi-cultural
Environment
• We are committed to providing a service to our stakeholders that upholds their rights to equal
treatment, differences in cultures and values will be respected.
• We will deal with our stakeholders in a fair and transparent manner.
• We will make our information available and assessable to all stakeholders.
11 CUSTOMER SERVICE CHARTER

14. Service Standard Service Charter Commitment Statement
Confidentiality/
Privacy
• We will treat all stakeholder information as private and confidential, safeguarding its use while
ensuring that it is not made available to any unauthorised person or entity unless we are authorised by
the stakeholder or required by law to do so.
Customer Service
Complaints
• CXC® will provide a medium or forum to receive complaints. All complaints will be addressed in a
professional manner with feedback provided. All complaints will be acknowledged.
Continuous
Improvement
• We will continually seek to improve the range, quality and diversity of our products and services.
Monitoring our
Performance
• We will seek to evaluate our performance towards achieving continuous improvement and quality
assurance.
• We strive to continuously improve our processes and how we do business with our stakeholders. We
will actively seek your feedback on our services to ensure they continue to meet your needs.
• We will conduct quarterly managerial reviews
• We will conduct monthly departmental reviews
CARIBBEAN EXAMINATIONS COUNCIL 12

15. Service Standard Service Charter Commitment Statement
Customer Service
Complaints
• CXC® will provide a medium or forum to receive complaints. All complaints will be addressed in a
professional manner with feedback provided. All complaints will be acknowledged.
What to Expect
from Staff
• We are committed to rectifying your complaints.
• We will treat your information confidentially.
• We will explain the process for resolving complaints.
• We will handle complaints promptly, fairly and impartially.
• We will respond to your complaints in an accurate and timely manner.
• We will give you the right to access services, facilities, and information in a manner which meets your
needs.
13 CUSTOMER SERVICE CHARTER

16. Service Standard Service Charter Commitment Statement
What To Expect
Customer
• When we are investigating your complaint we will be relying on information provided by you and
information we may already be holding. We may need to contact you to clarify details or request
additional information where necessary. To help us investigate your complaint quickly and efficiently
we will ask you for the following information:
• Your name and contact details,
• The name of the person you have been dealing with about your service,
• The nature of the complaint,
• Details of any steps you have already taken to resolve the compliant,
• Details of conversations you may have had with us that may be relevant to your complaint,
• Copies of any documentation which supports your complaint
• Compliant should be lodge via telephone, our online helpdesk (website), fax, or by visiting our office.
• Stakeholders should provide accurate information about the issue/complaint.
CARIBBEAN EXAMINATIONS COUNCIL 14

17. Service Standard Service Charter Commitment Statement
Lodging Complaints Customer can lodge a complaint with CXC using one of the following ways:
• By completing a feedback form on our website: www.cxc.org
• By telephoning us: 1 (246) 227-1700
• By writing to us: Registrar, CXC, Prince Road, Pine Plantation Road, St Michael, Barbados
• By emailing us: cxcezo@cxc.org
• In person by speaking to any of our customer service staff.
Response Time
Verbal
• Verbal complaint on the telephone or in person will be acknowledged and we will aim to resolve it
immediately.
• We are committed to rectifying problems and if we cannot fully provide an answer to your complaint
at the time, we will provide you an interim response and advise you as to when a final response can
be expected.
• If we receive your complaint verbally and we consider it appropriate, we may ask you to put your
complaint in writing.
15 CUSTOMER SERVICE CHARTER

18. Service Standard Service Charter Commitment Statement
Response Time
Written
• We aim to acknowledge your written communication within one business day and to respond within
3-4 business days of receipt of your complaint.
• We aim to investigate your complaint, provide you with the proposed action to solve it, and seek your
feedback about the proposed action within 7 business days of receiving your complaint.
• If we cannot fully provide an answer to your complaint within that specified time, we will provide you
an interim response and advise you as to when a final response can be expected.
Escalation • We aim to deliver a high standard of service to all our customers. However, if you are not satisfied
with the proposed action please bring it to our attention. If it is not possible to resolve the complaint
with the staff member or manager with whom you have been dealing you can contact the Registrar’s
Office – via telephone number 1 (246) 227-1890 or via e-mail at gdcumberbatch@cxc.org – who will
review the matter. All complaints will be dealt with promptly, fairly and impartially.
Investigation
(if needed)
• Simple, straightforward complaints can often be resolved on first contact. If this isn’t possible, we will refer
the matter to a supervisor or Head of Division to provide relevant information and further investigate the
complaint. This process could include interviewing staff member(s), researching the issue, or locating
a documentation.
Response/ Redress • Once the investigation is completed and a decision or finding made, the outcome will be communicated
to the stakeholder/customer as soon as possible. If the stakeholder/customer is not satisfied, he/she
will be advised of the options to have the findings reviewed and by whom.
CARIBBEAN EXAMINATIONS COUNCIL 16

20. CONTACT
US TODAY!
HEADQUARTERS
Prince Road
Pine Plantation Road
St. Michael
Barbados BB11091
E: cxcezo@cxc.org
T: (246) 227-1700
F: (246) 429-5421
WESTERN ZONE OFFICE
Caenwood Centre
37 Arnold Road
Kingston 5, Jamaica
E: cxcwzo@cxc.org
T: (876) 630-5200
F: (876) 967-4972
WWW.CXC.ORG • WWW.CXC-STORE.COM