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  3. Terms of Reference – Responding to enquiries
  4. Footnotes

Terms of Reference – Responding to enquiries

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  • Terms Of Reference Responding To Enquiries
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Terms of reference

24th July 2024

The Terms of Reference for the inspection of how the Crown Office and Procurator Fiscal Service responds to enquiries received by National Enquiry Point, its customer contact centre.

Additional

  • About our inspection
  • Chapter 2: Methodology
  • Chapter 3: Leadership And Business Planning
  • Chapter 4: Process
  • Chapter 5: People
  • Chapter 6: Financial Resources
  • Chapter 7: Risk Management And Contingency
  • Chapter 8: Equality
  • Chapter 9: Monitoring Performance:
  • Chapter 10: Partners
  • Chapter 11: Customer Satisfaction
  • Chapter 12: Conclusion and Recommendations
  • Appendix 1: Central Office of Information advice on data that should be collected in contact centres
  • Appendix 2: Breakdown of Type of Call 01/05/12 to 30/11/12
  • Appendix 3: Breakdown of Reason for Calls 01/05/12 to 30/11/12
  • Appendix 4: Central Office of Information checklist to help ensure you are complying with the main requirements of the Data Protection Act
  • Footnotes

  • About our inspection
  • Chapter 2: Methodology
  • Chapter 3: Leadership And Business Planning
  • Chapter 4: Process
  • Chapter 5: People
  • Chapter 6: Financial Resources
  • Chapter 7: Risk Management And Contingency
  • Chapter 8: Equality
  • Chapter 9: Monitoring Performance:
  • Chapter 10: Partners
  • Chapter 11: Customer Satisfaction
  • Chapter 12: Conclusion and Recommendations
  • Appendix 1: Central Office of Information advice on data that should be collected in contact centres
  • Appendix 2: Breakdown of Type of Call 01/05/12 to 30/11/12
  • Appendix 3: Breakdown of Reason for Calls 01/05/12 to 30/11/12
  • Appendix 4: Central Office of Information checklist to help ensure you are complying with the main requirements of the Data Protection Act
  • Footnotes

Footnotes

1 COPFS, Strategic Plan 2023-27.

2 COPFS, Improving our service strategy 2023-2027.

3 Scottish Government, Victims’ Code for Scotland (2018).

4 The Standards of Service for Victims and Witnesses are published annually and in partnership by COPFS, Police Scotland, the Scottish Courts and Tribunals Service, the Scottish Prison Service and the Parole Board for Scotland.

5 IPS, Thematic report on COPFS Enquiry Point (2013).

6 IPS, The prosecution of domestic abuse cases at sheriff summary level (2024), from paragraph 437.

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