Our Commitment To You
Chinese Community Wellbeing Society (formerly Bristol and Avon Chinese Women’s Group, established in 1989) is a Charitable Incorporated Organisation (registered charity number: 1181750) that supports the Chinese and East and South East Asian community across the south west area. We are based in Bristol and employ 16 people.
Quality is important to our organisation because we value our users. We strive to provide our users with services and support which meet and even exceed their expectations. We are committed to continuous improvement and have established a Quality Management System which provides a framework for measuring and improving our performance.
We have the following systems and procedures in place to support us in our aim of total user satisfaction and continuous improvement throughout our organisation:
- regular gathering and monitoring of user feedback
- a complaints procedure
- selection and performance monitoring of partners against set criteria
- training and development for our employees
- regular audit of our internal processes
- measurable quality objectives which reflect our organisation aims
- management reviews of audit results, user feedback and complaints
Our internal procedures are reviewed annually and are held in a Staff Handbook which is made available to all employees.
This policy is posted on the Company Notice Board, website and can also be found in the staff handbook.
Though the Chief Executive Officer has ultimate responsibility for Quality all employees have a responsibility within their own areas of work so helping to ensure that Quality is embedded within the whole of the organisation.
Your Commitment To Us
What we expect
We will do our best to provide you with the services you need, when you want them. In return, we ask that you:
- treat our staff politely and with respect;
- keep to your appointments;
- make us aware of your case in good time;
- tell us if you have any special needs;
- give us all the information we ask for and tell us about any relevant changes in circumstances as soon as possible;
- provide complete and accurate information and not deliberately mislead us in any way;
- keep to all relevant laws.
我們所期待的
我們會盡全力在你需要時為你提供你所需要之服務。反過來，我們希望你：
- 禮貌地對待和尊重我們的工作人員;
- 遵守你的預約;
- 讓我們及時知道你的案件;
- 如果你有任何特殊需要﹐直接告訴我們;
- 提供給我們所要求之全部資料並盡快告訴我們任何相關的情況變化;
- 提供完整及準確的信息，而不是以任何方式故意誤導我們;
- 遵守所有相關法律。
When you contact us
When you contact or communicate with us, our staff will be polite to you and will expect the same from you. We will not tolerate:
- abusive, intimidating or threatening behaviour;
- swearing and offensive language;
- conduct amounting to harassment based on a person’s actual or perceived gender, age, gender reassignment, race, religion or belief, sexual orientation or disability;
- shouting;
- insults about our procedures, our staff or other people;
- attempts to use pressure or bribery to achieve your desired outcome.
Our staff may terminate a phone conversation or meeting if the client uses inappropriate language or aggressive behaviour. We will ask the client to stop that behaviour and, if it continues, we will end the call/meeting.
當你聯絡我們
當你聯絡我們或與我們溝通時，我們的工作人員會禮貌地對待你﹐而我們期望你也是一樣。我們無法容忍：
- 辱罵﹑恐嚇或威脅的行為;
- 咒罵和攻擊性的語言;
- 基於一個人的實際或認知的性別﹑年齡﹑性別轉變﹑種族﹑宗教或信仰﹑性取向或傷殘而進行相當於騷擾的行為;
- 大喊大叫;
- 對我們的程序﹑我們的工作人員或其他人的侮辱;
- 嘗試使用壓力或行賄，以達到你想要的結果。
如果來電者使用不恰當的語言或攻擊行為﹐我們的工作人員可能結束電話交談。我們會要求對方停止這種行為，如果再這樣下去，我們將結束通話。
Last Reviewed: July 2025
Chinese Community Wellbeing Society 