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Rights and Responsibilities
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4. Employees of the Town of Wake Forest have been empowered and well-trained to use these policies to deliver high quality service to their customers. Employees are expected to deal with each decision with empathy and understanding, listening carefully to the needs and requirements of individual customers. Ultimately, the Town Manager is the final authority on these policies. However, every customer has the right to appeal that decision before the Board of Commissioners. 5. This Policy is not meant as a substitute for personal initiative on the part of employees. It will, however, serve as a guide for reasonable response to customer needs while meeting the requirements of good business practices on the part of the Town of Wake Forest.
Customer Care Policy Statement The Town of Wake Forest strives to treat its citizens in a fair and nondiscriminating manner, while recognizing the distinct needs and requirements of each customer. To provide some uniformity of service, the Town of Wake Forest has adopted a customer service care policy. This most recently adopted version of the Customer Care Policy will serve as a reasonable response to customer needs while meeting the requirements of good business practices for the Town.
Application of these Policies 1. These policies apply to every customer or applicant for utility service. Copies of these policies are available at the Wake Forest Town Hall, 301 S. Brooks Street. 2. These policies may be revised, amended, supplemented, or otherwise changed from time to time by action of the Wake Forest Board of Commissioners. Customers are encouraged to seek answers to any questions by calling the Wake Forest Town Hall at (919) 435-9400. 3. As detailed in other ordinances, the Town of Wake Forest intends to adhere to all rules and regulations of the American National Standards Institute (ANSI) and the Institute of Electrical and Electronic Engineers (IEEE) entitled the “National Electrical Safety Code (NESC)” as amended. Further, all operations are prefaced upon safety for the public and employees alike. Safety guidelines are detailed in the American Public Power Association (APPA) safety manual as amended. 4. The Town of Wake Forest is not responsible for any damage caused by turning on or off the Town’s utility services.