SERVICE STANDARDS: Citizens should be told what level and quality of services they will receive so that they are aware of what to expect. Standards must be progressively raised each year. Once set and published, standards may not be reduced.

ACCESS: All citizens should have equal access to the services.

COURTESY: Citizens should be treated with courtesy and consideration.

INFORMATION: Citizens should be given full, accurate information about public services.

OPENNESS AND TRANSPARENCY: Citizens should be told how national and provincial departments are run, how much they cost, and who is in charge.

REDRESS: If promised standard of service is not delivered, citizens should be offered an apology, a full explanation and a speedy and effective remedy; and when complaints are made, citizens should receive a sympathetic, positive response.

VALUE FOR MONEY: Public services should be provided economically and efficiently to give citizens the best value for money.