SCHEDULE 1Service Delivery Standards
I1PART 1THE STANDARDS
1 | Standards relating to correspondence sent by a body |
(1) When a body replies to correspondence | |
Standard 1: | If you receive correspondence from a person in Welsh you must reply in Welsh (if an answer is required), unless the person has indicated that there is no need to reply in Welsh. |
(2) When a body initiates correspondence | |
(a) When a body corresponds with an individual | |
Standard 2: | When you correspond with an individual (“A”) for the first time, you must ask A whether A wishes to receive correspondence from you in Welsh, and if A responds to say that A wishes to receive correspondence in Welsh you must—
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(b) When a body corresponds with more than one member of the same household | |
Standard 3: | When you send correspondence addressed to one or more individuals who are members of the same household (for example, the parents of a child) for the first time, you must ask them whether they wish to receive correspondence from you in Welsh; and if—
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(c) When a body corresponds with several persons (for example, when it sends a circular, or sends the same letter to a number of homes) | |
Standard 4: | When you send the same correspondence to several persons, you must send a Welsh language version of the correspondence at the same time as you send any English language version. |
(3) General standards relating to correspondence | |
Standard 5: | If you don’t know whether a person wishes to receive correspondence from you in Welsh, when you correspond with that person you must provide a Welsh language version of the correspondence. |
Standard 6: | If you produce a Welsh language version and a corresponding English language version of correspondence, you must not treat the Welsh language version less favourably than the English language version (for example, if the English version is signed, or if contact details are provided on the English version, then the Welsh version must be treated in the same way). |
Standard 7: |
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2 | Standards relating to telephone calls made and received by a body |
(1) Telephone calls made to a body’s main contact number and to any helplines or call centres | |
Standard 8: | When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must greet the person in Welsh. |
Standard 9: | When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must inform the person that a Welsh language service is available. |
Standard 10: | When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must deal with the call in Welsh if that is the person’s wish until such point as—
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Standard 11: | When you advertise telephone numbers, helpline numbers or call centre services, you must not treat the Welsh language less favourably than the English language. |
Standard 12: | If you offer a Welsh language service on your main telephone number (or numbers), on any helpline numbers or call centre numbers, the telephone number for the Welsh language service must be the same as for the corresponding English language service. |
Standard 13: | When you publish your main telephone number, or any helpline numbers or call centre service numbers, you must state (in Welsh) that you welcome calls in Welsh. |
Standard 14: | If you have performance indicators for dealing with telephone calls, you must ensure that those performance indicators do not treat telephone calls made in Welsh any less favourably than calls made in English. |
Standard 15: | Your main telephone call answering service (or services) must inform persons calling, in Welsh, that they can leave a message in Welsh. |
Standard 16: | When there is no Welsh language service available on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must inform persons calling, in Welsh (by way of an automated message or otherwise), when a Welsh language service will be available. |
(2) Telephone calls made to departments and to members of a body’s staff | |
Standard 17: | If a person contacts one of your departments on a direct line telephone number (including on staff members’ direct line numbers), and that person wishes to receive a service in Welsh, you must deal with the call in Welsh until such point as—
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Standard 18: | When a person contacts you on a direct line number (whether on a department’s direct line number or on the direct line number of a member of staff), you must ensure that, when greeting the person, the Welsh language is not treated less favourably than the English language. |
(3) Telephone calls made by a body | |
Standard 19: | When you telephone an individual (“A”) for the first time you must ask A whether A wishes to receive telephone calls from you in Welsh, and if A responds to say that A wishes to receive telephone calls in Welsh you must keep a record of that wish, and conduct telephone calls made to A from then onwards in Welsh. |
(4) A body dealing with telephone calls using an automated system | |
Standard 20: | Any automated telephone systems that you have must provide the complete automated service in Welsh. |
3 | Standards relating to a body holding meetings that are not open to the public |
(1) Meetings between a body and one other invited person | |
Standard 21: | If you invite one person only (“P”) to a meeting—
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(2) Meetings between a body and more than one invited person | |
Standard 22: | If you invite more than one person to a meeting, you must ask each person whether they wish to use the Welsh language at the meeting. |
Standard 22A: | If you have invited more than one person to a meeting, and at least 10% (but less than 100%) of the persons invited have informed you that they wish to use the Welsh language at the meeting, you must arrange for a simultaneous or consecutive translation service from Welsh to English to be available at the meeting. |
Standard 22B: | If you have invited more than one person to a meeting, and at least 20% (but less than 100%) of the persons invited have informed you that they wish to use the Welsh language at the meeting, you must arrange for a simultaneous or consecutive translation service from Welsh to English to be available at the meeting. |
Standard 22C: | If you have invited more than one person to a meeting, and at least 30% (but less than 100%) of the persons invited have informed you that they wish to use the Welsh language at the meeting, you must arrange for a simultaneous or consecutive translation service from Welsh to English to be available at the meeting. |
Standard 22CH: | If you have invited more than one person to a meeting, and all of the persons invited have informed you that they wish to use the Welsh language at the meeting, you must conduct the meeting in Welsh or, if necessary, arrange for a simultaneous or consecutive translation service from Welsh to English to be available at the meeting. |
4 | Standards relating to in-patients |
Standard 23: | You must ask an in-patient (“A”) on the first day of A’s in-patient admission whether A wishes to use the Welsh language to communicate with you during that in-patient admission. |
Standard 23A: | If the in-patient (“A”) informs you that A wishes to use the Welsh language to communicate with you during an in-patient admission you must identify to your staff who are likely to communicate with A, that A wishes to use the Welsh language to communicate with you during that in-patient admission. |
Standard 24: | You must produce and publish a policy on how to establish whether an in-patient (“A”) wishes to use the Welsh language during A’s in-patient admission if A is unable to inform you that A wishes to use the Welsh language to communicate with you during an in-patient admission. |
5 | Standards relating to case conferences |
Standard 25: | If you invite an individual (“A”), to a case conference which will be held 5 or more working days after the invitation is sent—
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6 | Standards relating to meetings arranged by a body that are open to the public |
Standard 26: | If you arrange a meeting that is open to the public and at which public participation is allowed you must state on any material advertising it, and on any invitation to it, that anyone attending is welcome to use the Welsh language at the meeting. |
Standard 27: | When you send invitations to a meeting that you arrange which is open to the public and at which public participation is allowed, you must send the invitations in Welsh. |
Standard 28: | If you invite persons to speak at a meeting that you arrange which is open to the public and at which public participation is allowed, you must—
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Standard 29: | If you arrange a meeting that is open to the public and at which public participation is allowed, you must ensure that a simultaneous translation service from Welsh to English is available at the meeting, and you must orally inform those present in Welsh—
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Standard 30: | If you produce and display any written material at a meeting that you arrange which is open to the public, you must ensure that the material is displayed in Welsh, and you must not treat any Welsh language text less favourably than the English language text. |
7 | Standards relating to public events organised or funded by a body |
Standard 31: | If you organise a public event, or fund at least 50% of a public event, you must ensure that, in promoting the event, the Welsh language is treated no less favourably than the English language (for example, in the way the event is advertised or publicised). |
Standard 32: | If you organise a public event, or fund at least 50% of a public event, you must ensure that the Welsh language is treated no less favourably than the English language at the event (for example, in relation to services offered to persons attending the event, in relation to signs you produce and display at the event and in relation to audio announcements made at the event). |
8 | Standard relating to a body’s publicity and advertising |
Standard 33: | Any publicity or advertising material that you produce must be produced in Welsh, and if you produce the material in Welsh and in English, you must not treat the Welsh language version less favourably than you treat the English language version. |
9 | Standards relating to a body displaying material in public |
Standard 34: | Any material that you produce and display in public must be displayed in Welsh, and you must not treat any Welsh language version of the material less favourably than the English language version. |
Standard 35: | Any material that you produce and display at a public exhibition organised by you must be displayed in Welsh, and you must not treat any Welsh language version of the material less favourably than you treat an English language version. |
10 | Standards relating to a body producing and publishing documents and forms |
Standard 36: | If you produce a form that is to be completed by an individual, you must produce it in Welsh. |
Standard 37: | If you produce a document (but not a form) which is available to one or more individuals, you must produce it in Welsh—
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Standard 38: | If you produce a document or a form in Welsh and in English you must—
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11 | Standards relating to a body’s websites and on-line services |
(1) Websites published by a body | |
Standard 39: | You must ensure that—
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Standard 40: | You must ensure that—
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Standard 41: | You must ensure that when you publish a new page on your website or amend a page—
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Standard 42: | If you have a Welsh language web page that corresponds to an English language web page, you must state clearly on the English language web page that the page is also available in Welsh, and you must provide a direct link to the Welsh page on the corresponding English page. |
Standard 43: | You must provide the interface and menus on every page of your website in Welsh. |
(2) Apps published by a body | |
Standard 44: | All apps that you publish must function fully in Welsh, and the Welsh language must be treated no less favourably than the English language in relation to that app. |
12 | Standards relating to a body’s use of social media |
Standard 45: | When you use social media you must not treat the Welsh language less favourably than the English language. |
Standard 46: | If a person contacts you by social media in Welsh, you must reply in Welsh (if an answer is required). |
13 | Standards relating to signs and notices displayed or published by a body |
Standard 47: |
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Standard 48: |
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Standard 49: | You must ensure that the Welsh language text on signs and notices is accurate in terms of meaning and expression. |
14 | Standards relating to a body receiving visitors at its buildings |
Standard 50: | Any reception service you make available in English at your reception must also be available in Welsh, and any person who requires a Welsh language reception service at your reception must not be treated less favourably than a person who requires an English language reception service. |
Standard 51: | If you have no face to face Welsh language reception service available at your reception, you must ensure that a Welsh language reception service is available over a phone in your reception. |
Standard 52: | You must display a sign in your reception which states (in Welsh) that persons are welcome to use the Welsh language at the reception. |
Standard 53: | You must ensure that staff at the reception who are able to provide a Welsh language reception service wear a badge to convey that. |
15 | Standards relating to a body awarding grants |
Standard 54: | Any documents that you publish which relate to applications for a grant must be published in Welsh, and you must not treat a Welsh language version of such documents less favourably than an English language version. |
Standard 55: | When you invite applications for a grant, you must—
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Standard 56: | When you inform an applicant of your decision in relation to an application for a grant, you must do so in Welsh if the application was submitted in Welsh. |
16 | Standards relating to a body awarding contracts |
Standard 57: | Any invitations to tender for a contract that you publish must be published in Welsh if the subject matter of the contract suggests that it should be produced in Welsh, and you must not treat a Welsh language version of any invitation less favourably than an English language version. |
Standard 58: | When you publish invitations to tender for a contract, you must—
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Standard 59: | When you inform a tenderer of your decision in relation to a tender, you must do so in Welsh if the tender was submitted in Welsh. |
17 | Standards for raising awareness about Welsh language services provided by a body |
Standard 60: | You must promote any Welsh language service that you provide, and advertise that service in Welsh. |
Standard 61: | If you provide a service in Welsh that corresponds to a service you provide in English, any publicity or document that you produce, or website that you publish, which refers to the English service must also state that a corresponding service is available in Welsh. |
18 | Standard relating to a body’s corporate identity |
Standard 62: | When you form, revise or present your corporate identity, you must not treat the Welsh language less favourably than the English language. |
19 | Standard relating to courses offered by a body |
Standard 63: | If you offer an education course to one or more individuals, you must—
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20 | Standard relating to public address systems used by a body |
Standard 64: | When you announce a recorded message over a public address system, you must make that announcement in Welsh and, if the announcement is made in Welsh and in English, the announcement must be made in Welsh first. |
21 | Standards relating to primary care |
Standard 65: | When you know that a primary care provider is willing to provide a primary care service or part of a primary care service through the medium of Welsh, you must designate and maintain a page on your website (in Welsh) containing that information. |
Standard 66: | You must—
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Standard 67: | You must—
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Standard 68: | You must provide training courses, information or hold events so that a primary care provider can develop—
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I2PART 2STANDARDS THAT ARE RELIANT ON OTHER STANDARDS – SPECIAL CONDITIONS
Sch. 1 Pt. 2 in force at 29.6.2018, see reg. 1(2)
22 | When a compliance notice requires a body to comply with one of the standards listed on a specific row in column 1 of Table 1, that compliance notice must also require that body to comply (in whatever way the Welsh Language Commissioner considers appropriate) with the standard or standards listed in column 2 of that row (or with one or more of those standards where that is stated). |
Column 1 | Column 2 | |
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Row | Main standard | Reliant standard |
(1) | Replying to correspondence | |
Standard 1 | Standard 7 | |
(2) | Corresponding with members of the same household | |
Standard 3 | Standard 6 | |
(3) | Corresponding with several persons | |
Standard 4 | Standard 6 Standard 7 | |
(4) | General standards relating to correspondence | |
Standard 5 | Standard 6 Standard 7 | |
(5) | Raising awareness about corresponding in Welsh | |
Standard 7 | Standard 1 | |
(6) | Receiving telephone calls | |
Standard 9 | Standard 10 | |
(7) | Receiving telephone calls | |
Standard 10 | Standard 9 Standard 13 | |
(8) | Raising awareness about telephone services in Welsh | |
Standard 13 | Standard 10 Standard 15 and Standard 16 | |
(9) | Meetings with more than one person | |
Standard 22 | One or more of the following: Standard 22A Standard 22B Standard 22C and also; Standard 22CH | |
(10) | Meetings with more than one person | |
Standard 22A, 22B, 22C or 22CH | Standard 22 | |
(11) | In-patients | |
Standard 23 | Standard 23A | |
(12) | In-patients | |
Standard 23A | Standard 23 | |
(13) | Public meetings | |
Standard 26 | Standard 29 | |
(14) | Public meetings | |
Standard 29 | Standard 26 | |
(15) | Documents and forms | |
Standard 36 or 37 | Standard 38 | |
(16) | Websites | |
Standard 39, 40 or 41 | Standard 42 | |
(17) | Signs and notices | |
Standard 47 or 48 | Standard 49 | |
(18) | Reception | |
Standard 50 | Standard 52 Standard 53 | |
(19) | Reception | |
Standard 51 | Standard 52 | |
(20) | Raising awareness of Welsh-language services in a reception | |
Standard 52 | One or more of the following: Standard 50 Standard 51 | |
(21) | Grants | |
Standard 55 | Standard 56 | |
(22) | Contracts | |
Standard 58 | Standard 59 |
I3PART 3INTERPRETING THE STANDARDS
Sch. 1 Pt. 3 in force at 29.6.2018, see reg. 1(2)
23 | The standards specified in Part 1 of this Schedule must be interpreted as follows. |
24 | The standards only apply to the extent that a body— (a) delivers services to a person, or (b) deals with any other person in connection with delivering services— (i) to that other person, or (ii) to a third person. |
25 | The standards do not apply to the extent that the activity carried out or the service provided relates to research. |
26 | A body is not required to produce, to display or to send material in Welsh to the extent that another enactment has specified the wording of a document, a sign or a form which would run contrary to that requirement. |
27 | For the purposes of the standards— (a) a requirement to produce, to send, to publish, to display, to make available or to issue any written material in Welsh does not mean that the material should be produced, sent, published, displayed, made available or issued in Welsh only, nor does it mean that the material should be produced in Welsh first (unless that is specifically stated in the standard); (b) a requirement to provide a service in Welsh does not mean that that service should only be provided in Welsh (unless that is specifically stated in the standard). |
28 | (1) A body is not required to translate into Welsh any text that it has not produced (“text A”). (2) A body will not be treating the Welsh language less favourably if it does not translate text A into Welsh but see sub-paragraph (3). (3) A body must use the Welsh version of text A if another person has produced text A in Welsh in accordance with— (a) its Welsh Language Scheme; (b) a duty to comply with standards; (c) Standing Orders of the Assembly; (ch) section 35(1C) of the 2006 Act; or (d) the Assembly Commission’s Official Languages Scheme. (4) In this paragraph— (a) “Welsh Language Scheme” means a Welsh language scheme produced in accordance with Part 2 of the Welsh Language Act 19937; (b) “a duty to comply with standards” means a duty to comply with a standard under section 25 of the Welsh Language (Wales) Measure 2011; (c) “the 2006 Act” means the Government of Wales Act 20068; (ch) “Standing Orders of the Assembly” means standing orders made under section 31 of the 2006 Act; (d) “the Assembly Commission’s Official Languages Scheme” means the Scheme adopted and published under paragraph 8 of Schedule 2 to the 2006 Act. |
29 |
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30 |
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31 |
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32 | For the purposes of standards 2, 3 and 19, a body corresponds with an individual or makes a telephone call to an individual for the first time when it corresponds or makes a telephone call for the first time after the date on which a compliance notice has required the body to comply with the standard. |
33 | Standards 1 to 5 do not apply to correspondence which contains the report of a clinical consultation (including, for example, test results). |
34 | Standards 4 and 5 do not apply to correspondence between a body and a person (who is not an individual) about one or more individuals. |
35 | Standards 8 to 10 and 13 to 16 do not apply to calls made to the following telephone numbers—
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36 | Standard 19 does not apply to the extent that the activity carried out or the service provided relates to a primary care service. |
37 | In standard 20 an “automated” telephone system means a system that answers telephone calls and guides persons through a set procedure with a recorded message which, for example, asks a person to press different keys in order to choose different options. |
38 |
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39 |
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40 | In standard 25—
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41 | Standard 32 does not apply to—
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42 | Standards 32 and 64 do not apply when the message that you announce over a public address system is made during an emergency or an emergency drill. |
43 | Where a standard refers to material that is to be produced in Welsh (with the exception of standards 39 to 44 (websites and apps), 45 and 46 (social media) and 57 (invitations to tender)), references to treating the Welsh language no less favourably than the English language, or to treating a Welsh language version no less favourably than an English language version, include, amongst other matters (and in addition to specific matters referred to in any individual standard), treating the Welsh language no less favourably as regards—
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44 | For the purposes of standard 37 references to documents or other materials being available to one or more individuals do not include documents or materials that are only available to individuals by virtue of the Freedom of Information Act 200011. |
45 |
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46 | Standards 36 to 38 do not apply—
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47 | Standards 39 to 43 (websites) do not apply to—
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48 |
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49 | For the purpose of standards 39 to 41 (websites), 44 (apps) and 45 (social media), references to treating the Welsh language no less favourably than the English language include, amongst other matters (and in addition to specific matters referred to in any individual standard), treating the Welsh language no less favourably as regards—
but it does not mean that Welsh language material must appear on the same page as English language material, or on a page that a person is likely to find before the English language page when searching. |
50 |
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51 | Standards 45 and 46 (social media) do not apply to—
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52 |
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53 | For the purposes of standards 7 and 47 to 49 a “notice” means any notice that a body publishes, but it does not include notices prescribed by an enactment. |
54 | For the purposes of standard 57 (invitation to tender)—
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55 |
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56 | For the purposes of standard 63 (courses), an “education course” means any seminar, training, workshop or similar provision which is provided in order to educate or to improve the skills of individuals; but does not include—
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57 | For the purposes of the standards “enactment” means an enactment (whenever enacted or made) comprised in, or in an instrument made under—
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Sch. 1 Pt. 1 in force at 29.6.2018, see reg. 1(2)