Quality Charter

Objective of the quality charter:

The PRACTICS quality charter aims at giving guidelines to the pilot PRACTICS Infopoints on how mobility information services shall be provided to users. The charter defines common principles to which the PRACTICS Infopoints commit and which shall help ensure high quality information services provided in the interest of the service users. 

1. Information is reliable and accurate

PRACTICS Infopoints commit to provide information which is reliable and accurate.

PRACTICS Infopoints commit in particular to check information on applicable national regulations and procedures before it is released to mobile artists, cultural professionals and operators.

2. Information is regularly updated

PRACTICS Infopoints commit to regularly verify and update the information they provide and the further information sources to which they refer.

3. Information is provided in several EU languages

PRACTICS Infopoints commit to provide information in the main official national language(s).

PRACTICS Infopoints also commit to make their information services available in English.

4. Information is provided online as well as through personal contact

PRACTICS Infopoints commit to provide information online, including downloadable toolkits and other information tools.

PRACTICS Infopoints also commit making available a service where users have a direct and personal contact with a mobility advisor and can put forward specific questions.

5. Information is as tailor-made as possible

PRACTICS Infopoints commit to provide information as tailor-made as possible to respond to the specific needs and the specific situation of mobile cultural professionals.

PRACTICS Infopoints also commit to provide to professionals any information which shall help them build a sustainable career path.

6. Information is provided within a reasonable time-limit

PRACTICS Infopoints commit to respond to individual questions and queries within a reasonable time-limit which shall not exceed 2 weeks.

In exceptionally urgent cases, PRACTICS Infopoints commit to provide relevant information in a shorter time-limit.

7. Information is provided with respect to confidentiality and data protection

PRACTICS Infopoints commit to provide information in a confidential way and to keep service user information in a form and in a manner which protects the identity and privacy of the service user.

PRACTICS Infopoints provide services in accordance with the national law on data protection of the country where they are registered.

8. Information is provided without discrimination

PRACTICS Infopoints commit to provide information to service users without any discrimination as regards nationality, race or ethnic origin, religion or belief, age, gender, disability or sexual orientation.

9. Collecting customers’ feedback about the quality of the information service

PRACTICS Infopoints commit to get feedback from their customers on the services provided in order to be able to improve the quality of their services.

10. Collecting basic information about service provision

PRACTICS Infopoints commit to record basic information on the questions and queries they receive for monitoring and evaluation purposes with the aim to improve the quality of their services and reach out better to target groups. This can result in the compiling of FAQs and other appropriate tools.