(1) The National Commissioner must establish and maintain a service delivery improvement programme for the Service—
| (a) | specifying the main services to be provided to the different types of actual and potential service recipients, as identified by the Service; |
| (b) | containing consultation arrangements with the actual and potential service recipients of the Service; |
| (c) | with due regard to the means of access of the service user to the services and the barriers to increased access thereof, specifying the mechanisms or strategies to be utilised progressively to remove the barriers to increased access to services; |
| (d) | indicating standards for the main services to be provided; |
| (e) | containing arrangements as to how information about the services of the Service are to be provided; and |
| (f) | stipulating a system or mechanisms for complaints. |
| (2) | The National Commissioner must submit a service delivery improvement plan to the Minister. |
| (3) | The National Commissioner must publish an annual statement which sets out the service standards of the Service that members of the public can expect and which will serve to explain how the Service will meet each of the standards. |
