Respect, tolerance, integrity, account ability, professionalism, excellence, a customer focused and solution oriented culture are the core values of the Institute. These values will be demonstrated to our customers in delivering quality service.

Download the Citizens’ Charter

Customers Telephoning the Organisation

Telephones shall be answered within four rings and customers directed to the relevant department

Voicemail messages shall be accessed when the officer returns to his/her desk and calls returned by the next working day

All employees answering the telephone should identify themselves in a polite and professional manner

Customers telephoning the organization shall be given the option to hold for no longer than 30 seconds

Customers making requests by telephone for data and research material shall be connected directly to the Wesley Hughes Documentation Centre and a response will be provided within 10-15 minutes.


Customers Visiting the Organisation

We greet our customers warmly, making sure that no one with an appointment is left to wait longer than five minutes.  Any customer without an appointment should be seen within fifteen minutes.  Whenever this is not possible, we will schedule an appointment with the relevant officer for them.


Digital Communication with Customers

All correspondence via regular mail, facsimile or e-mail shall be acknowledged within a maximum of five (5) working days of receipt.


What We Expect From Our Customers

Please help us to better serve you and indicate clearly and concisely the information being requested, including the time period and address the query to the Wesley Hughes Documentation Centre (WHDC)

Provide at least 24 hours notice when making an appointment to use the WHDC.

Handle the publications in the WHDC with care.

Seek an appointment prior to direct consultation with a technical officer.

Sign the Visitor’s Book at the front desk and collect a temporary pass which should be prominently displayed and returned to the security guard on departure.

Inform the PIOJ’s book shop of a change in your mailing address at least one week before the change.

Respond to the PIOJ’s Customer Satisfaction Survey.

Fill out the Customer Comment Cards provided in the WHDC, bookshop and meeting rooms.

Make suggestions/comments and place them in the suggestion box provided at the front desk.

Dress in a professional manner which is appropriate for a corporate environment.

Be courteous and professional in conducting business with the Institute.


How our Customers Can Assist Us

Please help us by responding to our Customer Satisfaction Survey, using our suggestion boxes and filling out our Customer Comment Cards.

We look forward to servicing your requests, so please keep the details clear and concise.

You get our very best results when you give 24 hours or more when making appointments.

We look forward to resolving your request when you come to the Institute in person.  Please conduct and attire professionally when conducting business onsite with us.


How Complaints Are Handled

If you have a complaint, we are committed to resolving it. Here is how our process works:

  1. Address complaints to Complaints Desk via a formal letter or by e-mail to
  2. Complaints will be acknowledged within five days and a specific time frame agreed on for the complaints to be addressed.  We are committed to resolving your complaints!
  3. If you are not satisfied that the complaint has been resolved you may write to:
  4. PIOJ’s Legal Representative or Duly Authorized Officer
  5. If you are not satisfied after exhausting the PIOJ’s complaints procedure and require further redress you may then contact.


Office of the Public Defender

78 Harbour Street
Telephone: (876) 922-7089/7090
Fax Number: 922-9830


Our Opening hours:

Mondays – Thurs days: 8:30 a.m. – 5:00 p.m.
Fridays: 8:30 a.m. – 4:00 p.m.

The Wesley Hughes Documentation Centre is open to the public by appointment only.

Mondays and Thursdays: 9:00 a.m. – 4:30 p.m.
Fridays: 9:00 a.m. – 3:30 p.m.


Planning Institute of Jamaica

16 Oxford Road
Kingston 5
Tel: (876) 960-9339 or 906-4463-4
Fax: 906-5011
Facebook: Planning Institute of Jamaica (PIOJ)