The twin aims of the Citizens Advice Service
The twin aims of the Citizens Advice service are:
- To provide the advice people need for the problems they face.
- To improve the policies and practices that affect people’s lives.
The Twelve Principles
- Free – clients are not charged for advice
- Confidential – clients’ details are not disclosed to anyone without their consent
- Impartial – CAB workers do not make judgements about clients
- Independent – no outside agency controls the service offered
- Accessible – we aim to make the service available to all
- Effective – in the extent to which we meet the clients’ needs
- Accountable – open and democratic, responsible to the community
- Clients’ right to decide – we offer information and advice; the client chooses their own next step
- Voluntary – volunteers who are trained to national standards of competency from the community deliver the service, primarily.
- Empowerment – helping clients help themselves
- Information Retrieval – using client experience to influence change in legislation and practices
- Generalist – not restricting the topics we are prepared to give advice on