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HLO Customer Service Standards
Your Right, Our Responsibility
The Health Licensing Office (HLO) believes that providing excellent customer service is our responsibility and your right as a licensee or consumer.  We strive to meet or exceed our customer service standards, which were established to provide our customers with specific points of performance they can expect from agency staff.  Our customers can expect the following from us:

In General
  • Fair, courteous and professional treatment

  • Accurate, current and consistent information

  • Timely response to requests

  • Reasonable access to appropriate staff

  • Consideration of customer concerns and opinions

  • Referral to other agencies and resources as appropriate

Front Customer Service Desk
  • You will be promptly acknowledged by staff if they are not assisting other customers.

  • You will be seated for examination within 15 minutes or less if all qualifications have been met and a testing kiosk is available on a first-come, first-served basis.

Over the Phone
  • Your call will be answered promptly by an agency staff member during HLO business hours (8 am - 4:30 pm Monday, 9 am-4:30 pm Tuesday, 8 am - 4:30 pm Wednesday-Friday).   You may be directed to our voicemail system if our incoming call volume is high.  Please leave a message — we will return your call in two business days or less.

  • During off-hours, please leave a message.  We will return your call in two business days or less.

  • If you leave a message for an individual staff member, your call will be returned in two business days or less, unless that staff member is out sick or on vacation.

Via E-mail
  • We will respond to your e-mail in two business days or less.

  • If your inquiry can’t fully be addressed within two days, we will provide you with the estimated response time based on the complexity of your inquiry.

  • Total time to fully respond to e-mail information requests will not exceed 15 business days.

Via Postal Mail
  • We will respond to your correspondence within 15 business days of receipt.  Correspondence related to the disciplinary process is handled on a case-by-case basis according to Oregon Revised Statutes, Administrative Rules and the Oregon Administrative Procedures Act.  Because of this the response time may be up to 30 days of receipt or longer.

During Inspections
  • Agency facility inspectors will introduce themselves and provide identification upon arriving for facility inspections. Photo identification and badge may be presented as needed or upon request.

  • HLO inspectors will fully explain any citations issued and necessary actions to correct the problem, as well as options for the licensee.

Agency Website
  • Information on the Health Licensing Office website at www.oregon.gov/OHLA will be accurate, timely and comprehensive.

Public Education Materials
  • Requests for public education materials will be fulfilled within 15 business days.  These materials may also be downloaded and printed for free at www.oregon.gov/OHLA.