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FDA Customer Service Standards

All FDA customers are entitled to:

• Fair, courteous and professional treatment;

• Information that is accurate and current;

• Timely responses to requests;

• Reasonable access to appropriate staff;

• Confidence that efforts are made to assure that regulated products in the marketplace are in compliance with FDA laws and regulations;

• Two-way communication;

• Opportunities for collaboration and partnerships, as appropriate;

• Participation in the agency's decision-making process; and

• Consideration of their opinions and concerns by the agency.

In addition,

Consumers are entitled to:

• Accurate and timely health information about regulated products.

Health professionals are entitled to:

• Timely information that will assist them in advancing and protecting the public health.

Other government agencies are entitled to:

• Cooperation from the FDA in maximizing efficient use of resources, eliminating duplication of efforts and carrying out collaborative efforts.

• Technical assistance, training and guidance.

Regulated industry is entitled to:

• Timely review of product applications;

• Professional treatment in resolving disputes;

• Fair application of laws and regulations in enforcement activities;

• Fair and consistent inspections and product application reviews; and

• Respect in the agency's performance of duties and responsibilities.

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