The Isle of Man Government has issued guidance on how correspondence should be handled.
The guidance formally sets out the standards and principles for responding to written enquiries, such as emails and letters, which are followed across the Isle of Man Government as a matter of course.
The key principle is that all correspondence is responded to in a timely and courteous manner, taking into account the interests of the individual and factually addressing the enquiry raised.
The timeliness of that response can depend of the complexity of the enquiry, and ranges from 10 working days for a straightforward issue to 20 working days for a complicated enquiry which could require extensive investigation and research. With a complex enquiry, a holding reply should be sent to explain the actions being taken.
The Handling Correspondence Guidance can be found online at: https://hr.gov.im/policies-procedures-codes-guidance-and-forms/
