Citizen's Charter
n (in Britain) a government document setting out standards of service for public and private sector bodies, such as schools, hospitals, railway companies, water and energy suppliers, etc.
English Collins Dictionary - English Definition & Thesaurus
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"Collins English Dictionary 5th Edition first published in 2000 © HarperCollins Publishers 1979, 1986, 1991, 1994, 1998, 2000 and Collins A-Z Thesaurus 1st edition first published in 1995 © HarperCollins Publishers 1995"