1) If you receive correspondence from a person in Welsh you must reply in Welsh (if an answer is required), unless the person has indicated that there is no need to reply in Welsh.
2) When you correspond with an individual (“A”) for the first time, you must ask A whether A wishes to receive correspondence from you in Welsh, and if A responds to say that A wishes to receive
correspondence in Welsh you must –
(a) keep a record of A’s wish,
(b) correspond with A in Welsh when corresponding with A from then onwards, and
(c) send any forms you send to A from then onwards in Welsh.
4) When you send the same correspondence to several persons, you must send a Welsh language version of the correspondence at the same time as you send any English language version.
5) If you don’t know whether a person wishes to receive
correspondence from you in Welsh, when you correspond with that person you must provide a Welsh language version of the correspondence.
7) You must state – (a) in correspondence, and (b) in publications and official notices that invite persons to respond to you or to correspond with you, that you welcome receiving correspondence in Welsh, that you will respond to any correspondence in Welsh, and that corresponding in Welsh will not lead to delay.
8) When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must greet the person in Welsh.
9) When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must inform the person that a Welsh language service is available.
10) When a person contacts you on your main telephone number (or numbers), or on any helpline numbers or call centre numbers, you must deal with the call in Welsh in its entirety if that is the person’s wish (where necessary by transferring the call to a member of staff who is able to deal with the call in Welsh).
12) When you advertise telephone numbers, helpline numbers or call centre services, you must not treat the Welsh language less favourably than the English language.
13) If you offer a Welsh language service on your main telephone number (or numbers), on any helpline numbers or call centre numbers, the telephone number for the Welsh language service must be the same as for the corresponding English language service.
14) When you publish your main telephone number, or any helpline numbers or call centre service numbers, you must state (in Welsh) that you welcome calls in Welsh.
15) If you have performance indicators for dealing with telephone calls, you must ensure that those performance indicators do not treat telephone calls made in Welsh any less favourably than calls made in English.
16) Your main telephone call answering service (or services) must inform persons calling, in Welsh, that they can leave a message in Welsh.
17) When there is no Welsh language service available on your main telephone number (or numbers), or any helpline numbers or call centre numbers, you must inform persons calling, in Welsh (by way of an automated message or otherwise), when a Welsh language service will be available.
18) If a person contacts one of your departments on direct line telephone numbers (including on staff members’ direct line numbers), and that person wishes to receive a service in Welsh, you must provide that service in Welsh in its entirety (if necessary by transferring the call to a member of staff who is able to deal with the call in Welsh).
20) When a person contacts you on a direct line number (whether on a department’s direct line number or on the direct line number of a member of staff), you must ensure that, when greeting the person, the Welsh language is not treated less favourably than the English language.
21) When you telephone an individual (“A”) for the first time you must ask A whether A wishes to receive telephone calls from you in Welsh, and if A responds to say that A wishes to receive telephone calls in Welsh you must keep a record of that wish, and conduct telephone calls made to A from then onwards in Welsh.
22) Any automated telephone systems that you have must provide the complete automated service in Welsh.
24) If you invite one person only (“P”) to a meeting you must ask P whether P wishes to use the Welsh language at the meeting, and inform P that you will, if necessary, provide a translation service from Welsh to English for that purpose.
24A) If you have invited one person only (“P”) to a meeting and P has informed you that P wishes to use the Welsh language at the meeting, you must arrange for a simultaneous translation service from Welsh to English to be available at the meeting (unless you conduct the meeting in Welsh without the assistance of a translation service).
27) If you invite more than one person to a meeting (which does not relate to the well-being of one or more of the individuals invited), you must ask each person whether they wish to use the Welsh language at the meeting.
27A) If you have invited more than one person to a meeting (which does not relate to the well-being of one or more of the individuals invited), and at least 10% (but less than 100%) of the persons invited have informed you that they wish to use the Welsh language at the meeting, you must arrange for a simultaneous translation service from Welsh to English to be available at the meeting.
30) If you arrange a meeting that is open to the public you must state on any material advertising it, and on any invitation to it, that anyone attending is welcome to use the Welsh language at the meeting.
31) When you send invitations to a meeting that you arrange which is open to the public, you must send the invitations in Welsh.
32) If you invite persons to speak at a meeting that you arrange which is open to the public, you must –
(a) ask each person invited to speak whether he or she wishes to use the Welsh language, and
(b) if that person (or at least one of those persons) has informed you that he or she wishes to use the Welsh language at the meeting, provide a simultaneous translation service from Welsh to English for that purpose (unless you conduct the meeting in Welsh without a translation service).
33) If you arrange a meeting that is open to the public, you must ensure that a simultaneous translation service from Welsh to English is available at the meeting, and you must orally inform those present in Welsh –
(a) that they are welcome to use the Welsh language, and
(b) that a simultaneous translation service is available.
34) If you display any written material at a meeting that you arrange which is open to the public, you must ensure that that material is displayed in Welsh, and you must not treat any Welsh language text less favourably than the English language text.
37) Any publicity or advertising material that you produce must be produced in Welsh, and if you produce the advertising material in Welsh and in English, you must not treat the Welsh language version less favourably than you treat the English language version.
38) Any material that you display in public must be displayed in Welsh, and you must not treat any Welsh language version of the material less favourably than the English language version
40) Any documents that you produce for public use must be produced in Welsh.
You must comply with standard 40 in relation to the following:
- Agendas, minutes and other papers for meetings, events and conferences that are open to the public
- Agendas, minutes and other papers that are available to the public, which relate to management board or cabinet meetings
- Cabinet written statements
- Policies, strategies, annual reports and corporate plans
- Statements of Policy Intentions (SoPI)
- Brochures, leaflets, pamphlets or cards
- Committee papers
- Consultation papers and summary of responses
- Decision papers
- Educational packages for schools
- Explanatory information for the public
- Research papers produced by Welsh Ministers
- Welsh language Impact Assessments
- Licences and certificates
- Rules that apply to the public
- Statements to the press
- Maps
- Ministerial Evidence presented to Assembly Committees that aren’t laid in accordance with the Standing Orders of the Assembly
- Ministerial Speeches published by Welsh Ministers
- News-sheets
- Oaths and Pledges
- Questionnaires and Surveys to the public
- Codes of Practice, Guidelines, Guidance, Orders, Plans and other documents produced by Welsh Ministers that are not subordinate legislation, but are produced under an Enactment.
47) If you produce a document for public use, and no other standard has required you to produce the document in Welsh, you must produce it in Welsh –
(a) if the subject matter of the document suggests that it should be produced in Welsh, or
(b) if the anticipated audience, and their expectations, suggests that the document should be produced in Welsh.
48) If you produce a document in Welsh and in English (whether separate versions or not), you must not treat any Welsh language version less favourably than you treat the English language version.
49) If you produce a Welsh language version and a separate English language version of a document, you must ensure that the English language version clearly states that the document is also available in Welsh.
50) Any form that you produce for public use must be produced in Welsh.
50A) If you produce a Welsh language version and a separate English language version of a form, you must ensure that the English language version clearly states that the form is also available in Welsh.
50B) If you produce a form in Welsh and in English (whether separate versions or not), you must ensure that the Welsh language version is treated no less favourably than the English language version, and you must not differentiate between the Welsh and English versions in relation to any requirements that are relevant to the form (for example in relation to any deadline for submitting the form, or in relation to the time allowed to respond to the content of the form).
51) If you pre-enter information on a Welsh language version of a form (for example, before sending it to a member of the public in order for him or her to check the content or to fill in the remainder of the form), you must ensure that the information that you pre-enter is in Welsh.
52) You must ensure that –
(a) the text of each page of your website is available in Welsh,
(b) every Welsh language page on your website is fully functional, and
(c) the Welsh language is not treated less favourably than the English language on your website.
55) If you have a Welsh language web page that corresponds to an
English language web page, you must state clearly on the English language web page that the page is also available in Welsh, and you must provide a direct link to the Welsh page on the corresponding English page.
56) You must provide the interface and menus on every page of your website in Welsh.
57) All apps that you publish must function fully in Welsh, and the Welsh language must be treated no less favourably than the English language in relation to that app.
58) When you use social media you must not treat the Welsh language less favourably than the English language.
59) If a person contacts you by social media in Welsh, you must reply in Welsh (if an answer is required).
61) When you erect a new sign or renew a sign (including temporary signs), any text displayed on the sign must be displayed in Welsh (whether on the same sign as you display corresponding English language text or on a separate sign); and if the same text is displayed in Welsh and in English, you must not treat the Welsh language text less favourably than the English language text.
62) When you erect a new sign or renew a sign (including temporary signs) which conveys the same information in Welsh and in English, the Welsh language text must be positioned so that it is likely to be read first.
63) You must ensure that the Welsh language text on signs is accurate in terms of meaning and expression.
64) Any reception service you make available in English must also be available in Welsh, and any person who requires a Welsh language reception service must not be treated less favourably than a person who requires an English language reception service.
67) You must display a sign in your reception which states (in Welsh) that persons are welcome to use the Welsh language at the reception.
68) You must ensure that staff at the reception who are able to provide a Welsh language reception service wear a badge to convey that.
69) Any official notice that you publish or display must be published or displayed in Welsh, and you must not treat any Welsh language version of a notice less favourably than an English language version.
81) You must promote any Welsh language service that you provide, and advertise that service in Welsh.
82) If you provide a service in Welsh that corresponds to a service you provide in English, any publicity or document that you produce, or website that you publish, which refers to the English service must also state that a corresponding service is available in Welsh.
83) When you form, revise or present your corporate identity, you must not treat the Welsh language less favourably than the English language
84) If you offer an education course that is open to the public, you must offer it in Welsh.
85) If you offer an education course that is open to the public and which is aimed specifically at persons aged 18 or under, you must offer it in Welsh.