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Citizen's Charter

noun
  1. (formerly, 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
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Collins English Dictionary - Complete & Unabridged 2012 Digital Edition © William Collins Sons & Co. Ltd. 1979, 1986 © HarperCollins Publishers 1998, 2000, 2003, 2005, 2006, 2007, 2009, 2012