Appendix III: Customer Charter and Complaints Procedures
As a customer-focused organisation, Comhairle welcomes comments about how we deliver our services, our policies and procedures and how our customers are treated by our staff. We recognise also that complaints may arise from time to time and to that end we have put in place the following procedure which aims to ensure any complaints are dealt with in an open, fair and consistent manner.
You can make a comment or complaint in person, by telephone, fax, e-mail or through the Comhairle websites. Comhairle staff will try to resolve your issue in an efficient and effective manner, maintaining our standards of timeliness and courtesy.
Where a particular complaint needs further investigation the matter should be referred to the Customer Service Officer. Comhairle staff will provide you with contact details which are also available on the Comhairle website www.comhairle.ie
The Customer Service Officer will acknowledge receipt of complaints within five working days and will issue a reply to the complaint within 15 working days of receipt. This response will be made through your preferred method of communication where possible.
Where a mistake has been made we will apologise and make every effort to rectify the issue and prevent it recurring.
Comhairle will collate and analyse the type, nature, number and outcome of complaints received and will report annually on all complaints received.
Data collected will be recorded and stored in accordance with the Data Protection Acts.
Comhairle Customer Service Officer
Shona Bannon
George's Quay House
43 Townsend St
Dublin 2
Tel: 0761 07 9000
Fax: 01 605 9099
E-mail: customercomplaints@comhairle.ie
Customer Service Charter
Comhairle is committed to providing a quality service to its customers and clients. A Customer Service Action Plan underpins the commitments set out below which can be viewed on the Comhairle website - www.comhairle.ie or in any Comhairle office.
Comhairle willÂ….
1 Information
Take a proactive approach to providing information on social and civil services that is clear, accurate and up-to-date and meets the specific information needs of people. Information provided will be comprehensive and delivered in simple, straightforward language.
2 Timeliness, Courtesy and Responding to the Customer
Deliver services to our customers efficiently and effectively with courtesy, sensitivity and minimal delay.
3 Equality and Diversity
Respect the diversity of people who are customers and ensure that the rights to equal treatment established by equality legislation, such as the Equal Status Act 2000, are upheld in the delivery of service.
4 Access
Ensure that all of our services are fully accessible including our offices and meeting rooms.
5 Consultation and Evaluation
Provide a structured approach to consultation with our customers in relation to the development, delivery and review of services. Ensure meaningful monitoring and evaluation of service delivery.
6 Customer Comments and Complaints
Maintain an accessible, transparent and simple-to-use system for dealing with customer comments and complaints about the quality of service provided. Comhairle's Customer Service Officer can be contacted at customercomplaints@comhairle.ie, Tel 01 605 9000 or by writing to Shona Bannon, George's Quay House, 43 Townsend St, Dublin 2.
7 Official Languages
Provide quality services through Irish where possible.
8 Integrated Approach
Foster a co-ordinated and integrated approach to the delivery of high quality customer service.
9 Internal Customers
Recognise Comhairle staff as internal customers and properly support and consult with them with regard to service delivery issues.
