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Customer Charter - Customer Service Standards
Contact by telephone
If you telephone us........
> our staff will answer the phone promptly and courteously;
> we will give our name and the name of the section or Law Centre you have called;
> if the member of staff concerned is unable to deal with the subject matter of the call personally, he/she will transfer the caller to someone who can;
> if it is not immediately possible to transfer the caller to the staff member who can best deal with the issue, details will be taken from the caller and arrangements will be made for the appropriate staff member to return the call at the earliest possible time.
Contact by letter or e-mail
If you write to us........
> we will issue an interim response to your letter or e-mail, where appropriate, within seven working days of receipt of correspondence;
> we will issue a substantive response within fifteen (15) working days;
> arrangements will be put in place to ensure that correspondence does not go unanswered where the staff member to whom the correspondence is addressed is absent from the office;
> letters/faxes issuing from the Board’s offices will include the name, address and telephone/fax number of the staff member dealing with > the subject matter of the correspondence;
> all correspondence will be written in plain language, using technical and official terms only where this is absolutely necessary.
The Board’s actions to comply with this standard are conditional on the timely receipt of information and instructions from our customers, where appropriate.
Personal callers
If you call to see us........
> you will be treated with respect, courtesy and efficiency;
> all areas open to our customers will be maintained to acceptable standards of cleanliness and comfort;
> every effort will be made to ensure access by people with disabilities in existing buildings, and where new offices are being acquired, the opportunity will be taken to provide access for people with disabilities;
> accommodation will be made available where customers may consult with staff members in a private and confidential environment.
Service through Irish
We will aim to ensure that........
> correspondence received in Irish will be answered in Irish;
> every effort will be made to accommodate telephone callers and personal callers who wish to conduct their business through Irish;
> while the provision of a service through Irish is not possible at all locations at present, training in the Irish language will be made available to all staff as part of the Board’s staff training programme;
> we will fulfil our obligations under the Official Languages Act, 2003;
> our most important publications will be made available in Irish.
More Information:
Complaints procedure
Customer Liaison Officer
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