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Customer Charter - Our Commitments To You
Customer care and quality service:
> the legal needs of our customers will always be identified;
> we will provide a timely and quality service;
> customers will receive a first appointment in a timely manner;
> where it is not possible to give our customer an appointment with a solicitor in a timely manner, we will keep you informed;
> we will deal with our customer in a fair and open manner irrespective of race, gender, socio-economic status, language, disability and/or other social attributes;
> we will be polite and professional in all our dealing with our customer.
Confidentiality:
> we will respect and maintain the confidentiality of our customers; and
> we will provide the necessary facilities in our offices to ensure the privacy of consultations.
Integrity/professional standards:
> we will conduct our business to the highest standards of ethical and professional behaviour in an atmosphere of mutual respect and courtesy;
> we will ensure our front line staff are appropriately trained to provide a professional customer service.
Efficiency and cost effectiveness:
> we will seek to provide an efficient and value for money service in all areas of our operations;
> we will operate systems for case management and case monitoring to ensure best throughput of cases without compromising the appropriate, professional standards.
Consistency:
> at all times we will operate our services in a consistent manner as between applicants for our services, while recognising that each case will have individual characteristics.
Information:
> we will provide comprehensive, accurate and timely information about the Board’s services in the form of Information leaflets;
> our Information leaflets will be written to the greatest extent possible, in plain language and in an easy to understand format;
> we will maintain an accessible, comprehensive and updated website at www.LegalAidBoard.ie;
> we will make available copies of our Information leaflets and appropriate forms in all of our work locations;
> our customers will be informed of their entitlements and obligations under the Civil Legal Aid Act;
> we will promptly provide clear and correct information when it is requested - and in cases where we cannot release information, we will explain why.
More Information:
Customer service standards
Complaints procedure
Customer Liaison Officer
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