Customer Charter

Courtesy and Consideration

• We expect that staff will, at all times, carry out their duties courteously and considerately in all situations. By the same token, we expect similar respect from customers in their dealings with us.
• We aim to be realistic in meeting deadlines and to provide customers with progress reports.

Information

• We expect that every reasonable effort will be made to give you access to full, accurate and timely information.
• We respect privacy. The information we deal with can be very sensitive and personal. We must ensure that the data is held in full compliance with the Data Protection Act, 1988.
• We maintain the intranet. This contains contact details, a staff telephone book, FAQs and other useful information. We encourage and facilitate other departments in using the intranet.

Correspondence

• We acknowledge all correspondence, either by telephone, letter or email, within five working days if at all possible.

Customer Complaints Procedure

• If the level of service fails to meet customers' expectations, they are entitled to discuss the matter further with a supervisor. Contact names will be available on request, as part of our complaints procedure.

Service Desk

• We aim to provide a sufficiently manned service desk with qualified staff, which refers customers to the relevant team to deal with their query. We provide a contact name, telephone number or email address.

Consistent Administration

• We expect that all cases will be dealt with in a consistent manner.

Customer Satisfaction

• It is proposed that a formal customer satisfaction survey will be carried out for the IT Department at least once every three years.

Use of Irish

• The Department will endeavour to conduct business through Irish if requested to do so by customers.