06/11/15

Customer Service

Customer Charter and Customer Service Action Plan

Providing a high-quality, efficient and effective service is central to our work in the Department of Arts, Heritage Regional, Rural and Gaeltacht Affairs. Please see our Customer Service Action Plan 2016–2018 and associated Customer Charter attached for your information. This reaffirms our commitment to deliver high quality services to all out customers.

Our Customer Charter outlines the standards of service that customers can expect to receive when they interact with us by phone, in writing or in person. The Action Plan identifies how we will implement the Charter commitments and review/report on our performance in this regard.

Customer Service Action Plan 2016 – 2018

Customer Charter 2016 – 2018

Feedback

If you wish to make some suggestions for improvement as regards our services please contact us directly by email at customer.service@ahg.gov.ie or on (01) 631 3832. We welcome all feedback and will deal with your suggestions in a timely and confidential manner.

Complaints Procedure

If you are not satisfied that we are meeting the standards that we have set in our Customer Service Action Plan or you have concerns or complaints about any aspect of your dealings with us, we would encourage you to pursue this matter with us.  We welcome all feedback and we will deal with all complaints, queries and suggestions in a timely and confidential manner.

The matter should initially be brought to the attention of the senior officer in charge of the area to which the problem relates (in writing, by telephone, or via email).  We will deal with any complaints promptly and in confidence.  If the matter is not resolved to your satisfaction at local level, you can pursue the matter with our Customer Service Officer by writing to:

The Customer Service Officer
Department of Arts, Heritage Regional, Rural and Gaeltacht Affairs
Room 303
23 Kildare Street, Dublin 2
Tel: 01 631 3829/631 3832
Email: customer.service@ahg.gov.ie

The Customer Service Officer will:

  • Acknowledge receipt of your complaint within 5 working days and advise you of the named officer who will be handling your complaint;
  • Have the matter fully investigated; and
  • Complete the processing of your complaint within 20 working days.

Where your complaint is upheld and the Department is at fault, we will apologise to you and, where possible, try to rectify the situation immediately and take whatever measures are necessary to prevent a similar situation recurring.

Where your complaint is not upheld, we will explain our reasons to you and advise you of your right of appeal to the Ombudsman.  The Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you.  The Ombudsman provides an impartial and independent dispute resolution service.  The contact details for the Ombudsman are:

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Tel:  01 639 5600
Lo-call:  1890 22 30 30
Email:  ombudsman@ombudsman.gov.ie

Complaints will be recorded and monitored to assist in providing us with an accurate picture of the quality of services provided and to identify areas requiring improvement.  Feedback will be provided to staff in relation to complaints received and, where complaints disclose system flaws, procedures will be reviewed and appropriate action taken to avoid recurrences.

Information explaining our complaints procedures is also available in our public offices and on the Department’s website, www.ahg.gov.ie .

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Department of Arts, Heritage, Regional, Rural and Gaeltacht Affairs, 23 Kildare Street, Dublin , D02 TD30. Tel: 01 631 3800 / LoCall: 1890 383 000

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