Customer Charter

This Customer Charter sets out the level of service customers can expect when dealing with the Department. Our Customer Action Plan, which sets this out in more detail, is available on our website www.finance.gov.ie

When you contact or visit us, we will:

• Treat you equally, with courtesy and respect
• Ensure our services are fully accessible
• Conduct business through Irish, where requested
• Apply the highest standards of integrity
• Be open, consultative and listen to and consider the opinions of others
• Foster the trust of the public through quality service and communication

Our customer service performance is monitored and measured against:

• The 12 Principles for Quality Customer Service
• Our commitments as set out in our Customer Action Plan (Section 3)
• The number of complaints we receive

Contact by letter or email

• Where appropriate, we will acknowledge all written correspondence within five working days of receipt
• We will endeavor to reply to customer queries within 20 working days. Where a full response is not possible in that timeframe, an interim response will issue with an estimated timeframe for reply
• We will ensure that queries and complaints are investigated and a reply issued
• Contact name, telephone number and/or email address will be included on replies

Contact by phone

• We will answer telephone calls promptly, giving our name and area of work
• As far as possible no caller will be transferred more than once during a single telephone call
• If we cannot deal with your query immediately, we will take your details and call you back as soon as possible

Visitors to our Offices

• All visitors will be treated with respect and courtesy
• We will provide visitors with a visitor badge as necessary
• We will make sure that our reception and meeting facilities are clean and accessible
• We will notify reception in advance of expected visitors arriving

How we deal with you

• Customers with specific needs will be catered for in our service delivery
• We will make every effort to accommodate customers who wish to conduct their business through Irish
• We will write in clear language and if we use technical terms, they will be explained
• Our publications will be available on our website

• We welcome and encourage feedback about our services. We provide freepost comment cards in our main reception area. You can also contact us by email: customer.service@finance.gov.ie

We will deal with your correspondence promptly, fairly, and impartially.

If you are unhappy with the service you receive, you can:

• make a complaint to the section you are dealing with, or
• address your complaint to the Customer Service Officer

Please provide your contact details and the relevant information regarding your complaint.

We will acknowledge all complaints within five working days.

We will investigate and reply to your complaint within 20 working days. Where a full response is not possible in that timeframe, an interim response will issue.

Visit the contact us area of our website

Email customer.service@finance.gov.ie

To help us deal with your comment or complaint, please provide the following details:

• Your name, address and e-mail address
• Full and accurate information relating to your query
• A daytime telephone number

Please remember to treat our staff with courtesy and respect.