Customer Service

Customer Service Charter and Action Plan

The Department of Rural and Community Development published its first Customer Action Plan and Charter in June 2019 in line with the public service’s Customer Charter Initiative as part of its commitment to providing a quality customer service.

The Customer Action Plan details planned progress under each of the 12 Guiding Principles of Quality Customer Service. Each Principle is accompanied by specific objectives and targets with related performance indicators. The Customer Charter is a short statement which provides guidance and information to the public on contacting a Public Service organisation, and describes the level of service a customer can expect. Both are produced as part of the same process and published every three years, or where there is a strong business case for a new Action Plan and Charter.

During 2022 the Customer Charter and Action Plan 2019 – 2022 was reviewed and a new Charter and Action Plan for 2022 – 2025 was developed. These reports are available via the links below:

In addition a leaflet outlining DRCD’s Customer Service Commitments and key related contact points has been developed and is available below:

The Customer Service Charter poster linked below sets out the standard of service our customers can expect to receive from us, and is displayed at the reception area of all the Department’s office locations:

Complaints and Appeals

If you are not satisfied that we are meeting the high standards set out by and expected of this department, or have concerns or complaints about any aspect of your dealings with us, we would encourage you to pursue this matter with us in writing.

Here’s what you can do to try and set it right:

• Complain locally: 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. We try to solve all problems at a local level, where possible.
• Contact Customer Services: If the matter is not resolved to your satisfaction at local level, or if you wish to appeal a decision, you can pursue the matter with our Corporate Services team by contacting:

Corporate Services

Department of Rural and Community Development

Trinity Point, 10/11 Leinster Street Lower, Dublin 2, D02 EF85

Tel: 01 7736860

Email: info@drcd.gov.ie

• Appeal: If you’re unhappy with a decision by the department, and there’s an appeals process available, you can appeal it. If your complaint relates to a specific funding programme please refer to the Scheme Outline for the programme in question (available on our website) for details of the appeals process.
• Contact the Ombudsman’s Office: 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,

6 Earlsfort Terrace, Dublin 2, D02 W773.

Tel: 01 639 5600

Email: complaints@ombudsman.ie

Feedback

If you wish to make some suggestions for improvement as regards our services, please contact us by email or in writing at the address below. We welcome all feedback and will deal with your suggestions in a timely and confidential manner.

Corporate Services

Department of Rural and Community Development

Trinity Point, 10/11 Leinster Street Lower, Dublin 2, D02 EF85

Tel: 01 7736860

Email: info@drcd.gov.ie