My Department recognises the importance of timely and effective communication with members of local authorities, particularly given their role in supporting rural development, community initiatives and Irish language programmes at a local level.
The standards for responding to all customers, including members of local authorities, is set out in my Department's [Customer Service Charter]. If a customer contacts my Department by email, we aim to acknowledge the correspondence within two working days, with a full reply within 10 working days. If we cannot do this, we will explain why and provide details on when a full reply can be expected. Delays in responding to correspondence may arise due to factors such as the need to consult with other Departments or agencies, or the volume or complexity of correspondence received.
Heads of business units are responsible for ensuring compliance with these standards, and timely response to queries is monitored at business unit level. With regard to representations to the office of the Minister, the timeliness of responses is regularly considered at monthly ministerial management board meetings.
My Department welcomes feedback from stakeholders and customers in relation to our customer service performance, including through formal customer surveys, the most recent of which closed in December. This process will inform the next iteration of my Department's Customer Service Charter and Action Plan.
Eight agencies operate under the remit of my Department: Pobal, Western Development Commission, Charities Regulatory Authority, Water Safety Ireland, Oifig an Choimisinéara Teanga, Údarás na Gaeltachta, Foras na Gaeilge, and the Ulster-Scots Agency.
I can confirm all bodies under the aegis of my Department have similar customer service arrangements in place, in line with obligations under the Code of Practice for the Governance of State Bodies 2016. In this context, responses are required to issue within specific timelines, and compliance is monitored. Where a response takes longer, an interim reply is issued with an updated timeline. Through regular engagement and governance oversight, my Department reinforces the expectation that correspondence from elected members is treated as a priority.
I am satisfied that the importance of timely and effective communication with members of local authorities is fully recognised across my Department. These arrangements are kept under ongoing review.
