My Department attaches the highest importance to the quality and standard of its engagement with the public and with elected representatives. This applies across all areas of our work, including the delivery of consular and passport services to Irish citizens at home and abroad, as well as in responding to correspondence from members of the public, local authorities, and the Oireachtas.
A number of policies underpin this commitment to high-quality customer service. Engagement with members of the public, local authorities, and the Oireachtas is primarily governed by my Department’s Customer Service Charter, which sets out our commitment to:
• responding to correspondence in a professional and timely manner;
• treating all individuals fairly and impartially;
• using clear and accessible language in all communications;
• handling enquiries efficiently; and
• safeguarding personal data and respecting confidentiality.
Further detail on service standards is provided in the Department’s Customer Service Action Plan. This Plan states that the Department aims to acknowledge all correspondence, whether from a member of the public, local authorities or the Oireachtas, and whether solicited or unsolicited, within ten working days.
In addition, my Department has an Unreasonable Customer Communication Policy. This policy reaffirms our commitment to high standards of customer service, while also setting out clearly the types of behaviour that are unacceptable and the procedures to be followed in managing such communications.
