Customer Charter 2025 - 2027

This Customer Charter is our statement on the levels of service our customers can expect in their dealings with our department. The Customer Action Plan provides further information in relation to same.

We are committed to providing our customers with the most timely, efficient and courteous service possible. All customers will be treated equally, and we will make every effort to ensure that the services we provide meet your needs and expectations. The Department of Agriculture, Food and the Marine believes that all customers should have the reasonable expectation to be heard, understood and respected. Department staff should also have the same expectations.

This Customer Charter is our statement on the levels of service our customers can expect in their dealings with us and outlines our commitment to quality customer service.

• Providing comprehensive information in a user-friendly format, using various communication channels, for all our schemes and services.
• Delivering the best possible service and providing helpful advice to customers.
• Setting real and achievable targets for service delivery.
• Ensuring compliance with all regulatory requirements.
• Treating everyone fairly, impartially and with courtesy.
• Striving to ensure that our customers rights to equal treatment are upheld in the delivery of all our services.
• Aiming to meet any special needs our customers may have.
• Engaging in meaningful staff training to ensure staff are updated and informed of changes and activities within their work area and within the organisation.
• Engaging proactively with our customers regarding new developments for schemes and services.

• Quote reference numbers (e.g. herd number, forestry contract (CN) number, vendor number etc.) when contacting us about an existing application or query.
• Provide a daytime contact telephone number and e-mail address in your correspondence, along with a full postal address including your Eircode.
• Provide accurate and clear information and submit all necessary supporting documentation.
• Check that all applications being submitted are fully and validly completed by the authorised user.
• Submit applications in sufficient time before scheme closing dates, and obtain proof of posting where an application is not submitted through our online services.
• Ensure correspondence is sent to the correct address.
• Inform us of any changes in circumstances which may have a bearing on your applications (e.g. address, phone number, mobile number, email address etc).
• Respond quickly to any queries or requests for any additional information in support of applications.
• Treat our staff with courtesy and respect.
• Ensure that you do not share your Agfood log in/account details with any other person (please note that your Agricultural Agent has their own AgFood account, they do not need access to yours).

We will ensure all key information is made available via the Department website. In addition we provide a wide range of online services via online resources including MyAgFood.ie and the Forestry License Viewer.

A full list of the services offered through MyAgFood.ie is available. We are committed to further improving the online portal for services as part of the Customer Charter and Action Plan.

• Emails requiring a response will, insofar as possible, be acknowledged within 1 working day of receipt.
• A full response in plain language will be issued within 20 working days of receipt.
• Where this is not possible, an interim response will be issued within 10 working days of receipt, with the contact details of the person dealing with the correspondence and the
• date when a full response may be expected.
• All e-mail correspondence should include contact name, postal address including Eircode, contact telephone number and e-mail address.
• Insofar as possible, all staff will use automated e-mail responses when out of the office with information on alternative contacts.

• Our staff will answer your telephone enquiries promptly and politely.
• Staff will identify themselves by full name and the name of the Section you have called.
• Our telephone lines are open between 9.15am – 12.45pm and 2.00pm to 5.00 pm on weekdays. Some of our smaller offices may be closed during lunch time
• We will try to answer your questions straightaway. If it is necessary to transfer your call, you will be advised of the reason and the individual or area you to which are being transferred.
• If you wish to allow a nominated contact to act on your behalf for all Department-related queries a DAFM Auth 4 form should be completed.
• The Department utilises a Customer Relationship Management (CRM) system, to support customer service helpdesks in the delivery of an improved, effective and efficient service. This system provides a single integrated view of a customer to the person dealing with the query, by interfacing with a range of existing Departmental systems and data feeds and is integrated with the Department’s telephony system Cisco Finesse.

• Correspondence will be acknowledged within 3 working days.
• Correspondence will be responded to in clear plain language within 20 working days.
• Where this is not possible an interim response will be issued to you within 10 working days with the contact details of the person dealing with your correspondence and the date when you can expect a full response.
• If your correspondence relates to a matter that comes within the remit of another public body, we will direct the correspondence to that body and inform you accordingly.

• Visitors to the Department will be treated with courtesy and dealt with efficiently and promptly when visiting public offices.
• Meetings will be arranged, where possible, at a time that suits you and we will not keep you waiting unnecessarily.
• At all times we will make every effort to ensure that business is done in private and, where possible, we will provide private meeting rooms to discuss your query.
• We will try to answer your questions fully. If we cannot do this at the time of your visit, we will arrange to phone or write to you if you prefer.
• We will ensure that our offices comply with occupational health and safety and Universal Access standards as far as reasonably practicable.

We believe that all customers should have the reasonable expectation to be heard, understood and respected. Department staff should have the same expectations. The vast majority of customer interactions are conducted in a calm, reasonable and respectful manner. However, on occasion a small number of customers may behave in a way which is unreasonable and unacceptable.

What is unreasonable communication?

Department staff are required to listen to customers, treat them fairly and respond to queries in a professional, respectful and courteous manner. This does not mean that staff are expected to tolerate behaviour by any person which is abusive, threatening, intimidating, obstructive or deemed to be bullying. In addition, staff should not tolerate communications, which, due to their frequency or nature, take up a disproportionate amount of time or resources.

An Unreasonable Behaviour Policy is in place which sets out how such unreasonable communications are dealt with.

We will continue to appropriately inform customers of significant developments in a proactive way through various channels, including via our website, social media channels, text service and through local and national media. We will ensure that our customers are provided with comprehensive information in a user-friendly format.

Accessibility

Accessibility relates to access, on an equal basis, to the physical environment, to information and communications, including information and communications technologies and systems, and to other facilities and services open or provided to the public, to enable persons with disabilities to live independently and participate fully in all aspects of life.

We will ensure that our offices and services are accessible for people with disabilities. Access and Inquiry Officers appointed in compliance with Disability Act 2005 are the point of contact for people with disabilities and are responsible for providing, arranging and co-ordinating assistance and guidance to access services provided by our offices.

Where possible, we would be grateful if you would provide advance notice of any specific access requirements that you may need so that we can make the necessary arrangements prior to your visit.

Official Languages Equality

The aim of the Official Languages Act is to promote the use of Irish in public affairs and to ensure the use of Irish by Public Bodies when communicating and providing services to the public. The Department are committed to this goal and to meeting our obligations under the Official Languages Act 2003 and Official Languages (Amendment) Act 2021.

Comments and suggestions on all aspects of our services are welcome. This will allow us to develop our services to fully meet your needs and serve you better. Inform us of your views, comments and suggestions by email at qualityserviceunit@agriculture.gov.ie.

If you are unhappy with the quality of customer service you have received and the issue cannot be resolved to your satisfaction with the staff member you have been dealing with and subsequently with the Senior Officer in charge of the area, you can make a formal complaint to the Quality Service Unit.

Details of how to make a customer service complaint are available on our website.

All Department schemes have both internal and external appeals mechanisms which can be availed of if an applicant is dissatisfied with the outcome of scheme application. Details of how to submit an appeal are available in all scheme terms and conditions.

We are fully committed to fulfilling our statutory legislative obligations in relation to the General Data Protection Regulation, Equality, Freedom of Information and Access to Information on the Environment, Opendata, Protected Disclosures, Children First, Official Lobbying, Prompt Payments of Accounts and Safety, Health & Welfare at Work. If you are making a request for information under one of these legislative access routes, please provide as much information as possible in your request to help our staff assist you with your request.

Freedom of Information

Freedom of Information Requests can be made by contacting the Freedom of Information Unit by email at freedomofinformation@agriculture.gov.ie. We will make every effort to provide you with as much information as possible informally outside the terms of the Act.

Opendata

We are committed to expanding the range of information on the Open Data portal. Open Data requests can be submitted to opendata@agriculture.gov.ie

Access to Information on the Environment

Access to Information on the Environment requests can also be made by contacting the Freedom of Information Unit by email at freedomofinformation@agriculture.gov.ie.

Data Protection

We take your privacy and the protection of your personal data very seriously. Any personal information which you volunteer will be treated securely and confidentially in accordance with, the Data Protection Acts 1988-2018 and the General Data Protection Regulation (GDPR) and the department’s Privacy Statement.

Subject Access Requests

Data Protection/ Subject Access Requests can be made by contacting the Data Protection Unit by email at data.protection@agriculture.gov.ie or you can complete the template on this webpage to assist with these request.

There are very well-developed structures in place for consultation with a wide range of representative bodies, including industry organisations, in the context of schemes supported by payments from EAGF (European Agricultural Guarantee Fund) and EAFRD (European Agricultural Fund for Rural Development), and in relation to policy development and regulatory matters.

Service delivery targets under the Farmers’ Charter of Rights 2023 - 2027 were agreed in consultation with the Farm Organisations. This process has resulted in the setting of clearly identifiable and achievable targets for service delivery and quality customer service. Farmers can refer to the Farmers’ Charter of Rights to find additional detailed information in relation of payment rates, inspection rates and other specific scheme-based targets. A monitoring committee under an independent chairman that includes representatives of the farming organisations and Department officials will monitor service delivery.

The Department ensures stakeholder engagement is component in all major projects which are undertaken and is committed to continuing to engage with our customers and stakeholders to ensure the customer experience continues to improve and the feedback received is considered.