From Department of the Environment, Climate and Communications
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We aim to provide a professional, high quality service to all our customers. We have updated our Customer Service Charter 2018-2020. The charter sets out the standards of service you should expect to receive from us. If you have any comments or suggestions on any aspect of our services, please contact our customer service helpdesk.
We also provide more information on complaints and appeals procedures below and details of our policy on stakeholder engagement.
If you are unhappy with the quality of service you receive, you have the right to make a complaint. Our complaints and appeals procedure applies when a customer is unhappy with the quality of service provided by the department. The procedure also applies to decisions for which a statutory right of appeal does not exist. It does not cover matters that are the subject of litigation, Freedom of Information, or matters referred to the Ombudsman or Information Commissioner.
If you have a complaint, you should first bring it to the attention of the relevant Division or Service Provider you have been dealing with. If you do not resolve your complaint, you can pursue the matter with the department's Customer Services Manager. The Customer Services Manager will acknowledge receipt of your complaint within 3 working days and try to resolve it within 20 working days. All correspondence to the Customer Services Manager should be in writing. To help us deal with your complaint promptly, please include the following information in your correspondence:
We consider all complaints fairly and impartially. The Customer Services Manager will examine your complaint carefully and decide on the appropriate response. If your complaint is upheld, we will rectify the mistake, whenever possible, and give you a full explanation and apology.
If you remain dissatisfied, you may wish to bring the matter before the Ombudsman. You can contact the Ombudsman at:
