The Department of Children and Youth Affairs is fully committed to delivering quality of service and equality of treatment to all our customers. We aim at all times to provide our customers with a professional, efficient and courteous service and do our best to improve the standards of the service provided.
The purpose of our Customer Service Action Plan 2019-2021 is to set out the standard of service our customers can expect to receive from the department.
Our Customer Service Action Plan 2019–2021 and the associated Customer Charter affirms our commitment to the delivery of high quality services to all our customers.
Our Customer Charter outlines the standards of service that customers can expect to receive when they interact with us.
The Action Plan sets out how we will implement the Charter commitments and review and report on our performance in this regard.
Customer satisfaction is very important to us.
We aim to achieve this by:
We are available to answer telephone calls during normal office hours (9:15am – 5:30pm Monday to Thursday, (5:15pm on Friday)).
Our aim is to answer all calls efficiently. We will identify ourselves and our area of work, be polite and helpful, and do our best to provide our customers with clear, correct information.
If we cannot give an answer straight away, we will take the customer’s details and call back at a suitable time.
We will only connect callers to voicemail if the person they wish to engage is unavailable and do our best to respond to voicemail messages within one working day.
We will be available to meet by appointment with our customers during normal office hours and where necessary will try to be flexible about our own availability at times outside these hours.
We will increase the levels of knowledge in the department about equality and diversity and we will do this through training, information and communication.
In our dealings with customers, we strive to ensure that their rights to equal treatment, as set out in equality legislation, are upheld.
Tabharfar freagra as Gaeilge ar chomhfreagras a gheofar i nGaeilge. Déanfar gach iarracht freastal ar fhiafraithe teileafóin i nGaeilge agus freastal ar dhaoine a thagann i láthair ar mian leo a ngnó a dhéanamh trí Ghaeilge.
If a customer has a complaint about the service we have provided they should ask to speak to the line manager of the area concerned, who will investigate the complaint.
If not satisfied with the outcome the customer can write to the Customer Service Officer for the department (details below).
We will acknowledge complaints within 5 working days normally and do our utmost to deal with them within 15 working days. Should the need arise for further investigation we will let the customer know and will endeavour to have a solution within 20 working days.
The processes for dealing with complaints are set out in the department's Customer Service Action Plan.
If a customer is not satisfied with the outcome of the investigation of a complaint, the matter may be appealed to the Appeals Officer (contact details below). The deadlines for responding to appeals will be the same as those for formal complaints (outlined above).
If a customer remains unsatisfied with the outcome they can follow up as outlined in the Customer Service Action Plan.
We can help you best if you:
We welcome your views on our services.
The department is wholly committed to providing the highest levels of service to all our customers. Our customers come from many walks of life such as individual members of the public, elected representatives, the agencies associated with the department, other government departments and offices, international organisations and many voluntary and representative groups who do business with the department.