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Customer Service


Customer Charter and Customer Service Action Plan


Providing a high-quality, efficient and effective service is central to our work in the Department of the Environment, Heritage and Local Government. Given the breadth of our remit, and the impact of our policies on individuals and communities across the country, it is critical that our focus remains on delivering for the citizen.

The Customer Service Action Plan 2009–2011 and the associated Customer Charter reaffirm our commitment to the delivery of high quality services to all. Our Customer Charter outlines the standards of service that customers can expect to receive when they interact with us by phone, in writing or in person. The Action Plan sets out how we will implement the Charter commitments and review and report on our performance in this regard.


Irish Language Scheme


The Department of the Environment, Heritage and Local Government is committed to providing quality services in Irish and / or bilingually to its customers.  The Department’s Irish Language Scheme 2009-2012 sets out how the Department will give effect to this principle taking account of what is reasonably practicable over the duration of the Scheme.

The Department’s second Irish language Scheme, prepared in accordance with Section 11 of the Official Languages Act 2003, came into effect on 20 July 2009. The new Scheme builds on the progress achieved across the Department over the period of the first Scheme.  It sets out commitments on behalf of the Department and staff to develop the extent to which services are currently available through Irish and it identifies areas for future enhancement.  The Scheme builds on the principles of Quality Customer Service and ensures that persons who wish to conduct their business in Irish are facilitated.


Feedback/Complaints


If you, as a customer, are not happy with the quality of the service which you have received from the Department, or indeed if you simply wish to make some suggestions for improvement as regards our services, you should contact us directly.  We welcome all feedback and will deal with your complaints/queries/suggestions in a timely and confidential manner.

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