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Customer Charter

Our Customers


Given the diversity of our activities, the Department has a wide range of customers including individual members of the public, elected representatives, local authorities, our agencies, other partner bodies, other Government Departments and Offices, international organisations, NGOs and many voluntary and representative groups whose business interacts with the Department. A number of specific services are provided directly to members of the public, e.g. through our National Parks and Nature Reserves. 

Our commitment to you


Meeting your needs is important to us and we aim to achieve this by:

  • giving you the best possible service and providing helpful advice.
  • treating you properly, fairly, impartially and with courtesy.
  • aiming to ensure that your rights to equal treatment established by equality legislation are upheld in the delivery of our services.
  • aiming to meet any special needs you may have. 

Contact by Telephone


If you telephone us:

  • our staff will answer your telephone enquiries promptly and politely.
  • we aim to answer your calls within an overall average of 10 seconds.
  • we will give our name and the name of the Section you have called.
  • we aim to answer your questions straight away. If we cannot do so, we promise to take your details and tell you when you can expect to hear from us again.

Contact by Letter or Email


If you write to us:

  • we aim to respond to your query in clear plain language within 15 working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply.
  • 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.

Visiting our Offices


If you call to see us:

  • we will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
  • we will aim to provide private meeting rooms to discuss your query.
  • we will aim to answer your questions fully. If we cannot do this we will arrange to phone you, or write to you if you prefer.
  • we will ensure that our offices comply with occupational health and safety standards.
  • we will aim to ensure that our public offices are accessible for people with disabilities. Our main offices providing direct information or services to the public, in Dublin, Ballina and Wexford are accessible for people with disabilities. 

Service in Irish


We aim to ensure that:

  • customers who wish to conduct their business through Irish can do so.
  • documents such as the Annual Report and Customer Service Action Plan are available in both Irish and English.
  • information leaflets on various schemes are available in Irish and English.

Customer Responsibilities


Customers also have an important role to play in assisting the Department achieve its service commitments. By adhering to the following principles you will greatly assist us in delivering a quality service to you:

  • Providing Accurate Information
    • Quote reference numbers, where available, in all correspondence and communications with the Department.
    • Familiarise yourself with the terms and conditions of schemes before filling out applications/forms and provide all necessary supporting documentation.

  • Providing Contact Details
    • Provide a daytime telephone number or email address, if available, in all correspondence.

  • Adhering to Closing Dates
    • Ensure, where applicable, that applications/forms are submitted in sufficient time to meet specified deadlines.

  • Responding to Requests for Additional Information
    • Respond as soon as possible to any queries raised, including supplying any additional information requested in support of applications.
    • Inform us of any changes in circumstances which may have a bearing on a decision made by the Department.

  • Making Appointments
    • If you need to visit the Department regarding a complex matter, please make an appointment in advance. This will ensure that the appropriate officials will be available and that any necessary preparations can be undertaken.
  • Cooperating with Department Staff
    • Treat staff of the Department with the same courtesy and cooperation you would like to receive.
    • Accord staff the due respect and freedom to carry out their duties and refrain from intimidating or threatening staff in any manner whatsoever. The following behaviour is not acceptable from any member of the public in any of our facilities, or in the provision of any of our services:
      • Harassment of staff by use of abusive, racist or threatening language.
      • Use of violence or threat of violence towards staff members.
      • Behaviour which is disruptive and interferes with delivering a quality customer service

Customers are advised that where a staff member is subjected to such treatment, contact will have to be terminated. 

Feedback


The Department is committed to consulting with its customers and to evaluating its services. You can help us by:

  • providing comments or suggestions regarding the service you receive.
  • completing and returning any customer survey forms that we may send you.

If you want to forward a suggestion on how we could improve our service to you, please email qcsofficer@environ.ie, use the Customer Service Feedback Form or send your suggestion directly to:
Quality Customer Service Officer,
Corporate Development Section,
Department of the Environment, Heritage and Local Government,
Custom House,
Dublin 1. 

How to Complain


If you have a complaint about the service we have provided, you should speak either to the line manager of the area concerned who will look into the matter or you should write to the Quality Customer Service Officer for the Department. We will do our best to put things right if we have made a mistake. We will acknowledge your complaint within 3 working days and try to deal with your complaint within 10 working days. If we need to carry out further research we will let you know and try to have completed this within 20 working days.

If you are still not happy, you can write to the
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2.

  • Telephone: (01) 639 5600
  • LoCall: 1890 22 30 30
    (Note that the rates charged for the use of 1890(LoCall) numbers may vary among different service providers)
  • Email: ombudsman@ombudsman.irlgov.ie


How to Contact Us

  • LoCall: 1890 20 20 21 
    (Note that the rates charged for the use of 1890(LoCall) numbers may vary among different service providers)
  • Telephone: (01) 888 2000
  • Email:
  • Fax: (01) 888 2888
  • In person: Wexford, Dublin, Ballina. Access is available by ramp/lift.
  • Our opening hours are:
    Monday to Thursday 9.15 am to 5.30 pm; Friday 9.15 am to 5.15 pm
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