Home > Our Services > Your Council > Customer Service > Customer Service Charter

Customer Service Charter

Our Commitment

Our commitment to you is to provide a quality service, in a professional and sensitive manner.

General Information

We will:

  • Provide clear, helpful, accurate information.
  • Improve our internal and external websites and online access to services.

Telephone Contact

When contacting us by telephone you can expect that we will:

  • Be polite and courteous.
  • Respond quickly to voice mail messages normally within one working day at the latest.

Visitors to our Offices

If you visit our Offices we will:

  • Ensure privacy and confidentiality.
  • Deal with your enquiry as quickly as possible.

For non-routine matters, or if you need to meet a specific person, it is advisable to make an appointment in advance.

Written and Electronic Correspondence

In corresponding with you we will:

  • Acknowledge correspondence within 5 working days and issue a reply within 21 days.
  • Má scríobhainn tú chugainn as Gaeilge, freagróimid i nGaeilge.

Equality & Impartiality

We will:

  • Ensure the rights to equal treatment established by equality legislation are adhered to and that people are dealt with in an equitable manner.

Physical Access

We will:

  • Facilitate access for people with disabilities and special needs as required under the Disability Act 2005.


We will:

  • Provide choice where feasible in service delivery.
  • Communicate using website, radio, local press, public meetings etc. 
  • Provide services for those who wish to conduct their business through the medium of Irish.

Our Performance

We undertake to:

  • Monitor & evaluate our performance & publish details of performance.

Role of the Customer – Help us to help you

  • By giving us feedback and suggestions on how our services might be improved.
  • By providing accurate and comprehensive information including supporting documentation.
  • By quoting reference numbers in all communications.
  • Treat our staff in the same way you would like to be treated yourself.

Complaints & Redress Procedure

Visit our Complaint & Redress Procedure section.