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Customer Charter

Our Service Commitments to You

The Commission for Public Service Appointments is committed to delivering a high quality customer service. The purpose of this Charter is to improve customer service and to set out the standards of service you are entitled to expect from us.

Telephone Services

When you contact us you can expect

  • That we will be available to answer your calls during normal office hours on 01-6395750
  • Friendly courteous staff to deal with your query in a helpful manner and provide clear and accurate information
  • That we will identify ourselves
  • To have your phone call answered promptly (within 20 seconds). In exceptional circumstances where the switch and/or extensions are unattended, a voicemail message can be recorded which will be responded to within one working day. Voicemail messages will be updated as appropriate to indicate staff availability
  • The name and telephone number of the person to whom you are being transferred when it is necessary to transfer your call
  • If we cannot answer your queries immediately, we will take your details and agree to call you back at a time that suits you

 

Written communications

  • We will acknowledge all written communications (including faxes and e-mail) within three working days and will reply to your enquiry within fifteen working days. In cases where there is going to be a delay, we will send you an interim reply within the fifteen days
  • All staff will use automated e-mail responses when out of the office with alternative contact details
  • We will process your Freedom of Information requests within the required timeframe
  • We will ensure that all communications carry a contact name, telephone number, and e-mail address. Please feel free to use these details to contact us further

 

Personal callers

  • We will be available to meet with you personally by prior appointment during office hours and, where necessary, we will be as flexible as possible outside of these hours
  • We will receive you courteously, be fair and helpful to you, and deal with your enquiry as soon as possible
  • We will provide clean accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs

 

Our Website

We are committed to

  • Ensuring all information is accurate and up to date
  • Ensuring that all key publications are available on our website
  • Ensuring that our website complies with disability access requirements
  • Availing of new technology to continuously improve on our services

Provision of Information

We are committed to

  • Providing accurate and current information using clear and simple language
  • Providing information and documentation in a timely manner
  • Ensuring that all generally available information is accessible in both electronic and printed formats
  • Ensuring that information is available in an accessible format for customers with special needs

 

Equality and Diversity

  • We will respect the rights to equal treatment established by equality legislation and accommodate diversity in providing a service to our customers so as to ensure equality for all

 

Services in Irish

We will fulfil our obligations under the Official Languages Act 2003, and ensure that all members of the public are facilitated in using the official language of their choice

  • All website facilities will be bilingual
  • All publications will be available in Irish
  • All communications in Irish will be responded to in Irish

 

For Recruitment Licence Holders/Office Holders

We are committed to

  • Ensuring a simple and timely application process
  • Giving advance notice of intention to carry out audits
  • Discussing the findings of the audit with you before a report is submitted to the Commission
  • Serving all licence holders in an equal and fair manner

 

Help us to help you

We would be grateful if you could

  • Quote reference number(s) in all correspondence and/or communication with this Office
  • Ensure that application forms are fully, accurately and legibly completed
  • Provide statistical data as required to enable us to give access to up-to-date information on recruitment activities

 

Comments and Feedback

  • We welcome customer feedback on all of our services and invite you to contact us with any complaints, compliments or comments that you may have which will enable us to understand the needs and expectations of our customers and to evaluate the quality of services provided
  • You can make a complaint about the customer service you have received to the Customer Services Manager. All such complaints will be dealt with promptly, fairly and impartially, will be acknowledged within three working days and responded to within 15 working days, and unless a complainant wishes otherwise, treated in confidence (subject to our statutory obligations)
  • We guarantee that your complaint will not affect how we treat you in the future
  • We undertake to deliver decisions in relation to complaints of breaches of the code of practice(s) within the timeframe and in line with the standards identified by the Commission
  • If you wish to provide feedback on any issue in relation to this Charter and our commitments to you as a customer please contact the Customer Services Manager. We undertake to respond to all customer feedback where requested

 

Contact details

Customer Services Manager
Office of the Commission for Public Service Appointments,
18 Lower Leeson Street, Dublin 2.
Telephone: +353 1 639 5750
Fax: +353 1 639 5769
Email: info@cpsa.ie