Dáil Éireann Debate, Tuesday - 17 May 2016
510. Deputy Aengus Ó Snodaigh asked the Minister for Social Protection the measures in place to ensure officials comply with the customer charter; and the actions which can be taken when an official fails to comply with the customer charter. [9901/16]
View answerThe Department’s Customer Charter and Action Plan 2013-2015 sets out the level of service customers can expect when dealing with the Department and its commitment to provide a professional, efficient, courteous and timely service to all of its customers. My Department is committed to ensuring that a customer service ethos is embedded in everything it does and is embraced by everyone in the organisation. Significant effort is made to ensure that the highest levels of customer service standards are achieved by both individual staff members and as an organisation. There is a strong focus on customer service training which is included in a range of courses made available to staff across the Department.
The Department employs a variety of mechanisms aimed at ensuring it delivers the highest levels of service to its customers. These mechanisms include customer surveys, consultation with customer representative groups, as well as seeking feedback from customers on ways in which service provision and delivery can be improved through the Department’s Comments and Complaints system.
If a customer is dissatisfied with the standard of service they have received from the Department, they can make a complaint to the Quality Customer Service Team. Their complaint will be dealt with promptly, fairly and impartially. If the complaint remains unresolved, the customer has the right of further appeal to the Office of the Ombudsman.
The Civil Service Code of Standards and Behaviour sets out the standards required of all civil servants in the discharge of their duties. These standards of behaviour and values support a high quality public service, based on high levels of personal performance and responsibility.
Where a member of staff of my Department is found to have breached the Civil Service Code of Standards and Behaviour, Departmental policies, or engaged in inappropriate behaviour, the matter is dealt with in accordance with the provisions of the Civil Service Disciplinary Code.
I hope this clarifies the matter for the Deputy.
