Dáil Éireann Debate, Wednesday - 14 July 2021
157. Deputy Thomas Pringle asked the Minister for Foreign Affairs if there are guidelines, written procedures or protocols or key performance indicators for acknowledgement of correspondence received and response to correspondence received, respectively by category of correspondence (details supplied) in tabular form; and if he will make a statement on the matter. [38243/21]
View answerMy Department takes the quality and standard of our interactions with the public and their elected representatives very seriously. Whether it is through the provision of consular or passport services to Irish citizens, at home and abroad, or answering queries from members of the public or their elected representatives, my Department has produced several policies underpinning its desire to provide excellent customer service.
Interactions through correspondence, with members of the Oireachtas and members of the public, are primarily governed by my Department's Customer Service Charter. It outlines my Department’s commitment to:
- Being responsive and professional in dealing with all correspondence,
- Treating everyone fairly and impartially,
- Using clear and simple language in all communications,
- Dealing with enquires efficiently,
- Respecting privacy and confidential information.
The Customer Service Action Plan of my Department provides greater detail on the expected standards for acknowledgement of correspondence. As set out in this Plan, my Department endeavours to acknowledge all correspondence, be it from a member of the public or a member of the Oireachtas and regardless of whether or not it was solicited, within ten days.
My Department has also produced an Unreasonable Customer Communication Policy, which reaffirms our dedication to high quality customer service, but also outlines the types of communications that are unacceptable and the expected response to such communications.
