Dáil Éireann Debate, Tuesday - 28 September 2021
309. Deputy Catherine Murphy asked the Minister for Public Expenditure and Reform the way in which the OPW manages its customer service process in respect of advising the public of the way in which it manages compliments, comments and complaints; the way in which that interaction occurs; and if he will make a statement on the matter. [46375/21]
View answerThe OPW is first and foremost a service organisation. We are primarily concerned with the delivery of services to our customers. Our ethos is client focus, timely delivery and value for money in a sustainable manner. Through the OPW Customer Action Plan, we are committed to providing a professional, efficient and courteous service to all our customers, as well as the delivering the highest quality of service in accordance with the guiding principles of Quality Customer Service.
As part of the OPW Customer Action Plan, we are committed to:
- Prominently displaying procedures on how to make a complaint on our website www.gov.ie;
- Ensuring our complaint procedure is included in our Customer Charter;
- Undertaking to deal with all comments or complaints promptly, fairly and objectively in accordance with the facts of the case;
- Closely monitoring the number and nature of comments, complaints or compliments received and use this information in effecting any necessary improvements to the quality of our services and decision-making.
If an OPW customer wishes to make a complaint, they can avail our Complaints/Appeals Procedure. In the first instance, make contact with the Customer Service Officer (CSO) for the particular Business area you are dealing with. Contact details for OPW CSOs contained in the Customer Action Plan. If a complaint is in relation to service delivery at Heritage sites, it can be made to the Guide or the Guide Supervisor on the site in question.
Where no guide service is available or if the complaint relates to another aspect of services offered by the Heritage Service, then the complaint should be made directly to the Customer Service Officer responsible for that area.
The OPW regards feedback as the key to understanding the needs and expectations of our customers. To ensure that views and comments – both positive and negative – are communicated to us, we encourage staff to use their day-to-day contact with customers as a means of gathering feedback on quality of service provided. Customers can also email their comments to info@opw.ie.
