We are committed to providing a high quality service to all our customers. We regard comments and complaints as an important source of information for improving our services.
Our values
Impartial | Accountable | Open | Collegiate | Innovative
Customer charter
To find out about our service commitment to our customers, read our short Customer Charter leaflet or our full Customer Charter Action Plan.
Our service commitment to our customers
We will:
- treat you with courtesy and respect
- deliver our services fairly, effectively and impartially
- seek to resolve requests in the first instance
- ensure that customers who wish to deal with the Houses of the Oireachtas Service through Irish, or using sign language, are catered for
- provide clear, accurate, and timely information and advice
- respect personal information and use it only in accordance with law
- assist everyone who visits the Houses of the Oireachtas or wants information on the work of the Houses of the Oireachtas
- invite feedback so that we can continue to improve our services to respond to the changing needs and expectations of our customers
- examine and respond to all complaints received in a timely manner
Our customer service standards
If you contact us by telephone we will:
- answer or return calls promptly and aim to resolve your enquiry efficiently
- if we are unable to answer your query immediately, endeavour to ensure that you receive a response at the earliest possible opportunity
- refer you to the appropriate business unit, or to the appropriate organisation should your query fall outside the responsibility of the Houses of the Oireachtas Service
If you contact us by letter or email we will:
- acknowledge receipt of your correspondence within five working days
- aim to provide a response within 15 working days
- use out-of-office email messages when away from the office and provide you with alternative contact details
- where, due to pressure of work or resource issues, it is not possible to provide a substantive written response to your query, we will endeavour to provide a response by telephone within the stated timescales
Policy for Responding to Unreasonable Behaviour
In fulfilling our customer service commitments, staff of the Service are entitled to have similar expectations and should reasonably expect that any persons who communicate with them will behave in a reasonable manner.
Take a look at our policy for dealing with unreasonable behaviour.
Visitors to the Houses of the Oireachtas
We welcome visitors to the Houses of the Oireachtas.
We will:
- greet you in a polite and courteous manner and be helpful and respectful towards you
- ensure that all public areas within the Leinster House complex are accessible while at the same time maintaining safeguards and procedures to ensure safety and security
:: Plan your visit to the Houses of the Oireachtas
Information on the website of the Houses of the Oireachtas
We will endeavour to ensure that the information available on this website is accessible, up-to-date, and accurate. Through our website we will assist you with information on the work of Dáil Éireann, Seanad Éireann and the Parliamentary Committees.
Our services in Irish
We will endeavour to ensure the delivery of our services through Irish in an accessible manner in accordance with the Houses of the Oireachtas Language Scheme 2018.
:: Find out more about Irish in the Houses of the Oireachtas
How you can help us to better serve you
We value and welcome constructive feedback as an important part of our continuous service improvement process.
We ask that you:
- provide us with constructive feedback on our services or suggestions to improve our services
- let us know if you have any special requirements or need assistance in accessing our services so that we can accommodate you
- treat our staff with courtesy and respect
Customer complaints
If you are unhappy with the standard of service you received, and if the issue cannot be resolved to your satisfaction with the staff member or section you have been dealing with, you can make a formal complaint.
What information should you provide in order to progress your complaint?
To progress the examination of your complaint, please provide, in writing, the following details:
- Your name, address or e-mail address and contact telephone number
- A clear explanation of the issue that you were dissatisfied with
- The name of the official or the section you dealt with
Contact details
Houses of the Oireachtas Service
Leinster House
Kildare St
Dublin
D02 XR20
Ireland