My officials have agreed a Farmers Charter and Action Plan with the farmer representative bodies. The Charter sets out service delivery targets and standards of service for the various schemes operated by the Department. A monitoring committee comprised of farmer representatives and Department officials under an independent chairman meets 2 - 3 times a year to review the operation of the Charter. A separate Customer Charter is also in place setting out general standards of service for all customers. Both Charters provide information on procedures to be followed in the event of a dispute or complaint. Further information is available on my Departments website www.agiculture.gov.ie.
Any farmer who is unhappy with the outcome of a scheme application, the procedures followed or penalties imposed, can avail of the appeal procedures provided for under the relevant scheme. This includes the right of appeal to the independent Agriculture Appeals Office. Further information on the Appeals office is available on their website www.agriappeals.gov.ie. A complaint can also be made to the Department’s Quality Service Officer under the Customer Complaints Procedure if it is felt that a Department service has not met expected standards. The Quality Service Officer will have the matter investigated and issue a report and recommendation. The outcome of this investigation can also be appealed to the Ombudsman.
