Dáil Éireann Debate, Tuesday - 9 July 2024
457. Deputy Holly Cairns asked the Minister for Housing, Local Government and Heritage to provide the number and detail of the public helplines operated by his Department; whether calls are recorded on each helpline; and if not, whether he would consider recording calls for transparency and training purposes. [29997/24]
Amharc ar fhreagraMy Department currently does not operate any specific helplines. There is a central switch desk which will route calls to relevant sections as appropriate. These calls are not recorded.
My Department is committed to providing high quality, courteous and timely services to all of its customers in accordance with the Government’s 12 Guiding Principles for Quality Customer Service.
Customer relations is managed through the Quality Customer Service system. Details of the Quality Customer Service (QCS) provided by my Department and the procedures involved can be accessed on the gov.ie platform.
My Department aims to resolve all queries from the public within 15 working days.
The volume of customer feedback and success rate in reaching the 15 day target are published in the Department’s annual report.
The suggestion regarding recording of calls will be taken under appropriate consideration.
