The Customer Charter contains information on what our customers, elected representatives, and citizens can expect from their dealings with us regarding service delivery.
Limerick City and County Council is a public service provider. This means that our role is to be of real service to our customers. We want to improve your quality of life and your physical environment in ways that do not compromise the quality of life for future generations. We are committed to giving you a quality service by trying to resolve your query at the first point of contact where possible.
We have drawn up this Customer Charter so that you, the Customer, are clear on the quality of service you can expect from us in Limerick City and County Council. The Charter also sets out what we expect from you, our customers in return and includes a Customer Code of Conduct.
The Council operates a contact centre for the management of our main phone number and customer interaction.
It is necessary to provide our staff with your name/exact nature of your query to enable us to handle your request effectively.
Failure to provide this information means that we may not be in a position to handle your request.
What does this charter mean for you the Customer?
We will try to answer queries and not transfer you to another area to be dealt with. Our staff will make sure that services are delivered properly, fairly, openly and impartially. We will deal with you;
- Correctly under the law, with rules governing your entitlements.
- Sensitively - We will treat all our customers equally ensuring that there is no discrimination on any grounds.
- Helpfully - By making procedures, forms and information on entitlements and services easier to understand, by keeping proper records and by telling you about time limits or conditions that might disqualify you.
- Courteously, including communicating with you in Irish if you so wish
- Responsibly, by explaining why we might make a decision that is not what you hoped for.
- Promptly, in line with the time limits for your request.
Our promise to you
- We will answer all telephone calls promptly and courteously.
- Tell you who you are speaking to when we answer the phone by giving our first name.
- Reply to your letters as soon as possible.
- Meet you punctually if you have an appointment.
- Do our utmost to accommodate you if you don’t have an appointment.
- If a staff member is on leave, you will be advised that an alternative staff member will be dealing with your case.
- Voice Mail will be regularly updated advising when staff are not available.
- We will update our website and social media on events and issues arising that affect you our customers/citizens.
If we cannot answer your letter, or email immediately
- We will acknowledge your communication within 2 working days.
- In most cases, give you an answer within 15 working days.
- If we cannot do this, we will tell you when you will receive a full reply.
Dealing ‘fairly’ with you means
- Treating you the same as we would treat others in similar situations.
- Being prepared to review rules and procedures.
- Giving you enough notice before changing any rules that might reduce your entitlements.
- Putting you in contact, when necessary, with the officials of Limerick City and County Council who are responsible for dealing with you.
- Referring you to other sources of help, if appropriate.
- Providing full, up-to-date information on the rules and practices of public schemes and programmes administered by Limerick City and County Council.
We will as far as possible, provide clean, accessible public offices that ensure privacy, and facilitate access for all our customers.
Help us to help you
We welcome and encourage you to provide us with your views on our standard of service delivery. Comment Cards will be provided for your use at all of our public offices and on our website here. You can also e-mail comments / suggestions to email@example.com or send your suggestion to the Customer Services Manager.
Complaints and Appeals Process
The Council operates a well-published, accessible, transparent and simple to use system for dealing with complaints and appeals about the quality of our service provided and the manner in which it was provided. Full details of how you can make a complaint are set out in the Customer Complaint Leaflet available in all our offices and on our website here.
The Customer's Role and Code of Conduct
In order to get the best possible service from us we would ask that you note the following:
- You should quote reference numbers where available when corresponding with the Council.
- You should ensure that application forms are submitted on time.
- You should check that all forms are fully, accurately and legibly completed and signed prior to submission. Please also ensure that all supporting documentation requested is submitted.
- You should inform us of changes of circumstances, which might affect the decision made by us.
Our aim is to give you a high quality of service in a safe and secure environment. To achieve this, you are requested to treat our staff in the way that you would like to be treated yourself. We will not accept:
- The use of offensive, threatening or inappropriate language towards staff and/or members of the public
- The use of violence or the threat of violence towards staff and/ or members of the public
- Behaviour which is disruptive or unreasonably persistent
- Malicious damage to and/or theft of Limerick City and County Council property
- The use of alcohol and illicit drugs while using Limerick City and County Council facilities
- Smoking and vaping, unless in designated areas
- Photography and filming, without permission
- Personal property being left unattended while using Limerick City and County Council facilities
- Children must be supervised at all times while using our facilities
Action may be taken to limit your contact with our offices depending on the nature of the behaviour. This may include:
- Advising that you contact us by letter only
- Advising that you only make contact with a named staff member
- Advising that you call by telephone only on certain days and times
- Limiting your access to the office
- Advising that you enter an agreement about your future conduct
- As a final option, terminating all contact with you if this behaviour shows no signs of stopping
In all cases, we will write to tell you why we believe your behaviour is unreasonable and what action we propose to take. If the behaviour is so extreme that it threatens the immediate safety and welfare of Council staff or others, we will consider other options. These could include, reporting the matter to An Garda Síochána or instigating legal action. In such cases, we may not give you prior warning of that action.