What to expect from us regarding service delivery
The below 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 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. We are committed to giving you a quality service by trying to resolve your query at the first point of contact where possible. This means that we will try and 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.
Dealing ‘properly’ with you means dealing with you:
- Correctly under the law, with rules governing your entitlements and with published quality standards established for the particular service
- Sensitively, by taking account of your age, and explaining often complicated rules. Also, by taking account of any disability you may have and your privacy and convenience
- 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
- Carefully, by communicating with other public bodies to make sure that your needs are not overlooked
- 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 as outlined further on
- Answer all telephone calls promptly and courteously
- Tell you who you are speaking to when we answer the phone
- 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, the customer will be advised that an alternative staff member will be dealing with their 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 our customers/citizens
If we cannot answer your letter, or email immediately, we will:
- Acknowledge your communication within 5 working days
- In most cases, give you an answer within 15 working days
- If we cannot do this, we will communicate to explain why and tell you when you will receive a full reply
- If your correspondence relates to a matter that comes within the remit of another public body, we will direct the correspondence to that body and inform you accordingly
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
- Having an internal review system so that unfavourable decisions can be looked at again by someone not involved in the first decision
- Telling you how you can appeal an unfavourable decision
- Co-operating fully in any appeal and the outcome of the appeal
Dealing ‘impartially’ with you means:
- We will ensure the rights to equal treatment established by equality legislation are adhered to and that people in similar circumstances are dealt with in a like manner
- We will make decisions based on what is relevant in the rules and law and ignoring what is irrelevant
We will as far as possible, provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards, 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 firstname.lastname@example.org or send your suggestion to the Customer Service Liaison Officer.
Furthermore, the Council will operate 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
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 or inappropriate language towards staff or members of the public
- The use of violence or the threat of violence towards staff or members of the public