This charter sets out the level of service you can expect when dealing with the department. The Customer Action Plan sets this out in more detail.
Customer commitments
Level of service to expect when contacting or visiting the department. We will:
- treat you equally and fairly, according to your needs, with courtesy and respect
- protect your information
- provide clear and up to date information on all our services
- respond to your queries in a timely manner
- ensure our services are fully accessible
- ensure that customers who wish to conduct their business through Irish can do so
- provide clear information on our Complaints Procedures
What to expect when you contact us
By letter or email
- We will acknowledge your letter or email within 5 working days and respond within 15 working days.
- If you write to us in Irish, we will respond in Irish.
By phone
- We will answer your call promptly.
- Our staff will identify themselves by name and the name of the business unit in which they work.
- We will deal with your query immediately, and if we cannot, we will call you back or if possible, request you to email your query.
- If your call needs to be transferred to another area, we will tell you the name of that area.
Our website
- We will ensure that material on our website enterprise.gov.ie is up to date and accessible.
- We will use clear, simple language in all our communications, insofar as is possible.
- We will make information available in formats that meet your needs.
Visiting the department
- We will ensure our public offices are fully accessible for all customers and comply with health and safety standards.
- We will ensure that all visitors with appointments are seen promptly.
- All visitors will be treated respectfully and with courtesy.
How to contact us
How we deal with you
- We will make every effort to ensure that customers with specific needs are catered for in all our service delivery.
- We will ensure that customers who wish to conduct their business through Irish can do so.
- We will write in clear language and if we use technical terms, they will be explained.
Help us to help you
To make our service better we will ask that you:
- have relevant information ready
- give full and accurate information
- treat our staff with courtesy and respect
How to submit a comment, compliment or complaint
We value your opinion and welcome feedback on any aspect of our service.
If you wish to submit a compliment or comment or make a complaint about the quality of customer service provided:
- submit a comment or make a complaint
- call us on (01) 631 2121 or 0818 302 121 and ask for the Quality Customer Service Officer
- write to Customer Service Unit, Department of Enterprise, Trade and Employment, 23 Kildare Street, Dublin 2
We will deal with your complaint properly, fairly and impartially. We will acknowledge your complaint within 5 working days and respond within 15 working days. Where this is not possible, we will advise when a full response will be issued.
Monitoring and evaluation
Our customer service performance is monitored and measured against the 12 Principles of Quality Customer Service (QCS), our commitments as set out in our Customer Action Plan and the number of complaints we receive.