Customer Service

One of the primary aims of the ongoing Public Service Modernisation Programme is the provision of a high quality service to customers and clients of the Public Service. As part of this process, the Government produced a set of Quality Customer Service (QCS) Principles that established the levels of service Departments and Offices are expected to provide in their dealings with Customers.

In December 2002, the Taoiseach, Mr Bertie Ahern, T.D. launched the “Customer Charter Initiative”.  A Customer Charter is a short statement describing the level of service a customer can expect from a Government Department or Office.  Under the initiative, Government Departments and Offices were required to produce a Customer Charter and to include in their Annual Reports an account of their performance against the service standards set out in the Charter.  The Department’s Customer Charter, which was prepared under this initiative and published in 2004, sets out the standards of service we aim to provide.  

The DFA Customer Charter is available to view here (PDF 35kb) , and is also publicised through leaflets at our various public offices.

The general principles which the Department applies are that all services should be provided in a courteous, timely and informative fashion. Persons who are not satisfied and who wish to make written complaints may do so by contacting the Customer Service Officer, Department of Foreign Affairs, 80 St. Stephen's Green, Dublin 2, who will promptly investigate the matter and reply to the person concerned.

The Customer Action Plan sets out how the Customer Charter commitments will be delivered.  It also provides details of the services we provide and of the standards of service our customers can expect to receive from us.

The DFA Customer Service Action Plan is available to view here. (PDF 226kb) 

Customers that are not satisfied with the outcome of the Department's complaints and appeal procedure have the option of referring the matter to the Ombudsman. Contact details for the Ombudsman are:

Office of the Ombudsman
18 Lower Leeson Street,
Dublin 2

Telephone: 01-6395600
LoCall: 1890 223030


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