Customer Charter

• Other relevant links
• Customer Service Contact Details
• Customer Service Forms & Downloads
• Customer Charter
• Complaints and Appeals Procedure
• Accessibility
• Accessibility in County Hall
• Web Accessibility Statement
• Stéibh 2016

QUALITY SERVICE STANDARDS: We will publish a statement that outlines the quality of service you can expect from us. If we can’t meet our quality service standards, we’ll tell you and explain the reasons.

EQUALITY AND DIVERSITY: We will treat all our customers equally and with dignity. We aim to make our services accessible to everyone.

PHYSICAL ACCESS: We will provide clean, accessible public offices that meet all health and safety standards. This includes making sure that our offices are accessible for people with disabilities and others with special needs.

INFORMATION: We will provide clear, accurate and up-to-date information about our services at all our office locations and on our website. Also, we will continually work to make our forms easy to understand.

CORRESPONDENCE: If we need to write to you, we will make sure to give you a contact name in all correspondence.

TIMELINESS AND COURTESY: We will deliver our services with courtesy, sensitivity and, if possible, without delay. If there is a delay, we will do our best to keep it to a minimum. Also, we ask our customers to treat staff and other members of the public with courtesy and respect.

COMPLAINTS: We accept there could be times when a service might not operate as well as we would like it to. Therefore, if you have a complaint about a service or about accessibility, we will provide a transparent and simple-to-use complaints procedure to deal with your issue. We will provide details of this procedure at all service points and on our website www.galway.ie

CONSULTATION AND EVALUATION: We value your opinion and feedback – it helps us to make improvements to our services. We will do our best to make it as easy as possible for you to be included in consultations and discussions about services.

CHOICE:  If possible, we’ll give you a choice of how you can access a service. We will use technology to provide online access to services where we can. Also, if it’s possible, we will offer you a choice of ways to pay for services.

OFFICIAL LANGUAGES EQUALITY:  We will provide our services to customers through Irish or English in accordance with our language policy – Scéim Teanga.

WORKING WITH OTHERS – PARTNERSHIPS:  We will work closely with other public service organisations to make sure that you get a better public service.

INTERNAL CUSTOMERS:  We recognise our staff as internal customers and we value their opinion and feedback. We will use our Customer Services Officers Group and other communication channels to include staff in discussions about services.

CUSTOMER CODE OF CONDUCT
WHAT WE EXPECT FROM CUSTOMERS
• We expect you to treat our staff and other customers with courtesy and respect.
• We ask you to respect our offices, branch libraries and other amenity facilities.
• We expect you to take home your litter from scenic areas and respect the rules at playgrounds and parks.
• We advise you to mind your personal property – please do not leave personal property unattended while using our facilities.
• We expect you not to make repeated complaints or submit queries which are deliberately time consuming

WHAT WE WILL NOT ACCEPT FROM OUR CUSTOMERS
Galway County Council will not accept any form of intimidating behaviour, including harassment, sexual harassment and bullying. We will not tolerate such behaviour and we will take any necessary action to prevent it, including referral to An Garda Síochána.
Our staff may end a phone call or a meeting, withdraw a service immediately, suspend it temporarily or ask that you leave our facilities if you do any of the following;
• maliciously damage or steal property or use alcohol or illicit drugs while using our facilities;
• harass a staff member or another member of the public by using abusive, racist, obscene or threatening language;
• use violence or threaten to use violence toward staff or members of the public;
• smoke where it is not permitted; or
• disrupt others or interfere with their enjoyment of an amenity or access to a service.
Customers who refuse to leave our facilities when requested may be referred to An Garda Síochána.
Customers who have services withdrawn for a defined period or temporarily suspended may appeal this decision and the entitlement to a service will remain suspended pending the outcome of the appeal. Our Complaints and Appeals procedure is available at any Public Counter, Library or visit www.galway.ie

Customer Charter & Code of Conduct