Customer Service Charter Publication

Local authorities publish charters outlining their commitment to provide high quality customer service, the responsibilities of customers when using services, and what you as a customer may do if you are unhappy with the standard of service provided to you.

Customers Visiting Our Offices

  • We will be happy to facilitate you should you wish to conduct your business in Irish.
  • We will be polite, courteous and fair in our dealings with you.
  • We will respond to your query promptly and if we are unable to help you we will try to redirect you to someone who can.
  • We will provide public offices that are clean, safe, economic and afford adequate privacy.

Customers Telephoning Our Offices

  • If we cannot deal with your query immediately we will call you back as quick as possible.
  • We will respond to your call promptly and will deal with your query in a polite and courteous manner.
  • We will be helpful and provide as much information as possible.

Customers Writing To Us

  • We will ensure that all replies contain a contact name, telephone number, fax number and e-mail address.
  • We will reply to your correspondence within 15 Days.
  • We will use technical and official terms only when absolutely necessary.

Our Application Forms and Information Leaflets

  • We will ensure that information provided is relevant up to date and easily understood.
  • We will seek from you only that information which is essential to a fair and prompt assessment of your application.
  • We will ensure that our information leaflets and application form are easy to understand and complete.

Service Requests

  • We will tell you when you can expect a response to your service request.
  • We will deal with all requests promptly.
  • We will deal with all requests in a fair and consistent manner.
  • We will explain the basis for decisions made.
  • We will advise you of your appeal rights.

Service Quality and Complaints

  • We will provide you with a good quality of service
  • We will encourage you to tell us about your experience of the Carlow Local Authorities and the service provided and will welcome your comments for service improvement and policy change.
  • We will tell you about our complaints system and process any complaints made promptly and impartially.
  • We will apologise for and seek to address any mistakes that we make.

Mission Statement
In accordance with the democratically expressed wishes of the Community we seek to protect and enhance the Environment and quality of life within County Carlow. De reir mianta an phobail nochtaithe go daonlathach, ba mhian linn an Comhshaoil agus na coinniollacha Beatha a chaomnu agus a fheabhsu i gContae Cheatharlach