Customer Charter

◊ Introduction
◊ What We Will Do for You
◊ Useful Contact Numbers

Customer Charter

"Our Service for You"

Introduction

The Department is committed to delivering a high quality customer service. An Taoiseach set down a requirement by Government in December 2002, that all Departments should publish a Customer Charter.

Before preparing this Charter we asked our customers and staff for their views on our existing service. The following key areas were identified as most important from the feedback we received from that consultation process:

Access to our Services
Provision of Information
Your Claim
Comments & Complaints

We have included other commitments which will further assist in the provision of the best quality service possible.

Our commitments (outlined is this leaflet) "What We will do for You", is our response to your views and suggestions. We will be focussing on the aspects of our service that mean most to you for the duration of this Charter.

We can all help to make our experiences as pleasant as possible in our dealings with one another, by working together to show respect, consideration and patience.

We have also included in this leaflet a number of ways in which you can help.

What We Will do For You

Access to our Services

We are committed to:

Making our offices accessible for all including people with disabilities (80% of our offices are accessible for people with disabilities at present)
Extending our opening hours in many of our Local Offices (check the opening hours displayed at your own Local Office)
Respecting your privacy needs if calling to our offices
Improving our services for visually impaired customers (LoCall 1890 500 000 ext 8442 or 8459 (from within the Republic of Ireland only) for this service)
Improving our telephone answering service by aiming towards a target of answering all telephone calls within 30 seconds
Phoning you back if you ask us to.

Help Us to Help You

Have your Personal Public Service Number ( PPS Number) and other reference numbers ready when contacting the Department
Bring two forms of ID (such as current passport or your birth certificate (except old short version) and a driving licence or Child Benefit Book/Bank Card/Rent Book)
Bring your Social Services Card if you have one.

Your Claim

We are committed to:

Letting you know how soon you may expect a decision on your claim
Advising you how to get financial or other help in the meantime, if necessary
Letting you know the different payment options available
Informing you of the reasons for the decision on your claim
Informing you of your right to appeal that decision and how to make an appeal
Letting you know that you also have access to the Ombudsman's Office.

Help Us to Help You

Fill in all forms fully, sign them and send or hand in all the documents needed with your claim
Be on time for appointments or let us know if you will be late
Let us know if there is any change in your circumstances (for example getting married; changing address; taking up employment)
Make yourself aware of the rules and regulations governing the receipt of your payment and comply with them.

Provision of Information

We are committed to:

Providing you with full, clear and correct information on our schemes and services when required. You can download forms from the website at www.welfare.ie by clicking this link
Ensuring our forms and leaflets are simple and easy to understand
Providing help with filling in forms at your local Social Welfare Office or your local Citizen's Information Centre (contact LoCall 1890 777 121 (from within the Republic of Ireland only))
Supporting employers in the operation of the PRSI contribution system.

e-Government Services

We are committed to:

Using modern technology to significantly improve the service we give
Providing an improved range of services through our website
Continuing to support reach (an agency set up by the Government to develop electronic ways of linking people and the public service).

Treating You Fairly

We are committed to:

Serving all our customers in an equal, fair and courteous manner
Applying the law consistently and fairly in relation to your entitlements and obligations.

Comments and Complaints

We are committed to:

Promoting and developing our existing Comment and Complaint System (in operation since May 2002)
Answering any complaint within 15 working days
Guaranteeing that your complaint will not affect how we treat you in the future.

Help Us to Help You

Let us know if:

You are not happy with our service or You have any ideas on how we can improve our service.

You can get a Comment and Complaint Leaflet from any of our local or public offices or from our website www.welfare.ie

You may also make a complaint directly by phoning any of our offices with the details.

Security and Confidentiality

We are committed to:

Keeping your personal information safe
Using that information only for social welfare purposes and as permitted by law.

Service Through Irish

We are committed to:

Providing quality services through Irish and English if required.

Customer Feedback

Our aim is to give you the best service possible in your dealings with us. We welcome your views on how we can continue to improve our service into the future. Our contact details are at the end of the leaflet.

Useful Contact Numbers
Social Welfare LoCall Numbers
Child and Treatment Benefit	1890 400 400 (from within the Republic of Ireland only)
Information Services: Form and Leaflet Request Line (24 hours, 7 days a week)	1890 202 325 (from within the Republic of Ireland only)
Maternity Benefit	1890 690 690 (from within the Republic of Ireland only)
Pension Services Office	1890 500 000 (from within the Republic of Ireland only)
Social Welfare Appeals Office	1890 747 434 (from within the Republic of Ireland only)
Citizen's Information Phone Service	1890 777 121 (from within the Republic of Ireland only)
Department Sections
Carer's Allowance	(01) 7043000
Disability Allowance	(01) 7043948
Illness Benefit	(01) 7043300
Free Schemes	1890 928 400 (from within the Republic of Ireland Only) (01) 7043371
Invalidity Pension	(01) 7043314
Occupational Injury Benefit	(01) 6732044

For unemployment payments - see the 'State Directory' in your telephone book for the contact details of your local social welfare office or
online at Local_Offices.

For further information on the Customer Charter contact:
Customer Services
Department of Social & Family Affairs
Social Welfare Services
College Road
Sligo.
Telephone Numbers: (071) 9193230 / (071) 9193229

Customer Charter