Providing Good Quality Customer Service
Customer Service is of the utmost importance to us. Your success is our goal! We are fully committed to delivering the highest quality of customer service that we can to our clients.
We will be polite, friendly and fair in our dealings with you. No matter how you contact us, we will deal with your query promptly, efficiently and to the best of our ability.
To ensure that we are always on hand to answer your queries you can contact us through the following means:
Our website is the main source of information on our company products, services and activities. It is updated in accessible and plain English format.
If you contact us by email, we aim to acknowledge your email within one working day. We will give you the contact details for the person and/or specific sections if appropriate.
We aim to give you a full reply within 10 working days. If we cannot do this, we will email you to explain why and tell you when you can expect a full reply.
We aim to reply to you in clear and simple language and if we must use technical terms, we will explain them.
We also aim to make sure all our email replies include a
- contact name;
- email address; and
- contact number.
Switchboard phone number: +353 47-85177
Finance Department: +353 47-85691
Quality Department: +353 47-85693
Purchasing Department: +353 47-85690
Credit Control Department: +353 47-85695
If you contact us by phone, we aim to:
answer all calls within 20 seconds;
give you our name when we answer your call; and
help you as much as we can and give you all the relevant information we have.
We also aim to try to answer your query immediately. If we cannot answer your query immediately, we aim to take your details and tell you when you can expect to hear from us again.
Write to us
If you write to us, we aim to give a full reply within 10 working days (from the day we receive your letter). If we cannot do this, we will write to explain the reason why and tell you when you can expect a full reply.
We will write to you in clear and simple language and if we must use technical terms, we will explain them.
We will also make sure all our written replies include a:
email address; and
Contact address for dept.
Receive our Newsletter
If you subscribe to our monthly newsletter we promise never to spam you. We will only ever provide you with content that we believe may be relevant to you. We will never pass your details along to another third-party. We will only send you an email newsletter every month after first receiving your explicit consent. You will have the option to OPT-OUT of receiving our email newsletters free of charge each time you receive one.
Social Media Pages
You can interact with us on our social media platforms.
We offer easy access to our services
We are committed to providing easy access to our products and services by:
Making sure that we use simple, clear language;
Offering a range of different ways to contact us; and
Supplying you with full, up-to-date and accurate information in the format you request, wherever possible.
If you visit us
If you visit us in person, we promise to:
respect your privacy;
be polite and fair in our dealings with you;
keep our office and surrounding site safe and clean and make sure they meet health and safety standards;
make sure our offices are accessible for customers, including customers with disabilities;
arrange meetings for a reasonable time that suits you: and
meet you on time.
How we work with our suppliers & Clients
operate clear, impartial and transparent tendering and purchasing procedures in line with the European Single Procurement Documents – these are guidelines that set out steps we must follow when buying goods and services;
continue our commitment to the buying (‘procurement’) of accessible goods and services under the Disability Act 2005; and
make sure that payments to suppliers are made in line with relevant Prompt Payment legislation and regulations. The Prompt Payment legislation aims to ensure that all public bodies pay their suppliers on time.
How we will handle Complaints or Quality Issues
Although we make every effort to provide our clients with the best quality service, complaints may arise from time to time. We wish to be seen as customer-friendly and to be viewed by all as efficient and fair in all of our dealings with our clients. We give a commitment that your complaint will not affect how we might treat you in any future dealings with us.
Visit our Complaints page for further information.
Help us to help you
You are our customer and it is our responsibility to provide you with the best customer service we can. You can help us to do this by:
making comments, complaints or suggestions about the service you receive;
completing and returning any customer survey questionnaire that we send you;
giving us all the information we need to help you; and
treating our staff the way you would like to be treated yourself.
In addition to your feedback, we plan to carry out customer surveys every year. We will publish the statistical findings of these surveys on our website.
Tell us how we are doing
We welcome your comments, suggestions and views on any aspect of our service. We believe this will help us to serve you better. You can help us provide the best possible service to you, by telling us how well you think we are performing compared to your expectations.
It is important for us to know what is and is not working well from a customer service perspective. If you tell us when you have received excellent customer service, it will help us to recognise the efforts of our staff and identify best practices that can be used across our organisation. If you tell us when you have received poor customer service, it will help us to recognise an area that we may need to improve on.
Customer Service Survey Summary Results