Customer Service Charter

The National Council on Ageing and Older People is committed to dealing with its customers in a considerate, courteous, open and professional manner.  That commitment is set out below under a number of Principles of Quality Customer Service which have been formulated by the Council to ensure that it fulfils its mandate to provide the highest quality information and advice to all concerned with the well-being of older people in Ireland.  The principles enunciated in our Customer Service Charter are underpinned by our Customer Service Action Plan which is available on request from the Council or can be downloaded here (PDF | 992KB).

1. Information Provision

In providing information on issues relating to the welfare of ageing and older people in Ireland, the Council ensures that all information is prepared and disseminated in ways appropriate to anticipated audiences.  Accordingly, the Council strives to provide high quality, relevant and timely information to all its customers in a manner that is clear, straightforward, comprehensive and objective. 

2. Timeliness and Courtesy in Responding to Requests for Information

It is Council policy to respond efficiently and effectively to each and every customer with courtesy, sensitivity and the minimum of delay.  A customer seeking information is assured that: an enquiry by telephone will be responded to immediately or, in so far as possible, by close of business on the day that the enquiry is received; a written, general request for information made by letter, fax or e-mail will be responded to within five working days.

3. Equality and Diversity

The Council espouses the attainment of an age friendly society in Ireland in the broader context of a society in which diversity is recognised, in which the values and beliefs of every individual are protected and in which the interdependence of generations and of individuals is emphasised.  Accordingly, the Council respects the diversity of people who are its customers and takes due care to ensure that staff adopt a sensitive and non-discriminatory approach in dealing with each and every customer. 

The rights to equal treatment established by equality legislation are guaranteed to each and every customer.  Equality legislation protects against discrimination based on gender, ethnicity, membership of the travelling community, sexual orientation, marital status, family status, religion, ability/disability and age.

4. Access

The Council strives towards ensuring that information is provided and events are organised in a manner that ensures accessibility for its all its customers.  The Council will continue to ensure that conference facilities and other external meeting venues etc. are carefully selected to take account of persons with disabilities and those with other specific needs, with particular attention to the needs of older people.  As appropriate, sign language, speed-text and an audio-loop system will be made available. 

5. Consultation

The Council continually strives to enhance the planning and operation of Council events. The Council will seek feedback from participants at Council seminars, conferences and other events by means of comment forms and other media, as appropriate.

6. Official Languages

The Council seeks to provide services to its customers through both Irish and English. The Council will publish annual reports, strategic plans and other materials, as appropriate, in both languages.

7. Complaints and Appeals

The Council is committed to dealing quickly and efficiently with any complaints about the quality of services provided to its customers.  In that context, an accessible, transparent and simple-to-use system for dealing with customer comments and complaints about the quality of service provided is available to all customers.  This is set out in the Customer Service Action Plan.  

In articulating the needs of older people and making evidence-based recommendations on what actions should be taken to remedy problems encountered by them, the Council, through its research, engages in a high level of consultation with older people.  In doing so, the Council seeks to ensure that those conducting research on its behalf adhere to the highest standards in their interactions with participants in Council research studies.  However, should there by any lapse in this regard, the Council should be informed immediately.  Any complaint will be accorded the highest priority and will receive immediate attention.