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Customer Charter - Compaints & Appeals Procedure

If you are not satisfied with the service we provide, or a decision that we have made, you should let us know and we will deal with the matter promptly, impartially and in confidence. The following sets out the Department’s code of practice:

What issues are covered?
This procedure concerns complaints or appeals relating to delays, mistakes, instances where you did not receive the level of service you feel you are entitled to and decisions with which you are dissatisfied.

What issues are not covered?
This code does not apply to the following:

• Matters which are the subject of the Defence Forces Redress of Wrongs procedure;

• Matters which are the subject of litigation;

• Matters involving Freedom of Information requests;

• Matters referred to the Ombudsman, the Pensions Ombudsman or the Information Commissioner;

• Certain matters relating to national security.

How to make a complaint or an appeal

• In the first instance, the matter should be brought to the attention of our staff in the Branch concerned, either orally or in writing. The staff there will try to resolve the matter without delay.

• If the matter cannot be resolved by our staff, or you are unhappy with the response to it, you can ask for the matter to be reconsidered by a higher level officer within that Branch.

• In the event that you are still unhappy with the response, you may seek an independent review by contacting the Customer Service Officers at the address below:


Customer Service Officers,
Planning & Organisation Branch,
Station Road,
Newbridge,
Co. Kildare.		Phone: 045-492114
LoCall: 1890 251890, Extension 2114
Fax: 045-492430
Email: customer@defence.ie


A list of Contact Points for all branches in the Department is available


Related Links
eMail Customer Service
Contact List
Related Publications
5 May 2010
Customer Charter - English

In this Charter we set out customer service commitments against which we will measure customer satisfaction levels.
>> View Publication
5 May 2010
Customer Charter - Gaeilge

The Irish Language version of Customer Service Charter
>> View Publication
5 May 2010
Customer Service Action Plan 2010-2012

The Customer Service Action Plan sets out the principles and standards of customer service which the public are entitled to expect from the Department of Defence
>> View Publication
5 May 2010
Customer Service Action Plan 2010 - 2012 (Irish Version)

The Irish version of the Customer Service Action Plan sets out the principles and standards of customer service which the public are entitled to expect from the Department of Defence
>> View Publication
28 October 2010
Defence Scheme 2010-2013 under Section 15 of the Official Languages Act, 2003

This Scheme was prepared by the Department of Defence pursuant to section 11 of the Official Languages Act, 2003.
>> View Publication
12 March 2008
Department of Defence Official Languages Scheme 2007-2010

This Scheme was prepared by the Department of Defence pursuant to section 11 of the Official Languages Act, 2003.
>> View Publication
12 March 2008
Department of Defence Official Languages Scheme 2007-2010 (Irish Version)

This Scheme was prepared by the Department of Defence pursuant to section 11 of the Official Languages Act, 2003.
>> View Publication
10 November 2010
Department of Defence Official Languages Scheme 2010-2013 (Irish Version)

This Scheme was prepared by the Department of Defence pursuant to section 11 of the Official Languages Act, 2003.
>> View Publication
Contact Us

Department of Defence
Station Road
Newbridge
Co. Kildare

Tel 00 353 45 492000
Fax 00 353 45 492017
* loCall 1890 251890
** Or call 0761 001 607

info@defence.ie

eolas@defence.ie

* Note that the rates charged for the use of 1890 (LoCall) numbers may vary among different service providers
** 0761 numbers are charged as a national number from landlines and mobiles and are often included in bundle deals offered by phone operators