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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,
Parkgate,
Infirmary Road,
Dublin 7. | Phone: 01-8042114
LoCall: 1890 251890, Extension 2114
Fax: 01-8042084
Email: customer@defence.irlgov.ie |
A list of Contact Points for all branches in the Department is available
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| Related Publications |
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| 6 August 2004 Contact List
A list of the branches and offices in the Department of Defence and the contact details for each location 5 May 2010 Customer Charter - English
In this Charter we set out customer service commitments against which we will measure customer satisfaction levels. 5 May 2010 Customer Charter - Gaeilge
The Irish Language version of Customer Service Charter 5 May 2010 Customer Service Plan 2004-2007
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 5 May 2010 Customer Service Plan 2004 - 2007 (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 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. 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. |
Contact Us
Department of Defence
Parkgate
Infirmary Road
Dublin 7
Tel 00 353 1 8042000
Fax 00 353 1 6710229
* loCall 1890 251890
emailinfo@defence.irlgov.ie
eolas@defence.irlgov.ie
* Note that the rates charged for the use of 1890 (LoCall) numbers may vary among different service providers |
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