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Customer charter

Clare County Council is committed to providing an efficient and courteous customer service whether by telephone, in person or through written correspondence.

Contact by telephone

  • We will answer your call promptly
  • We will transfer you to the correct person/section as efficiently as possible
  • If we cannot answer your queries immediately, we will take your details and call you back, indicating when you can expect to hear from us. We will always give you a contact name or telephone number
  • "Voicemail" facilities are available on all telephone extensions so you can leave a message, in the event that your call cannot be answered.
  • We undertake to respond quickly to voicemail messages - within 48 hours at the latest

Callers to our offices

  • Customer Services and our reception staff will be available to help you
  • We will deal with you in a polite, courteous and fair manner
  • We will aim to deal with your enquiry and provide relevant information as efficiently as possible
  • Customer Services can be a first point of contact for all queries, suggestions, observations, complaints
  • We will continue to improve accessibility for all our customers
  • Our offices in Ennis are open from 9:00 a.m. to 5:00 p.m. and during lunchtime
  • It is advisable to make an appointment if you wish to meet a particular staff member

Written communications

  • Má scríobhann tú chugainn as Gaeilge, freagroimid i nGaeilge.
  • We aim to acknowledge all written correspondence – emails and letters within 5 working days (except where legislation states otherwise) and provide a definitive reply within 21 working days at the latest. If there is going to be a delay, we will send you an interim reply explaining the position
  • We will use clear and simple language and only use technical terms when absolutely necessary
  • We will include a contact name, direct telephone number, email address and reference (where appropriate) on all correspondence that we issue

Services in Irish

Customers wishing to conduct their business through Irish will be welcomed, with priority given to motor tax, the library service and website content as detailed in Scéim na Gaeilge don Údarás Áitiúil, 2006 - 2009

Equal status

We are fully committed to providing a service which ensures equality for all. In our dealings with customers we will ensure the rights to equal treatment, established by equality legislation, are upheld. Clare County Council does not discriminate on the grounds of age, disability, gender, family status, marital status, race, religious belief, sexual orientation, or membership of the traveller community. 

Help us to help you.

You can help us by:

  • Quoting reference numbers when writing to us about an existing application or query
  • Providing a daytime telephone number or email address in your correspondence if available
  • Treating our staff in the way that you would like to be treated yourself

Feedback

Clare County Council is committed to consulting with its customers and to evaluating its services.You can help us by:

  • Providing comments, complaints or suggestions regarding the service you receive
  • Completing and returning any customer survey forms that we may send you

Complaints and appeals procedures

Our aim is to ensure that you are dealt with in a fair, open, professional and efficient manner. However, if you feel that;

  • You have been unfairly treated by Clare County Council
  • You have not been dealt with in a customer friendly manner
  • That a decision made with regard to you is wrong or did not take into consideration all the facts
  • That a request for a service / information has been ignored then you have the right to make a complaint

A complaint must be made in writing, to the:

Customer Care Co-ordinator, 
Corporate Services Section, 
Clare County Council, 
Áras Contae an Chláir, 
New Road, 
Ennis.

or alternatively the following form can be used:

Your complaint will be acknowledged within 5 working days. We will endeavour to provide a full response within 21 days. Some complaints may take longer to resolve. If we cannot respond fully within 21 days, we will keep you informed and updated on the progress of our investigation.

If you are not satisfied with the outcome, you may appeal the decision to the:

Senior Executive Officer, 
Corporate Services Section, 
Áras Contae an Chláir, 
New Road, 
Ennis.
Telephone: (065)  6821616

If you are still not happy with the outcome, you may contact:

The Office of the Ombudsman, 
18 Lower Leeson Street, 
Dublin 2.
Telephone: (01) 6785222
Email: ombudsman@ombudsman.irlgov.ie

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Content Last Updated/Reviewed: 21/11/14