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Waterford City Enterprise Board is committed to
providing a high quality service to its customers, other individuals
and organisations which enquire about the Board's services. The
standard of service which one can expect is set out in our Customer
Charter.
The staff of the Board work hard to maintain and
improve the requisite standard of service and to keep complaints
to a minimum. However, the Board recognises that mistakes may be
made from time to time and customers may feel that the service received
may have been unsatisfactory.
Should a customer be unsatisfied with the service
received, then the customer should inform the Board immediately
and complaints will be dealt with in confidence.
The Board has put in place a Customer Complaints
Procedure which aims to ensure that complaints received will be
dealt with in a consistent, fair and transparent manner.
Customer Complaint Procedure:
- Depending on the nature of the complaint, it
may be necessary for the complainant to supply written details
of the complaint to the Board.
- An acknowledgement letter confirming receipt
of the complaint will be issued within five working days of it's
receipt.
- The Board will examine and assess each complaint
and send a reply within two weeks of receipt of the complaint.
In cases where it is not possible to meet this target, an interim
report will be issued which will set out the reasons for the delay
in issuing a detailed response.
- Should a customer remain dissatisfied with the
detailed response, the complainant may request the Chief Executive
Officer in writing, to raise the matter with the Chairperson and
the members of the Board at the next ordinary meeting of the Board.
- The Board's decision on the complaint will be
conveyed to the complainant in writing within seven working days
of the Board meeting in question.
Standards for dealing with Complaints:
- Your complaint will be treated fairly and impartially
and, as far as possible, in confidence.
- The act of making a complaint will have no adverse
implications in relation to your future dealings with the Board.
- Where an error has been made, an apology and
explanation will be offered and every effort made to rectify the
matter.
- Where a complaint highlights the processes
or procedures of Waterford City Enterprise Board being deficient,
every effort will be made to rectify the situation as quickly
as possible.
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