Evaluating our Commitment to our Customers
You have a right to inform us if the standard of service you have received is not on a par with that set out in this Charter or if you believe that an action or decision that affects you is not in accordance with the rules, practice or policy of the Departmen. The rules and practices of the Department are available in what is called the Section 15 and 16 manuals which can be obtained from our website under www.dast.gov.ie/aboutus/whatwedo/freedominfo.html or on request from the Freedom of Information Unit of the Department. If it is not possible to resolve your concerns with the staff member or section with whom you have been dealing, you can contact the Customer Services Manager. All communications received will be acknowledged within 3 working days and responded to within 20 working days, dealt with in a fair and independent way, and unless you wish otherwise, treated in confidence (subject to our obligations under the Freedom of Information Acts). If your concerns are upheld and/or we have made a mistake, we will rectify it as quickly as possible and offer an explanation and apology. If you remain dissatisfied, we will inform you of your further right to bring the matter before the Ombudsman.