Introduction
Skillnet Ireland is a business support agency of the Government of Ireland. We are committed to providing high-quality, fair, and accessible customer service. Our goal is to strengthen businesses in Ireland by helping employers to develop training and skills in their enterprises.
This charter outlines what you can expect from us and how you can:
- Give feedback,
- Ask a question about our services,
- Make a complaint,
- Appeal a decision, or
- Request an Internal Review
12 Principles of Quality Customer Service
We are guided by the 12 Principles of Quality Customer Service. We make sure our services comply with Irish and EU law. This includes the:
- Human Rights and Equality Acts (specifically section 42 of the IHREC Act, 2014)
- Disability Act 2005, GDPR
- Web Accessibility Directive.
We define ‘customer’ as anyone interacting with us. This includes:
- Individuals
- Business representatives
- Trainees
- Training networks
- Public bodies
- EU partners.
Our Customer Service Standards
We aim to have high standards whenever we come in contact with our customers. Here are some of the ways we deliver on our service commitments.
Courteous and fair treatment
We will:
- Treat you with respect
- Protect your privacy, and
- Be fair in all our dealings.
Our staff are trained to listen and to help in a friendly and professional manner.
We will be on time
If you have an appointment with us, we will meet you on time.
Phone calls
We try to answer phone calls as quickly as possible. If we miss your call or you leave a voicemail, we will call you back as soon as we can.
Timely replies
We aim to respond to all written correspondence (emails or letters) within 10 working days. If we cannot give a full answer within that time, we will let you know why and tell you when you can expect a complete response.
If there is any delay with your query, we will keep you informed about the progress.
Helpful communication
If we cannot answer your question immediately, we will take your details and find the person best suited to help you. We will get back to you as soon as possible with the information you need.
We include contact names or direct line numbers, so it is easy for you to follow up.
Accessible offices and services
Please let us know in advance if you need specific accessibility tools or assistance.
If visiting our office, we will welcome you with courtesy and ensure you feel comfortable raising any accessibility or other challenges you might face when using our facilities.
Easy-to-understand information
We make sure the information we provide is accurate, up to date, and easy to understand. We use plain language and avoid unnecessary technical language.
Alternative formats
If you need information in a different format, we will do our best to provide it.
Online accessibility
We make sure that all material on our website follows web accessibility guidelines. Our website and online forms are designed to be usable by everyone. This includes people who use assistive technologies or have limited internet skills.
Continuous improvement
We regularly review our customer service standards and welcome feedback. We use your suggestions to update how we work and improve our service. Our staff receive ongoing training so they can meet these standards and provide you with the best service possible.
How to Ask a Question
If you need to find out more about Skillnet Ireland, or have a specific question, you can a reach out to us in any of the following ways:
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Phone |
+ 353 01 207 9630 |
|---|---|
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|
customerservice@skillnetireland.ie |
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Post |
Skillnet Ireland Customer Service |
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Online |
[ADD FORM LINK] |
Please include as much detail as possible about your question. We will try to give you an answer straight away.
Here is how it works in more detail.
Step 1: Acknowledgment
When we receive your question, we will check if we can give you an answer straight away. If we can’t, we will log it in our system which will send you an automated acknowledgement. This acknowledgment lets you know we have your question and are starting the review process. If we need more information, we will follow up in person within 10 working days.
Step 2: Review
We may assign your question to an appropriate staff member for review. This will be someone who will understand what your question is about. They will gather any needed information and try to find an answer.
Step 3: Response
We aim to send you a full, written, response within 20 working days from when we got your question. In many cases, you may receive a response sooner. If the issue is complicated and we need more time, we will:
- Tell you about the delay,
- Explain the reason for the delay, and
- Tell you when you can expect our response.
While you are waiting, we will keep you updated.
Our response will aim to fully answer your question. If we are unable to answer your question, we will explain why and tell you if there is another organisation who may be able to help you. In every case, we will make sure our explanation is clear and in plain language.
How to Make a Complaint
If you are unhappy with any aspect of our service, please tell us - we want to put it right. We view complaints and appeal as opportunities to improve. You can a reach out to us in any of the following ways:
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Phone |
+ 353 01 207 9630 |
|---|---|
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|
complaints@skillnetireland.ie |
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Post |
Skillnet Ireland Complaints |
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Online |
[ADD FORM LINK] |
Please include as much detail as possible about your complaint. We will handle your complaint promptly and fairly. Here is how it works in more detail.
Step 1: Acknowledgment
When we receive your complaint, we log it in our system which will send you an automated acknowledgement. This acknowledgment lets you know we have your complaint and are starting the review process. If we need more information, we will follow up in person within 10 working days.
Step 2: Investigation
We will assign your complaint to an appropriate staff member for investigation. This will be someone who was not involved in the issue you are complaining about. They will:
- Examine what happened,
- Gather any needed information, and
- Review all the facts.
Step 3: Response
We aim to send you a full, written response within 20 working days from when we got your complaint. In many cases, you may receive a response sooner.
If the issue is complicated and we need more time, we will:
- Tell you about the delay,
- Explain the reason for the delay, and
- Tell you when you can expect our response.
While you are waiting, we will keep you updated about the progress of our investigation.
Step 4: Resolution
Our response will tell you the outcome of your complaint. If we found that we made a mistake or did not meet our standards, we will explain what went wrong and how we are fixing it. We will apologise for the inconvenience.
We will also tell you what we have done or will do to prevent the issue from happening again. If we believe our original actions were appropriate, we will explain why. In every case, we will make sure our explanation is clear and in plain language.
How to Appeal a Decision
Sometimes, a ‘complaint’ might be about a formal decision we made – for example, if you applied for something and you are not happy with the outcome. If your issue is about a decision we made, you can request a formal review of that decision. This process is called an appeal.
Our appeals process is designed to make sure that decisions about funding or contracts are fair, transparent, and can be reviewed if necessary.
What can be appealed
A decision where we approved or refused funding (grants)
For example, you could appeal if you applied for funding through a Skillnet Ireland program and:
- We turned down your proposal, or
- You did not receive the amount you expected.
A decision on awarding a contract to supply goods or services
For instance, you could appeal if you took part in a procurement or tender process with us and we did not select you.
These are the types of decisions that typically go through an appeal, rather than a general service complaint. We treat these appeals seriously to ensure our processes were correct.
Grounds for appeal
We will consider an appeal if you provide valid reasons why you believe the decision was wrong or improperly made. Some examples of reasons you can appeal could be you believe:
- we did not follow the proper procedure when making the decision,
- the decision was unreasonable based on the information provided,
- important evidence or information was overlooked or not given enough weight, or
- there may have been a misunderstanding of the facts or information you gave us.
You do not need to use legal language – just clearly explain why you think the outcome was unfair or incorrect. We will review whatever reasons you submit and decide if they are reasons that warrant a full appeal review.
How to send us an appeal
You can appeal a decision in any of the following ways:
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Phone |
+ 353 01 207 9630 |
|---|---|
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|
complaints@skillnetireland.ie |
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Post |
Skillnet Ireland Appeals |
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Online |
[ADD FORM LINK] |
Please let us know within 10 working days of receiving our response that you are not happy, and you want us to review our decision. If you need more time due to circumstances, please let us know. We will accommodate you where possible.
In your letter or email, or in the online form, please include:
- your name and contact details (and if relevant the name of your company or organisation),
- details of the original decision (for example, reference numbers, dates, or any correspondence about the decision),
- the reasons you are unhappy with the decision (your reasons for appeal), and
- any evidence or documents that support your case (if you have them).
If you make your appeal by phone, we will ask you for this information.
Step 1: Acknowledgement
When we receive your appeal, we will check that it falls under the types of decisions that can be appealed. We will send you an acknowledgment within 10 working days. This will confirm if your appeal is valid and whether we will review it.
If, for some reason, we cannot accept the appeal, we will tell you so. You do not need to do anything else at this stage except wait for our review.
Step 2: Independent review
An official in Skillnet Ireland will handle your appeal. This will be someone who was not involved in the original decision. This person will review:
- the original application or proposal,
- how the decision was made, and
- additional arguments or evidence you provided in your appeal.
They will make sure that the original process was followed correctly and fairly and consider whether the outcome should be changed.
Step 3: Outcome
After a full review, we will send you a written outcome telling you the outcome of an appeal. You should usually receive a decision on your appeal within 20 working days. If we need more time, we will let you know and keep you updated on the progress. If more than two weeks have passed since you got the decision, please explain the delay.
In some cases, if you have a good reason for the delay, we may allow a late appeal. (Reasons can include illness or not being aware of the option to appeal.) We decide this on a case-by-case basis.
Appeal not upheld (original decision stands)
This means after reviewing everything, we found that the original decision we made was correct. We will explain that we are confirming the original decision and why.
Appeal upheld (decision overturned or changed)
This means we agree with your appeal. We might reverse the original decision entirely. For example, we may:
- approve something that we initially refused, or
- change the details of the decision – for example, change some terms or amounts.
We will explain what change is being made and why.
Partial outcome
In some cases, partial outcomes can happen. For example, if you had multiple issues, we might uphold one part of your appeal but not another. We will clearly outline the result on each part.
No matter the result, we will make sure our explanation is clear and addresses the points you raised. If we were at fault in the process, we will apologise for any inconvenience caused.
How to Request an Internal Review
If you are unhappy with the outcome of your complaint or appeal, you have the right to request an internal review. This is sometimes called a complaint review. You can request an internal review in any of the following ways:
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Phone |
+ 353 01 207 9630 |
|---|---|
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complaints@skillnetireland.ie |
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Post |
Skillnet Ireland Internal Review 5th Floor, Q House, Furze Road, Sandyford, Dublin 18, D18 E268 |
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Online |
[ADD FORM LINK] |
Please let us know within 10 working days of receiving our response that you are not happy, and you want us to review our decision. If you need more time due to circumstances, please let us know. We will accommodate you where possible.
Here is how it works in more detail.
Step 1: Acknowledgment
If we receive a complaint from you about our decision, we will log it in our system and acknowledge it within 1 week. This lets you know we have your complaint and are starting the review process.
Step 2: Investigation
A designated senior officer of Skillnet Ireland will re-examine your complaint and how we handled it in the first instance. They will consider any additional information or concerns you have provided.
Step 3: Response
The reviewer will send you the result of their review in writing. They will either uphold (agree with) the original decision or outcome or they may suggest a different solution.
We aim to complete this internal review and respond to you within a reasonable timeframe. We will let you know the expected timeline - it’s usually within 20 working days of your review request.
How to Ask for an Independent Review
If after the review by the designated senior officer you still feel that we have not resolved your complaint satisfactorily, you can ask the Chair of the Board of Skillnet Ireland to carry out a further review.
This is the final step in our internal complaints process. We will provide you with instructions on how to contact the Board Chairperson if you need to. The Chairperson (or a board committee) will do an independent examination of the complaint and the steps taken so far. They will then provide a final decision.
You can request an independent review in any of the following ways:
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Phone |
+ 353 01 207 9630 |
|---|---|
|
|
complaints@skillnetireland.ie |
|
Post |
Skillnet Ireland Independent Review, or Skillnet Ireland Chair |
|
Online |
[ADD FORM LINK] |
Please let us know within 10 working days of receiving our response that you are not happy, and you want us to review our decision. If you need more time due to circumstances, please let us know. We will accommodate you where possible.
The Office of the Ombudsman
If you still feel you have been treated unfairly after completing our internal complaints, you can contact the Office of the Ombudsman to ask for an external independent review.
The Ombudsman is an independent authority that can examine complaints about public services. We will always inform you of your right to bring the matter to the Ombudsman as a next step if you remain unhappy after our internal process.
If the Ombudsman finds that we were at fault or that you were treated unfairly, they will recommend how we should address the issue. We are legally bound to cooperate with the Ombudsman’s investigation. By law, the Ombudsman can examine any of our:
- actions
- procedures
- delays
- failures to act in your case.
You may contact the Office of the Ombudsman for an independent review in any of the following ways.
By phone
+353 1 639 5600
By letter
You can write to them at:
Office of the Ombudsman
6 Earlsfort Terrace
Dublin
D02 W773
You can contact the Ombudsman online
You can also contact the Ombudsman by phone or through the online complaint form on their website:
www.ombudsman.ie/making-a-complaint/
The Ombudsman is independent of Skillnet Ireland. Their service is confidential, free of charge, and impartial (meaning they do not take sides).
Find out more about the Ombudsman here:
Data protection and your privacy
We handle all personal information in line with the General Data Protection Regulation (GDPR) and Irish data protection law.
- We will use your information only to handle your query or complaint.
- We will keep your information secure and share it only when necessary to resolve your issue.
You can email our Data Protection Officer (DPO) about how we handle your information.
-
dpo@skillnetireland.ie
Find out more about our commitment to data privacy here.
Equality and accessibility
We serve everyone fairly and respectfully, regardless of:
- age
- gender
- disability
- race
- religion
- sexual orientation
- family status
- civil status
- membership of the Traveller community.
We try to make sure our services and buildings are accessible to all.
We use accessible venues for meetings and training.
We respond quickly to any reported accessibility issues.
When asked, we provide documents in other formats including:
- large print
- plain English.
If you ask us in advance, we offer sign language or captioning at events.
If you need help to access any of our services, please let us know. We encourage you to communicate your needs to us without hesitation. Our team will work with you to find a solution. We believe that everyone should have equal opportunity to benefit from Skillnet Ireland’s services, and we are committed to making that a reality.
Find out more about our commitment to Accessibility here.
Feedback
We are always looking for ways to improve our services. Your experience and feedback help us to identify what we are doing well and where we can do better. We commit to:
- regularly review and improve our services based on customer feedback
- train our staff to provide respectful, inclusive service
- monitor complaints and appeals so we can learn and improve.
Your feedback matters
We are always happy to hear from you — whether you have a suggestion, a compliment, or a concern. Your feedback helps us understand what is working well and what could be improved. To give your feedback, you can:
- email us with feedback at: customerservice@skillnetireland.ie
- take part in surveys or consultations
- let us know if something isn’t working for you — we are here to listen and improve.
Do you need help?
We understand that not everyone finds it easy to make a complaint. If there is anything that might affect your ability to tell us about your issue, please let us know.
We will do all we can to help you, including helping you to complete our forms.
You can ask for help in any of the following ways
By phone
+353 1 207 9630
We aim to answer calls promptly during business hours. If all our lines are busy or you call outside of office hours you can leave a message, and we will return your call as soon as possible.
We aim to answer calls promptly and return missed calls as soon as possible.
By email
customerservice@skillnetireland.ie