Customer Service

 

Skillnet Ireland is committed to providing the highest possible level of quality of service to our customers. In this section, you will find information on how you can interact with us, what our service commitments and standards are, and guidance on what to do if you are dissatisfied with the quality of service you have received from us.

 

Customer Charter

Our Customer Charter states our commitment to providing services to our customers in accordance with the 12 Principles of Quality Customer Service for Customers and Clients of the Public Service.

Click here to view our Customer Charter (.pdf)

 

Customer Action Plan

Our Customer Action Plan describes in detail how the commitments and standards set out in our Customer Charter above will be delivered and evaluated by us.

Click here to view our Customer Action Plan (.pdf)

 

Quality of Service Statement

Our Quality of Service Statement sets out the nature and quality of the service which customers can expect from us.

Click here to view our Quality of Service Statement (.pdf)

 

Skillnet Ireland Complaints Procedure

If you are dissatisfied with the quality of service you have received from Skillnet Ireland, our Complaints Procedure will provide guidance as to how to make a complaint to us.

Click here to view our Complaints Procedure (.pdf)

 

Skillnet Ireland Appeals Procedure

If you are dissatisfied with decisions we have made in relation to our services, please see our Skillnet Ireland Appeals Procedure for guidance on making an appeal to us.

Click here to view our Appeals Procedure (.pdf)

 

Appeals to the Office of the Ombudsman

Skillnet Ireland is under the remit of the Ombudsman.

If you have a complaint about the service you have received from Skillnet Ireland or one of our Skillnet Business Networks or other funded Initiatives, and you have taken reasonable steps to seek redress from the person you have been dealing with, we encourage you to refer to our Complaints Procedure above to make a complaint to us.

If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us.  The Ombudsman provides an impartial, independent and free dispute resolution service.

Contact details are as follows:

Office of the Ombudsman
6 Earlsfort Terrace
Dublin 2
D02 W773

Tel: 01 639 5600
Complaints email: complaints@ombudsman.gov.ie
Web: www.ombudsman.ie




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