Customer Charter
Our Customer Charter defines and highlights the level of service you can
expect from the South Western Regional Fisheries Board.
Mission Statement
To ensure that the valuable natural resources of inland fisheries and sea
angling are conserved, managed, developed and promoted in their own right
and to support sustainable economic activity, recreational amenity and job
creation.
Coming to see us
- We will provide access for all to a safe and clean environment
- On arrival you will be welcomed at reception and we will aim to keep waiting
times to a minimum
- We aim to provide a private meeting room to discuss your query
- We will do our best to accommodate you if you do not have an appointment
Visits to our laboratory and fish farms are by appointment only
Equality & Diversity
- We acknowledge the diversity of our customer base and will ensure all
our customers receive the same high quality of service
- We guarantee our service will be delivered in an open and fair manner
that represents best practice and complies with all appropriate legislation
Professionalism
- In all our dealings with customers we will be polite, courteous and professional
- We will conduct our business in an ethical and fair manner with minimum
delay
Service through Irish
We aim to provide a service whereby:
Communicating with us
Contact by telephone
- Staff will endeavour to answer your call as promptly as possible; our
aim is to respond to calls within 20 seconds
- If the person you wish to speak to is unavailable, you may wish to leave
a message with reception or use the voicemail option
- We will respond to all voicemail messages promptly, and as a general rule,
aim to respond by the following day
Contact by email/written correspondence
- l We will aim to respond within 15 working days. If we are unable to make
this deadline, we will write to explain why and tell you when you can expect
a full reply
Please note during certain periods of the year, especially over the summer
months, some of our staff will be involved in fieldwork and may not be in
a position to reply within a short timeframe. You can be assured however that
our staff will respond to you as quickly as possible on their return
Help us to help you
We can help you best if you:
- Provide any information which is relevant to your query
- Provide relevant documents and reference numbers
- Provide contact details in your correspondence
Providing Information
We will provide clear, accurate and up-to-date information Publicly available
documents and information leaflets will be available from our offices and
on our website
Our Website
We will ensure that our website is:
- Kept up to date
- Complies with the W3C’s Web Content Accessibility Guidelines
- Contains information relevant to our Customers
Feedback
Suggestions/Comments
- The SWRFB is committed to consulting with its customers and to evaluating
its services
You can help us by:
- Providing comments, suggestions or complaints regarding the service you
receive
- Completing and returning any customer survey forms we may send you
Send your suggestion directly to the:
Cusomer Service Officer,
Sunnyside House,
Macroom,
Co.Cork, Ireland.
What to do if you are not happy
- If you are unhappy with the quality of service you have received, you
have the right to complain
- All complaints will be dealt with promptly, fairly and impartially
- In the first instance, the complaint should be brought to the attention
of the relevant staff or division
- If you are not satisfied with the initial response, you can direct your
complaint to our Customer Service Officer. We will do our best to rectify
the matter for you.
If you are not happy with our response you have the right to appeal to the
Office of the Ombudsman
18 Lower Leeson Street, Dublin 2
Phone: 01 678 5222, LoCall: 1890 223030
email: ombudsman@ombudsman.irlgov.ie
Evaluation and Reporting
We will develop and activate an evaluation and reporting system in order
to monitor the delivery of our customer service standards, which will include:
- Customer consultation through the use of questionnaires and targeted focus
group sessions
- Comment cards and suggestion boxes
- A feedback form on our web-site
We will report on our performance on our website
Where you will find us
We are located in Macroom, Co. Cork.
Email:
swrfb@swrfb.ie
Address:
Sunnyside House,
Macroom,
Co.Cork, Ireland.
Telephone:
from Ireland: (026) 41222
from abroad: +353 26 41222
Fax:
from Ireland: (026) 41223
from abroad: +353 26 41223
Public office hours:
9.30 a.m - 13.00 pm
2.00 pm - 5.00 pm
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