Standards of Service

Statement of Standards of Service.

Wexford County Council is a customer focused organisation, committed to – 

  • bringing better and extended services closer to the people of the County;
  • ensuring the right to equal treatment established by equality legislation and accommodating diversity so as to contribute to equality for all;
  • identifying and working to eliminate barriers to access of services;
  • improving the quality of services to people with disabilities and to customers in general and
  • fostering a climate of mutual respect between us and our customers. 

In this Customer Service Action Plan, we set out the principles and standards of customer service which will apply throughout the organisation. 

We also set out the procedure for dealing with customer complaints.  These are are fully investigated and monitored so that steps can be taken to rectify problems and improve services.

Telephone Service.

Our Telephone Service operates from 9 a.m. to 5 p.m. If you ring between 1 p.m. and 2 p.m. you will be asked to leave a message which will be dealt with at 2 p.m. 

An emergency out of office hours service is available on 1890 666 777.

When ringing Wexford County Council

Our Telephonist will route your call to the appropriate person or section.
Where extensions are unattended, these are programmed to ask you to leave a message or that your call will be forwarded to an attended phone.  Your call should therefore be answered.
Direct dial-in numbers (i.e. 919 + extension) are available to allow you to ring staff directly.  If you know the extension of the person or section you wish to contact, you can dial the number directly – 053 919xxxx. 

In conversation with you, we will be polite and courteous.

If we cannot answer your queries immediately, we will take your details and agree to call you back at a time that suits you.

If we need to transfer your call to a colleague, we will explain why. We will give you that person's name and number and ensure that your call is properly transferred.

Correspondence.

We will acknowledge all correspondence, whether written or electronic, within 5 working days of receipt.
We will provide a definitive reply, where possible, to all correspondence within 20 working days.
If it is not possible to provide a definitive reply within this period, we will send you an interim reply explaining the position.   Information technology initiatives will actively support these arrangements.
We will write to you in clear, simple language and only use technical terms when absolutely necessary.
All written correspondence will be in Arial 12.
Our responses will generally be made in the same manner as we are contacted i.e. e-mail response to e-mail query, unless requested otherwise.
We will ensure that all letters carry a contact name, direct dial telephone number, fax number and e-mail address.  Please feel free to use these details to contact us further.

Visiting our Offices

In our dealings with you in our Offices we will:

  • be polite, courteous and fair;
  • act promptly and without undue delay;
  • act correctly in accordance with the law or other rules governing your entitlements;
  • act sensitively having regard to your privacy;
  • avoid bias because of your gender, marital status, family status, sexual orientation, religion, age, disability, race, colour, ethnic origin, culture, language, membership of the Traveller community, reputation or because of who you are or who you know;
  • keep our offices clean and safe, to ensure compliance with occupational and safety standards;
  • ensure you have safe and unfettered access.

Access

If you are visiting our offices, we will be happy to advise you of the exact location.
If you have any special needs, please let us know how we may help prior to your visit so as to ensure the best service provision for you.
Existing buildings will be further adapted to enable access for all, wherever feasible. New buildings will comply with best practice in designing for accessibility so as to achieve universal access to the buildings.
Signage of disabled facilities will be reviewed and improved, where necessary.
The Council’s Access Officer will arrange for the provision of assistance and guidance to persons with disabilities in accessing services. 

Information

In all our contacts with you, we will be as helpful as possible.

  • We will be proactive in providing information about our services that is clear, accurate and timely, and meets the requirements of people with specific needs.
  • We will try to ensure that all information, forms and leaflets are easy to understand.
  • We will do our best to simplify rules, regulations and procedures.
  • We will maintain proper records providing clear and precise detailed information.

Information and other materials produced by and for the organisation will be provided in a relevant and accessible manner to customers, including different formats such as Braille, audio and large print.  

We will assist customers who wish to transact their business through Irish and/or bilingually as comprehensively as possible. Also, we will ensure that language barriers are effectively addressed including use of interpreters, and that sign language interpretation is provided where necessary. The minimum notice required to arrange sign language interpretation is 2 weeks.

Information on all our services is available on this website. All key publications are available on this website.
Information leaflets are also available to help with queries relating to planning, housing loans and grants and the library services.
A selection of application forms are available on this website. Application forms are also available from our district offices, branch libraries and the mobile library service.
Special notices are published in the national and local newspapers.
Local radio is frequently used to let the public know what we are doing.
Requests for information can be made in person, by letter, phone or e-mail.
The provision of information to the public will be enhanced by a more proactive local media campaign and further development of website interactive facilities.

Meetings

We will provide excellent facilities for public meetings.  Insofar as possible, we will provide an accessible venue.  Where feasible, we will arrange to provide other facilities to meet the needs of people with disabilities, including a loop system and sign language interpretation, if requested.   

Equality and Diversity

Wexford County Council is committed to promoting equality of opportunity for all its customers, accommodating diversity and making reasonable accommodation to meet the needs of people with disabilities in the provision of its services. The Equal Status Acts 2000 to 2004 protect our customers from discrimination, harassment and sexual harassment in accessing Council services, including housing services.  The Equal Status Acts cover nine discriminatory grounds - gender, marital status, family status, sexual orientation, religion, age, disability, race, membership of the Traveller community.  Any form of discrimination is not accepted by the Council and will not be tolerated.

The Council will seek to ensure that customers with disabilities will not be excluded by barriers including physical, systemic, communications and attitudinal barriers.

Further information on the Equal Status Acts 2000 to 2004 can be obtained from the The Irish Human Rights and Equality Commission information service. 

Consultation

Wexford County Council has a responsibility to its customers to have efficient and effective functions and services. Consultation with our customers is vital in this process.

We are committed to consulting with our customers to ensure meaningful participation by the customer in relation to the development, delivery and review of our services.  We particularly welcome feedback from our customers. You can contact us in person, by post, phone or e-mail.  

All staff members are viewed as internal customers and will be consulted with regard to service delivery issues. Workplace Partnership plays an important role in relation to staff consultation.

Ongoing Consultation

Our Traveller Accommodation Officer and our Social Workers meet regularly with the Traveller community to discuss their needs and work to meet these in a practical way.
Our elected members work closely with local organisations, the business and farming communities and development groups when formulating policy through the Strategic Policy Committees.
The Library Service and Arts Office both work extensively in consultation with local communities and give considerable support to projects in terms of information, administration and coordination.
Our Access Officer is consulting with groups representing people with disabilities in relation to accessibility of public buildings, services and information.
Our staff conduct customer surveys from time to time and take account of any feedback to try to improve customer service.
Our staff organise formal public consultation with our customers as required. 

Choice and Coordination of Services

Wexford County Council will continually review and improve its services and take into account the needs of its customers.

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