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Home  /  About Us  /  Policies  /  Quality Customer Service
 

Customer Service Charter

The Commission for Public Service Appointments is the principal regulator of recruitment and selection in the Irish public service. Our role is to ensure that appointments that are made to positions within the civil and public service are done so fairly, transparently and following a merit-based selection process.

Our customer service charter sets out what you can expect from us while we are examining:

  • Complaints under Section 8 of the Codes of Practice
  • Applications for a recruitment licence
  • Applications to be a listed recruitment agency
  • Applications for an excluding order 
  • Statutory requests (Freedom of information (FOI), Protected disclosures (PD) and General Data Protection Regulation (GDPR)

Contact by telephone

If you contact us by phone we will:

  • Answer your calls promptly
  • Give you our name when we answer the call
  • Be courteous and helpful to you at all times
  • Answer your query in full
  • If we cannot do so immediately, we will take your details and call you back as soon as possible
  • Respond to all voicemail messages promptly

Written correspondence

If you send us a letter, email or online enquiry we will:

  • Acknowledge your correspondence within three working days
  • Ensure you receive a full reply to your written correspondence within fifteen working days
  • If we cannot provide a full reply within fifteen working days, we will contact you with an interim reply within fifteen days
  • Give you a contact name and contact details as well as a reference number (where appropriate)
  • Process your statutory requests within the required timeframes

Complaints under Section 8 

If you make a complaint to the Commission under Section 8 of the Code of Practice we will:

  • Acknowledge your complaint within 3 days
  • Provide you with details of the person who will be dealing with your complaint 
  • Keep you advised of progress on your case
  • Inform you as soon as possible and as clearly as possible of the outcome of our examination
  • Undertake to deliver a decision within the timeframes and standards outlined in the Codes of Practice

Applications

If you make an application to the Commission for a recruitment licence, to be a listed agency or for an excluding order we will:

  • Acknowledge your application within 3 days
  • Keep you advised of progress on your application
  • Inform you as soon as possible and as clearly as possible of the decision on your application

Visitors to the office

If you wish to meet in person by prior appointment we will:

  • Be available to meet during office hours (9:15 am – 5 pm) and where necessary, be as flexible as possible outside of these hours
  • Treat you with courtesy, be fair and helpful to you, and deal with your enquiry as soon as possible
  • Provide clean, accessible public offices that ensure privacy and comply with health and safety standards

 

Website

We are committed to:

  • Ensuring all information is accurate and up to date
  • Ensuring that all key publications are available
  • Ensuring that our website complies with disability access requirements
  • Availing of new technology to continuously improve on our services

Provision of information

We are committed to:

  • Providing accurate, up to date information in plain English
  • Providing information and documentation in a timely manner
  • Ensuring that all generally available information is accessible in both electronic and printed formats
  • Ensuring that information is available in an accessible format for customers with special needs

Equality and diversity

  • We are committed to dealing with our customers in a respectful, courteous way without discrimination or prejudice
  • We will respect equality and human rights in accordance with public sector duty principles
  • We will respect your right to privacy
  • We will aim to have our services and facilities easily available and accessible to you
  • The contact email for our access officer under the disability act is: accessofficer@cpsa.ie

Services in Irish

We will assist people who wish to carry out their business with us through Irish

  • Correspondence received in Irish will be answered in Irish
  • We will publish key documents including our annual reports in Irish and English
  • An Irish version of our website will mirror as far as practicable the English version
  • We will meet our other commitments under the Official Languages Act 2003 and the office’s official languages scheme as published on our website

Help us to help you

To assist us in meeting our service standards it would be helpful if you could provide as much information as possible when we are dealing with your request.  In particular, we would request that you:

  • Complete the section 8 review process with the relevant public body before making a complaint to this office
  • When making a complaint, outline clearly why you believe a breach in the Codes of Practice occurred
  • Quote any relevant reference numbers in your correspondence and/or communications with us
  • Ensure that application forms are completed fully, accurately and legibly
  • Provide up-to-date contact details

Comments and feedback

We welcome and encourage suggestions on how we can improve our service

  • We welcome customer feedback on all of our services and invite you to contact us with any complaints, compliments or comments that you may have
  • If you want to make a complaint about the customer service you received you can contact our customer services manager 
  • If you wish to provide feedback on any issue in relation to this charter and our commitments to you as a customer please contact our customer services manager
  • We guarantee that if you make a complaint or provide feedback on our services it will not affect how we treat you in the future
  • We undertake to respond to complaints and feedback in a timely manner, when requested to do so

Where to get more information

This document is available on our website www.cpsa.ie. You can also find details of our other services, policies and contact information on our website.

Contact details:

Customer Services Manager

Office of the Commission for Public Service Appointments

18 Lower Leeson St

Dublin 2

+353 1 639 5750

info@cpsa.ie

Our data protection officer can be contacted at dataprotection@ombudsman.ie

Our full contact details are available on the contact us page

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