FINGAL COUNTY ENTERPRISE BOARD LTD.

CUSTOMER CARE CHARTER

“To support the development of micro-enterprise in Fingal and foster an entrepreneurial culture, leading to the creation of sustainable employment and a vibrant business environment”.

Objectives:

• To support and develop start-up and expanding small/micro enterprises within the County of Fingal. This is achieved within a framework of a coherent integrated Strategic Action Plan so as to build a local economy of strength and permanence which will result in the creation of sustainable employment and wealth.
• To discharge the duties entrusted to it by the Department of Enterprise, Trade and Employment in an efficient and professional manner at the lowest possible cost to the public while always recognising their right to a prompt and courteous service.

Code of Practice for Delivery of Services

• When you are dealing with the board, staff will seek to ensure you get the best possible service.

Courtesy and Helpfulness

• To expect that in all your dealings with the Board, be they in person, by telephone or by correspondence, you are at all times dealt with by the staff of the Board in a courteous and helpful manner.
• To be given the name of the official with whom you are dealing.

Information

• To be given full and accurate information in plain language in relation to any query you may raise.

Customer Care

• To access all information on the Board’s activities as is necessary. To strive to have notification of the outcome of applications submitted within 6-8 weeks.

Efficiency

• To expect that all queries are dealt with in a speedy and efficient manner, while recognising the need to keep to a minimum any cost which you might necessarily have to incur.

Privacy and Confidentiality

• Subject to the Board’s legal obligation as a public body to have all information, both personal and business, provided by you dealt with in total confidence by the staff, Evaluation Committee and Board members in a manner which respects the dignity of the individual and the sensitivity of the information.

Redress

• To expect to be informed of the outcome of the decision regarding submissions and to have the right to discuss it with the Executive.
• To be afforded the opportunity to submit additional material to an original submission to allow for an appeals procedure.
• To expect the Board to consider an appeal where additional material of substance and quality is supplied and to have the revised submission treated as “new”.
• To understand that the appeals process cannot be ongoing.

Complaints Procedure

If you encounter any difficulties with the services provided  by the Board the following procedures will apply to ensure that you have an efficient and prompt response:

1. The matter should be brought to the attention of the staff or Board member concerned, either verbally or in writing and they will endeavour to resolve any legitimate complaints without delay.

2. If the matter is not resolved to your satisfaction, please contact the Chief Executive Officer, who will be able to investigate and resolve your complaint speedily and sympathetically.

3. Should the matter not be capable of being resolved to your satisfaction by the Board’s staff or Chief Executive, you should then write: marked “Private and Confidential”, to:-

The Chairperson,

Fingal County Enterprise Board,

Mainscourt,

23 Main Street,

Swords,

Co. Dublin.

who will have your complaint investigated and you will be advised accordingly.

4. The decision of the Board will be relation to all matter arising from the adoption of this policy on user service and complaints procedure.

Fingal County Enterprise Board Ltd is funded by the Irish Government and EU Regional Development Fund.