CIS Customer Charter

Putting you at the centre of our services

Our mission

We empower you to make informed decisions by providing free, impartial and up-to-date information, advice and advocacy on your rights and entitlements.

What we do

We provide clear information and advice on your rights across areas such as social welfare, health, housing, employment.

We can advocate on your behalf with your agreement. We do this within our resources and in line with our advocacy policy.

We ensure that our staff are trained to deliver a professional and person-centred service.

We review and evaluate our service to ensure high standards through customer comments, surveys and feedback.

Our commitment to you

We promise to:

• Provide a quality service which is free, confidential, and impartial
• Offer our services to everyone and not discriminate
• Respect everyone’s dignity and diversity
• Create a safe space of trust
• Be independent of government services
• Be part of the communities we serve
• Support you in a fair and open way
• Support you to make decisions and reach an outcome
• Manage complaints fairly
  

What we ask from you

We ask that you:

• Treat our staff with respect and avoid abusive language and disruptive behaviour
• Work with us so we can work with you
• Provide your comments and suggestions to improve services

How to make a complaint

If you wish to make a complaint, please contact the local Citizens Information Centre Development Manager. Contact details are available at reception. If your complaint is about the Development Manager, please contact the Regional Manager. Contact details are available at reception.

You must make your complaint within 14 days of using the service. We will acknowledge your complaint within 5 working days and respond with an outcome within 20 working days.

You can ask for a review of the outcome and make an appeal if you are not satisfied.

You can read the details of our complaints policy on www.citizensinformation.ie and in your local centre.

Withdrawing services

The Citizens Information Service may withdraw services from you in line with CIS Policies and Procedures. Contact your local centre for more details