Choiste Ghairm Oideachais Chontae Roscomain

County Roscommon Vocational Education Committee

Customer Service Charter

Co. Roscommon V.E.C. is involved in a broad range of educational programmes catering for:-

• Post-Primary Students

• Second Chance Education

• Adult & Community Education

Our Staff are committed to providing a quality service in an efficient and courteous manner to all our customers.

•  Our Administrative Offices are open to the public from :                                

                  9.30 a.m. – 1.00 p.m. and from

                    2.00 p.m. –  5.00 p.m. (Monday – Friday).

When you visit our Offices we will ensure that:

• You are treated with courtesy.

• Your privacy will be respected.

• Your enquiry will be dealt with promptly.

• Our Reception, Waiting and Interview Rooms will be safe, clean and well maintained and accessible for people with disabilities.

• We recommend that you make an appointment if you wish to meet a particular member of Staff.

• Smoking is prohibited in all our Offices and Schools.

When you telephone our Office:

• We will answer all calls promptly during Office hours.

• When answering the telephone, the name of the Committee is given together with the name of the person to whom you are speaking.       

• We will deal with your call in a courteous manner.

• You will be given details of the name and section of the staff member to whom you wish to speak.                 

• The aim of our Staff is to be as helpful and informative as possible.                                       

• If we are unable to provide the information you need immediately, we will take your contact details and call you back or issue the information to you in writing as soon as possible.            

When you write to us:        

• We will reply to routine enquiries within seven working days.

• Should your enquiry require research or consultation, we will acknowledge your query and we will further reply to you within 21 working days.

• We will reply to all correspondence in a clear, concise way that  will answer the issues raised by you.

• Your correspondence will be treated in confidence.

• We aim to use forms that are clear and well presented.

An Gaeilge:

Déanfaimid ár ndicheall freastail ar custaiméirí a mbeadh fonn orthú a ngnó a dhéanamh trí Gaeilge.

Irish Language:

We will endeavour to deal with customers who are eager to conduct  their business through the medium of Irish.

COMPLAINTS:

Co. Roscommon V.E.C. will maintain a well publicised, accessible, transparent and simple to use system of dealing with complaints about the quality of service provided and ensure that such complaints are dealt with in a consistent, fair and transparent manner.

Customers can direct comments, suggestions and complaints to the Chief Executive Officer/Delegated Officer, who will have the complaints investigated in a fair and impartial manner.