Customer Care
Policy

Limerick and Clare Education and Training Board is committed to providing the highest standards of service delivery and to continually improving the quality of our customer services. This is to ensure our services are delivered to meet the needs of all our customers, whether in the provision of educational programmes or learning support services.

Our Customer Care Policy sets out how we provide a quality service and the standards that you can expect from us. We welcome your views on our services, as this helps us to continually improve the delivery of these services.

Click here to download a copy of our complete Customer Care Policy.

What to Expect when you Contact us

We will:
  • Provide the highest standards of service delivery, whether in the provision of educational programmes or learning support services.
  • Ensure that each school/campus provides an excellent customer care service. It is the Principal’s/Manager’s responsibility to ensure that all staff treats customer care as a top priority in the delivery of the service within their school, campus, programme, service or office.
We will:
  • Ensure the rights to equal treatment, established by equality legislation, and accommodate diversity, so as to contribute to equality for the groups covered by equality legislation (under the grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and membership of the Traveller Community).
  • Identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.
We will:
  • Provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs.
We will:
  • Take a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact and meets the requirements of people with specific
  • Ensure that the potential offered by information technology is fully availed of and that the information available on our websites follows the guidelines on web publication.
  • Continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.
We will:
  • Deliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate of mutual respect between provider and customer.
  • Give contact names in all communications to ensure ease of ongoing transactions.
We will:
  • Maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for learners/customers who are dissatisfied with decisions in relation to services.
  • Ensure that staff members are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.
We will:
  • Maintain a formalised, well-publicised, accessible, transparent and simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services.
We will:
  • Provide a structured approach to meaningful consultation with, and participation by, the customer in relation to the development, delivery and review of services. Ensure meaningful evaluation of service delivery.
We will:
  • Provide choice, where feasible, in service delivery including payment methods, location of contact points, opening hours and delivery times. Use available and emerging technologies to ensure maximum access and choice, and quality of delivery.
We will:
  • Provide quality services through Irish and/or bilingually and inform customers of their right to choose to be dealt with through one or other of the official languages.
We will:
  • Foster a co-ordinated and integrated approach to delivery of public services.
We will:
  • Ensure that employees are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

How we Handle your Complaints

We will deal with complaints in a consistent, fair and transparent manner. If, for any reason, you find that the service provided by us falls short of expectations, please tell us first and we will deal with your complaint in an efficient and transparent way. We also offer an easy-to-use system of appeal/review for any customer who is not happy with decisions regarding their complaint about our services.

The Complaints Procedure covers complaints about issues such as delays, mistakes and poor customer service by Limerick and Clare Education and Training Board.

The Complaints Procedure does not cover:

  • Matters of Policy
  • Matters which are the subject of litigation
  • Matters which have been referred to the Office of the Ombudsman

A complaint in relation to the quality of service provided by any of our schools/centres/offices must be in writing or e-mail (in Irish or English).

In the first instance, the complaint should be brought to the attention of Senior Managers within the School/Centre/Office concerned. The senior management there will try to resolve your complaint without delay.

  • Your name and address, email and daytime telephone number
  • Exactly what you are dissatisfied with
  • The name of the Department/Centre and the official(s) who dealt with you
  • Provide us with copies of all relevant documentation/correspondence that you may have

Senior Management will treat your complaint confidentially, fairly and efficiently. They will provide a reply having fully considered the nature and extent of the complaint. It is the intention of the authority that complaints are resolved at the earliest possible stage.

If your complaint cannot be resolved by our staff or, if you are unhappy with the response you received, you should contact:

Customer Services Officer,
Corporate Services,
Limerick and Clare Education and Training Board,
Marshal House,
Dooradoyle Rd.,
Limerick,
V94 HAC4

Email: corporateservices@lcetb.ie

Response from Customer Services Officer

  • Written acknowledgement within 5 working days
  • A response within 20 working days (if it is not possible to meet this target, we will inform you and continue to do so until the matter is resolved)
  • The response will provide a contact name, telephone number and email address

The Customer Services Officer reserves the right to deal with complaints depending on the nature of the complaint.

If you are unhappy about the outcome of the review by the Customer Services Officer you can further appeal the matter to:

Director of Organisation Support & Development
Limerick and Clare Education and Training Board
Marshal House
Dooradoyle Road
Limerick, V94 HAC4

Making a Complaint

If you wish to make a complaint about our service, please complete the online form below. Or, alternatively, you can download a copy of the form here and post to the address provided..

Role of
the Ombudsman

Limerick and Clare Education and Training Board is committed to providing you, the customer, with a high quality service. We will endeavour to maintain and improve the standard of our services and to keep errors to a minimum. We, however, recognise that mistakes or delays will occasionally occur. From 1st May 2013 our administration has been subject to review by the Office of the Ombudsman. If you are dissatisfied with the outcome of the complaints and appeals procedures above you may request an examination of your complaint by the Ombudsman. Please refer to www.ombudsman.ie for further details or alternatively the Office can be contacted at:

Office of the Ombudsman,
18 Lower Leeson Street.
Dublin 2.

Tel: 01 639 5600
Email: ombudsman@ombudsman.gov.ie

You should complain to the Ombudsman as soon as possible but not later than 12 months after the occurrence of the action you want to complain about or you becoming aware of it occurring.

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