Transport Infrastructure Ireland CUSTOMER ACTION PLAN 2015 2018
CUSTOMER ACTION PLAN Contents Page 1. Contacting TII 1 2. Responding to You 1 3. Visitors to our Offices 2 4. Irish Language 2 5. Equality and Diversity 3 6. Websites and Publications 3 7. Suppliers 3 8. How We Will Measure Our Performance 3 9. Customer Complaints Procedure 4 10. Office of the Ombudsman 4
Arising from the merger of the National Roads Authority and the Railway Procurement Agency in 2015, Transport Infrastructure Ireland (TII) is responsible for managing and improving the country s national road and light rail networks. The provision of quality customer service is central to Transport Infrastructure Ireland s activities and we strive to continually improve our business practices in order to provide the highest standards in our dealings with our customers. We are committed to ensuring that the principles of Quality Customer Service are embraced by all staff throughout our organisation. 1. Contacting TII. We may be contacted in any of the following ways: By Post: Parkgate Business Centre, Parkgate Street, Dublin 8. By Phone: 353 1 646 3400 By Email: info@tii.ie Web: www.tii.ie Our contact details are also provided on correspondence and publications issued by TII. 2. Responding to You. The contact name, telephone number and email address of the person dealing with the matter will be included in all written and email correspondence. Written Correspondence. All correspondence will be acknowledged within 5 working days of receipt. 1
Full response will issue to all correspondence within 20 working days of receipt or, where this is not possible, an interim reply will issue explaining the position and advising when a substantive response will issue. Telephone. 90% of calls to our main switchboard will be answered within 5 rings. We will direct callers to the correct member of staff/section. Staff will identify themselves to callers when answering telephone calls. Voicemail messages will be updated as appropriate to indicate staff availability. Wherever possible voicemail messages will be responded to within 1 working day. E-mail. Automated e-mail responses will be activated by all staff when out of the office. E-mails requiring a response will normally be acknowledged within 5 working days of receipt. Full response to e-mails will normally issue within 20 working days of receipt or, where this is not possible, an interim reply will issue explaining the position and advising when a substantive response will issue. 3. Visitors to our Offices. We will provide comfortable reception areas for visitors to our offices. Appropriate facilities will be provided for persons with disabilities. We will ensure compliance with Health and Safety regulations. 4. Irish Language. We will make every effort to accommodate customers who wish to conduct their business with us through the medium of the Irish language. We will reply in Irish to all correspondence received in Irish. Our publications will, as appropriate, be produced in both Irish and English. 2
We will continue to provide as much material as possible in Irish on our website. Our Irish Language Scheme, which has been prepared in accordance with section 11 of the Official Languages Act 2003, provides comprehensive information regarding the services we provide through the medium of Irish. The document may be viewed/downloaded in the Contact Us section of our website, www.tii.ie. 5. Equality and Diversity. We will ensure that no one is discriminated against in their dealings with TII by virtue of their gender, family status, marital status, religion, age, race, membership of the Traveller community, sexual orientation or disability, as laid down in the Employment Equality Act, 1998 and Equal Status Act, 2000. 6. Websites and Publications. We will provide and maintain a website that is easily accessible, up-to-date and informative. Publications will be made available on our website simultaneous to other media. 7. Suppliers. All procurements will be carried out using clear tendering procedures in accordance with national and EU requirements. Late payments (proportionate to overall number of payments made) will be minimized. 8. How we will Measure our Performance. We are committed to using a range of measurement/ evaluation tools, both qualitative and quantitative, to measure our performance, such as: Feedback and suggestions through customer surveys. Using internal management information systems (e.g. Electronic Data Management System). Using techniques such as mystery shopping. 3
9. Customer Complaints Procedure. Transport Infrastructure Ireland is committed to providing a quality service to all our customers. As part of this commitment, TII operates a complaints procedure that may be availed of by customers who feel that they may not have been treated adequately, courteously or fairly in their dealings with the staff of TII. Complaints may be made in writing to: Head of Regulatory and Administration, Transport Infrastructure Ireland, Parkgate Business Centre, Parkgate Street, Dublin 8. All complaints will be dealt with fairly, efficiently and confidentially and will be responded to following full and careful consideration of the nature and extent of the complaint. Complaints received by the Head of Regulatory and Administration will be: Acknowledged in writing within 5 working days. The acknowledgement letter will indicate the name and telephone number of the person dealing with the matter. Responded to within 20 working days (if this is not possible an interim reply will be issued within the 20 working days explaining the up-to-date position). Responded to using plain language. 10. Office of the Ombudsman. A customer who feels that s/he has been unfairly treated or is not satisfied with our decision on his/her complaint may contact the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. However, the Ombudsman will normally expect the complaint to be referred to us first. 4
The Ombudsman provides a free, impartial and independent dispute resolution service and may be contacted as follows: Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2. Lo-call: 1890 22 30 30 Tel: +353 (0)1 639 5600 Fax: +353 (0)1 639 5674. (Note that the rates charged for the use of 1890 (LoCall) numbers may vary among different service providers). E-Mail: ombudsman@ombudsman.gov.ie Website: http://www.ombudsman.gov.ie/en/ 5