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CUSTOMER SERVICE ACTION PLAN Contents - Introduction - Who is the Customer? - Statement of Standards - Telephone Services - Correspondence - Visits to our Offices - Access - Opening Hours - Information - Meetings - Equality and Diversity - Consultation - Choice and Coordination of Services - Complaints and Appeals Procedures - Appendix Introduction Wexford County Council is the primary local authority in County Wexford. While largely responsible for the development of the County’s infrastructure, our main role is public service. We are committed to the delivery of a first class quality service to all our customers. We are also aware that this commitment must be the central element in our response to the increasing demands which are made on us. We have already made several improvements to our standards of customer care and we intend to continue the process on an ongoing basis. Who is the Customer? Members of the public who come to our offices in person, write, telephone, or e-mail and users of our services are our customers and our policy is to assist them in a highly professional manner. We recognise staff as internal customers and make every effort to ensure that they are properly supported and consulted with regard to service delivery issues and customer service training and supports. Statement of Standards Wexford County Council is a customer focused organisation, committed to – - bringing better and extended services closer to the people of County Wexford; - ensuring the rights to equal treatment established by all equality legislation and accommodating diversity so as to contribute to equality for all; - identifying and working to eliminate barriers to access of services; - improving the quality of service delivered to people with disabilities and to customers in general; and - fostering a climate of mutual respect between us and our customers. In this Customer Service Action Plan, we set out the principles and standards of customer service which will apply throughout the organisation. We set out the procedure for dealing with complaints. All complaints are fully investigated and monitored so that steps can be taken to rectify problems and improve service delivery. Telephone Services Our Telephonist provides a service from 9 a.m. to 5 p.m. An out of office service is available for emergencies only – 1890 666 777. - Our Telephonist will route your call to the appropriate person or section. - Where extensions are unattended, these will be programmed to deliver an appropriate message and record your message to be dealt with later, or else your call will be diverted to an attended phone. As a result, no call should be left unanswered. - Direct dial-in numbers (i.e. 919 + extension) are available so that regular callers do not have to go through the switchboard. If you know the extension of the person or section you wish to contact, you can dial the number directly – 053 919xxxx. See Home Page/Contact Details for alphabetical list of main service areas with related extension numbers. - In conversation with you, we will be polite and courteous. - If we cannot answer your queries immediately, we will take your details and agree to call you back at a time that suits you. - If we need to transfer your call to a colleague, we will explain why. We will give you that person's name and number and ensure that your call is properly transferred. Correspondence - We will acknowledge all correspondence, whether written or electronic, within 5 working days of receipt. - We will provide a definitive reply, where possible, to all correspondence within 20 working days. - If it is not possible to provide a definitive reply within this period, we will send you an interim reply explaining the position. Information technology initiatives will actively support these arrangements. - We will write to you in clear, simple language and only use technical terms when absolutely necessary. - All written correspondence will be in Arial 12. - Our responses will generally be made in the same manner as we are contacted i.e. e-mail response to e-mail query, unless requested otherwise. - We will ensure that all letters carry a contact name, direct dial telephone number, fax number and e-mail address. Please feel free to use these details to contact us further. Visits to our Offices In our dealings with you we will - be polite, courteous and fair; - act promptly and without undue delay; - act correctly in accordance with the law or other rules governing your entitlements; - act sensitively having regard to your privacy; - avoid bias because of your gender, marital status, family status, sexual orientation, religion, age, disability, race, colour, ethnic origin, culture, language, membership of the Traveller community, reputation or because of who you are or who you know; - keep our offices clean and safe, to ensure compliance with occupational and safety standards. Access - If you are visiting our offices, we will be happy to advise you of the exact location. - If you have any special needs, please let us know how we may help prior to your visit so as to ensure the best service provision for you. - Existing buildings will be further adapted to enable access for all, wherever feasible. New buildings will comply with best practice in designing for accessibility so as to achieve universal access to the buildings. - Signage of disabled facilities will be reviewed and improved, where necessary. - The Council’s Access Officer will arrange for the provision of assistance and guidance to persons with disabilities in accessing services. The contact details are:Access Officer, Wexford County Council, Carricklawn, Wexford. Tel: 053 9196418 Fax: 053 9196030 E-mail:caroline.horan@wexfordcoco.ie Opening Hours General Office Hours: Motor Tax: Planning: Receipts Office: Information - In all our contacts with you, we will be as helpful as possible. - We will be proactive in providing information about our services that is clear, accurate and timely, and meets the requirements of people with specific needs. - We will try to ensure that all information, forms and leaflets are easy to understand. - We will do our best to simplify rules, regulations and procedures. - We will maintain proper records providing clear and precise detailed information. Information and other materials produced by and for the organisation will be provided in a relevant and accessible manner to customers, including different formats such as Braille, audio and large print. We will assist customers who wish to transact their business through Irish and/or bilingually as comprehensively as possible. Also, we will ensure that language barriers are effectively addressed including use of interpreters, and that sign language interpretation is provided where necessary. The minimum notice required to arrange sign language interpretation is 2 weeks. - Information on all our services is available on our website, www.wexford.ie, in various formats. - All key publications are available on our website, www.wexford.ie. - Information leaflets are also available to help with queries relating to planning, housing loans and grants and the library services. - A selection of application forms are available on our website, www.wexford.ie. Application forms are also available from our district offices, branch libraries and the mobile library service. - Special notices are published in the national and local newspapers. - Local radio is frequently used to let the public know what we are doing. - Requests for information can be made in person, by letter, fax, phone or e-mail. The provision of information to the public will be enhanced by a more proactive local media campaign and further development of website interactive facilities. Meetings We will provide excellent facilities for public meetings. Insofar as possible, we will provide an accessible venue. Where feasible, we will arrange to provide other facilities to meet the needs of people with disabilities, including a loop system and sign language interpretation, if requested. Equality and Diversity Wexford County Council is committed to promoting equality of opportunity for all its customers, accommodating diversity and making reasonable accommodation to meet the needs of people with disabilities in the provision of its services. The Equal Status Acts 2000 to 2004 protect our customers from discrimination, harassment and sexual harassment in accessing Council services, including housing services. The Equal Status Acts cover nine discriminatory grounds - gender, marital status, family status, sexual orientation, religion, age, disability, race, membership of the Traveller community. Any form of discrimination is not accepted by the Council and will not be tolerated. The Council will seek to ensure that customers with disabilities will not be excluded by barriers including physical, systemic, communications and attitudinal barriers. Further information on the Equal Status Acts 2000 to 2004 can be obtained from the Equality Authority’s information service. Consultation Wexford County Council has a responsibility to its customers to deliver its services and to carry out its functions efficiently and effectively. Consultation with our customers is vital in this process. We are committed to consulting with our customers to ensure meaningful participation by the customer in relation to the development, delivery and review of our services. We particularly welcome feedback from our customers. You can contact us in person, by post, phone, fax or e-mail. You will find our contact details at Home Page/Contact Details. All staff members are viewed as internal customers and will be consulted with regard to service delivery issues. Workplace Partnership plays an important role in relation to staff consultation. Ongoing Consultation - Our Traveller Accommodation Officer and our Social Workers meet regularly with the Traveller community to discuss their needs and work to meet these in a practical way. - Our elected members work closely with local organisations, the business and farming communities and development groups when formulating policy through the Strategic Policy Committees. - The County Development Board places great importance on the input from community representatives and other agencies in seeking to improve service delivery and promote social inclusion, including in relation to people with disabilities. - The Library Service and Arts Office both work extensively in consultation with local communities and give considerable support to projects in terms of information, administration and coordination. - Our Access Officer is consulting with groups representing people with disabilities in relation to accessibility of public buildings, services and information. - Our staff conduct customer surveys from time to time and take account of any feedback to try to improve customer service. - Our staff organise formal public consultation with our customers as required. Choice and Coordination of Services As part of Wexford County Council’s commitment to continually review and improve its services, taking into account the needs of its customers, it provides the following – - A choice of account payment methods, including payment by credit/debit cards or by the GIRO/Billpay system through each local Post Office or Pay Point in participating retail outlets. Details of Billpay can be obtained in a leaflet available at County Hall, each Area Office and on our website, www.wexford.ie. - Online customer accounts service which allows the Council’s debtors to pay and view their accounts online. - Lunchtime opening of selected offices: Motor Tax – open daily from 9 a.m. to 4 p.m. Monday to Friday. Planning – open daily from 9.30 a.m. to 4.30 p.m. Monday to Friday. - Decentralisation of services from County Hall Headquarters to each electoral area and greater harmonisation of service delivery between the Town Authorities and the County Council. Information Technology initiatives will actively support these developments. - Coordination of services through implementation of the County Development Board’s 10 year County-wide strategy – “Remodelling the Model County” : A strategy for the Economic, Social and Cultural Development of County Wexford 2002 - 2012. The Customer Service Action Plan will be subject to ongoing review and amendment. Complaints and Appeals Procedures Wexford County Council is committed to delivering a first class quality service in an open and transparent manner, with courtesy and sensitivity. On occasion, we may not achieve the high standards of service that you expect. If you are not satisfied, or are not happy with a decision that we have made, you should let us know and we will deal with the matter promptly, impartially and in confidence. The following sets out the Council’s procedures for dealing with Complaints/Appeals – What issues are covered? This procedure concerns complaints or appeals relating to delays, mistakes, decisions, level of service or failure to meet requirements of the Sectoral Plan under the Disability Act 2005. What issues are not covered? This procedure does not apply to the following – - matters for which there is a statutory right of appeal e.g. planning decisions, freedom of information decisions; - requests for information. Who do I contact to make a complaint or an appeal? - In the first instance, the matter should be brought to the attention of the staff in the section concerned. You should provide as much information as possible. The staff will try to resolve the matter without delay. In most cases, any disputes, misunderstandings and mistakes can be resolved in this way. - If the matter cannot be resolved by our staff, or you are not happy with their response, you can write to the Senior Officer responsible for the service who will re-examine your complaint and advise you of the outcome. All complaints will be acknowledged within 5 working days of receipt. - A decision will normally be issued within 20 working days of receipt of a complaint. In a limited number of cases, a longer period may be required. If this occurs in your case, we will advise you and keep you updated. - In the event that you are still unhappy with the response, you may contact the County Secretary who will organise a review. The contact details are:County Secretary, Wexford County Council, Carricklawn, Wexford. Tel: 053 9196259 Fax: 053 9196065 E-mail: niall.mcdonnell@wexfordcoco.ie The review will be carried out by a senior member of staff not involved in the making of the first decision. It will be completed within 15 working days of receipt of the appeal. If you are still not satisfied, you may contact the Office of the Ombudsman. This Office will carry out a full independent examination of the matter. The contact details are:Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2. Tel: 01 6395600 Lo-Call: 1890 223 030 Fax: 01 6395674 E-mail: ombudsman@ombudsman.gov.ie Website: www.ombudsman.ie Who do I contact to make a complaint under the Disability Act 2005? If you wish to complain about a failure on the part of the Council to comply with the requirements set out in sections 25-29 of the Disability Act 2005 i.e. accessibility of the Council’s public buildings; accessibility of heritage sites in the Council’s ownership, management or control; mainstreaming of services; provision of information or provision of assistance to people with disabilities in accessing services, you should contact the County Secretary. You are asked to supply as much information as possible at the outset. A spouse, parent, relative, guardian or other person acting in place of a parent, a legal representative or a personal advocate assigned by the Citizens Information Board can make a complaint on your behalf. The County Secretary will conduct an investigation and you will be notified of the results of the investigation. The contact details are:County Secretary, Wexford County Council, Carricklawn, Wexford. Tel: 053 9196259 Fax: 053 9196065 E-mail: niall.mcdonnell@wexfordcoco.ie If you are not satisfied with the outcome of the investigation, you may contact the Office of the Ombudsman. This Office will carry out a full independent examination of the matter. The contact details are:Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2. Tel: 01 6395600 Lo-Call: 1890 223 030 Fax: 01 6395674 E-mail: ombudsman@ombudsman.gov.ie Website: www.ombudsman.ie Who do I contact to make a claim of discrimination under the Equal Status Acts 2000 to 2004? You must notify the Council, in writing, within two months of the most recent occurrence of the discrimination. Your claim is not valid unless you do so. The notice must identify the nature of the claim and the intent to seek redress. Questions can be included in the notice for the purpose of obtaining information which is relevant to your case. You can use form ES.1, available on request from the Equality Tribunal, 3 Clonmel Street, Dublin 2. Tel: 01 477 4100 Lo-Call: 1890 34 44 24 Fax: 01 477 4141 E-mail: info@equalitytribunal.ie Website: www.equalitytribunal.ie Notices should be sent to –County Secretary, Wexford County Council, Carricklawn, Wexford. If there is no reply, or if you are not happy with the reply, the claim may be referred to the Equality Tribunal. This must be done within six months of the discrimination. You can use form ES.3, available on request from the Equality Tribunal, 3 Clonmel Street, Dublin 2. Tel: 01 477 4100 Lo-Call: 1890 34 44 24 Fax: 01 477 4141 E-mail: info@equalitytribunal.ie Website: www.equalitytribunal.ie The County Secretary will monitor and follow up the situation after a complaint is made, so that discrimination does not recur.
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Clár Ábhar Réamhrá Is é Comhairle Chontae Loch Garman an príomhúdarás áitiúil i gContae Loch Garman. Cé go bhfuilimid freagrach as forbairt bhonneagar an Chontae, an phríomhfheidhm atá againn ná seirbhís a sholáthar don phobal. Táimid tiomanta do sheirbhís ardchaighdeáin den chéad scoth a sholáthar dár gcustaiméirí uile. Tuigimid freisin go gcaithfidh an tiomantas sin a bheith ag croílár an fhreagra a thugaimid ar na héilimh a dhéantar orainn a bhíonn ag dul i méid i gcónaí. Tá roinnt feabhsuithe curtha ar chaighdeáin an chúraim a thugaimid do chustaiméirí cheana féin, agus tá sé ar intinn againn leanúint ar aghaidh leis an bpróiseas sin ar bhonn leanúnach. Cé hé an Custaiméir? Is iad ár gcustaiméirí baill an phobail a bhuaileann isteach chuig ár n-oifigí i bpearsain, a scríobhann chugainn, a chuireann glaoch teileafóin orainn nó a sheolann ríomhphost chugainn, agus úsáideoirí uile ár seirbhísí, agus an beartas atá againn ná cabhrú leo ar bhealach an‑ghairmiúil. Tuigimid go bhfuil baill foirne ina gcustaiméirí inmheánacha agus déanaimid gach iarracht a chinntiú go dtugtar an tacaíocht chuí dóibh agus go ndéantar comhairliúchán leo i ndáil le saincheisteanna a bhaineann le seachadadh seirbhísí agus oiliúint agus tacaí do sheirbhís do chustaiméirí. Ráiteas ar Chaighdeáin Is eagraíocht dírithe ar chustaiméirí é Comhairle Chontae Loch Garman, agus tá sí tiomanta do na nithe seo a leanas – - seirbhísí feabhsaithe agus leathnaithe a thabhairt níos gaire do mhuintir Chontae Loch Garman; - na cearta maidir le cóireáil chomhionann arna mbunú ag an reachtaíocht chomhionannais uile a chinntiú agus freastal ar an éagsúlacht chun cur le comhionannas do gach aon duine; - bacainní ar rochtain ar sheirbhísí a aithint agus oibriú chun fáil réidh leo; - feabhas a chur ar cháilíocht na seirbhíse a sheachadtar do dhaoine faoi mhíchumas agus custaiméirí go ginearálta; agus - timpeallacht chomh-mheasa a chur chun cinn idir muid féin agus ár gcustaiméirí. Sa Phlean Gníomhaíochta seo um Sheirbhís do Chustaiméirí, leagaimid amach na prionsabail agus caighdeáin maidir le seirbhís do chustaiméirí a bheidh i bhfeidhm ar fud na heagraíochta. Leagaimid amach an nós imeachta chun déileáil le gearáin. Déantar iniúchadh agus monatóireacht iomlán ar na gearáin uile chun gur féidir bearta a chur i bhfeidhm chun fadhbanna a réiteach agus chun feabhas a chur ar sheachadadh seirbhíse. Seirbhísí Teileafóin - Cuireann ár dTeileafónaí seirbhís ar fáil idir 9 a.m. agus 5 p.m. Tá seirbhís d’éigeandálaí amháin ar fáil lasmuigh d’uaireanta oifige – 1890 666 777. - Cuirfidh ár dTeileafónaí do ghlaoch ar aghaidh ag an duine nó roinn chuí. - I gcás go mbeidh folínte fágtha gan feighil, beidh siad seo cláraithe chun teachtaireacht chuí a thabhairt agus do theachtaireacht a thaifeadadh chun go ndéileálfar leis níos déanaí, é sin nó cuirfear do ghlaoch ar aghaidh ag teileafón a bhfuil duine ann chun é a fhreagairt. Níor chóir, mar sin, go bhfágfaí glaoch ar bith gan freagra. - Tá uimhreacha díreacha ar fáil (i.e. 919 + folíne) chun nach gá do ghlaoiteoirí rialta dul tríd an lasc-chlár. Má tá folíne an duine nó na roinne a bhfuil rún agat dul i dteagmháil leis/léi ar eolas agat, féadfaidh tú an folíne a dhiailiú go díreach – 053 919xxxx. Féach an tAguisín leis an nós imeachta gearán chun liosta dár bpríomh-réimsí seirbhíse in ord aibítre agus de na huimhreacha folíne lena mbaineann a fháil. - I gcomhrá leat, beimid béasach agus múinte. - Mura mbeimid in ann do cheisteanna a fhreagairt ar an bpointe, déanfaimid nóta de do chuid sonraí agus aontóimid glaoch a chur ar ais ort ag am a oirfidh duitse. - Má chaithfimid do ghlaoch a aistriú chuig comhghleacaí, míneoimid cén fáth. Tabharfaimid ainm agus uimhir an duine sin duit agus cinnteoimid go n-aistreofar do ghlaoch i gceart. Comhfhreagras - Déanfaimid gach comhfhreagras, scríofa agus leictreonach, a admháil laistigh de 5 lá oibre óna fháil. - Tabharfaimid freagra cinnte, nuair is féidir, ar gach comhfhreagras taobh istigh de 20 lá oibre. - Mura féidir freagra cinnte a thabhairt taobh istigh den tréimhse seo, seolfaimid freagra eatramhach chugat ag míniú an cháis. Tabharfaidh tionscnaimh Teicneolaíocht Faisnéise tacaíocht ghníomhach do na socruithe seo. - Scríobhfaimid chugat i dteanga shimplí shoiléir agus ní úsáidfimid téarmaí teicniúla ach nuair is gá. - Déanfar an comhfhreagras scríofa uile i gcló Arial 12. - De ghnáth, tabharfaimid ár bhfreagraí ar an mbealach céanna ar a ndéanfar teagmháil linn i.e. freagra ríomhphoist ar fhiosrú ar ríomhphost, ach amháin má éilítear a mhalairt. - Déanfaimid cinnte go mbeidh ainm teagmhála, uimhir theileafóin dhíreach, uimhir facs agus seoladh ríomhphoist ar na litreacha uile. Bain úsáid as na sonraí seo chun teagmháil bhreise a dhéanamh linn. Cuairteanna ar ár nOifigí Agus muid ag déileáil leat - beimid béasach, múinte agus cothrom; - feidhmeoimid go tapa, gan mhoill mhíchuí; - feidhmeoimid i gceart, de réir an dlí nó na rialacha eile a rialaíonn do theidlíochtaí; - feidhmeoimid go híogair ag féachaint do do phríobháideacht; - seachnóimid claonadh bunaithe ar d’inscne, stádas pósta, stádas teaghlaigh, claonadh gnéasach, creideamh, aois, míchumas, cine, dath, bunús eitneach, cultúr, teanga, ballraíocht den Lucht Siúil, cáil nó toisc cé tú féin nó cén duine a bhfuil aithne agat air nó uirthi; - coinneoimid ár n-oifigí glan agus sábháilte, chun a chinntiú go gcomhlíontar caighdeáin cheirde agus sábháilteachta. Rochtain - Má tá tú chun cuairt a thabhairt ar ár n-oifigí, beimid sásta comhairle a chur ort faoina suíomh cruinn. - Má tá aon riachtanais speisialta agat, inis dúinn conas is féidir linn cabhrú leat roimh do chuairt, le do thoil, chun go mbeimid in ann an tseirbhís is fearr a sholáthar duit. - Déanfar obair oiriúnaithe bhreise ar fhoirgnimh reatha chun go mbeidh rochtain ag gach duine orthu nuair is féidir. Comhlíonfaidh foirgnimh nua dea-chleachtas maidir le dearadh ar son na hinrochtaineachta chun go mbeidh rochtain uilíoch ar na foirgnimh sin. - Déanfar comharthaíocht le haghaidh áiseanna do dhaoine faoi mhíchumas a athbhreithniú agus a fheabhsú, nuair is gá. - Déanfaidh Oifigeach Rochtana na Comhairle socrú do sholáthar cúnaimh agus treorach do dhaoine faoi mhíchumas chun cabhrú leo rochtain a fháil ar sheirbhísí. Is iad seo a leanas na sonraí teagmhála:Oifigeach Rochtana, Comhairle Chontae Loch Garman, An Charraig Leathan, Loch Garman. Teil.: 053 9196418 Facs: 053 9196030 Ríomhphost: caroline.horan@wexfordcoco.ie Uaireanta Oscailte Uaireanta Ginearálta Oifige: Mótarchánachas: Pleanáil: Oifig na bhFáltas: Eolas - I ngach teagmháil leat, beimid chomh cabhrach agus is féidir. - Beimid forghníomhach maidir le heolas ar ár seirbhísí a chur ar fáil duit atá soiléir, cruinn agus tráthúil, agus a chomhlíonann riachtanais daoine le riachtanais shonracha. - Déanfaimid iarracht a chinntiú go bhfuil gach eolas, foirm agus bileog éasca le tuiscint. - Déanfaimid ár ndícheall rialacha, rialacháin agus nósanna imeachta a shimpliú. - Coinneoimid taifid chuí a chuirfidh eolas soiléir, mionchruinn ar fáil. Cuirfear eolas agus ábhair eile a tháirgeann an eagraíocht agus a tháirgtear thar ceann na heagraíochta ar fáil ar bhealach cuí agus inrochtana ag custaiméirí, lena n-áirítear i bhformáidí éagsúla cosúil le Braille, formáid fuaime agus cló mór. Cabhróimid le custaiméirí a theastaíonn uathu a gcuid gnó a dhéanamh trí mheán na Gaeilge agus/nó go dátheangach chomh fada agus is féidir linn. Lena chois sin, déanfaimid cinnte go dtabharfar aghaidh éifeachtúil ar bhacainní teanga, lena n-áirítear trí leas a bhaint as teangairí, agus go gcuirfear teangaireacht teanga comharthaíochta ar fáil nuair is gá. Ní mór fógra a thabhairt 2 sheachtain roimh ré ar a laghad chun teangaireacht teanga comharthaíochta a shocrú. - Tá eolas ar ár seirbhísí uile ar fáil ar ár láithreán gréasáin, www.wexford.ie, i bhformáidí éagsúla. - Tá gach foilseachán tábhachtach ar fáil ar ár láithreán gréasáin, www.wexford.ie. - Tá bileoga eolais ar fáil chun cabhrú le fiosrúcháin a bhaineann le pleanáil, iasachtaí agus deontais tithíochta agus na seirbhísí leabharlainne. - Tá roinnt foirmeacha iarratais ar fáil ar ár láithreán gréasáin, www.wexford.ie. Tá foirmeacha iarratais ar fáil ónár n-oifigí ceantair, leabharlanna brainse agus ón tseirbhís leabharlainne shoghluaiste freisin. - Foilsítear fógraí speisialta sna nuachtáin náisiúnta agus áitiúla. - Úsáidtear raidió áitiúil go minic chun an pobal a chur ar an eolas faoi céard atá á dhéanamh againn. - Is féidir iarratais ar eolas a dhéanamh i bpearsain, le litir, le facs, ar theileafón nó ar ríomhphost. Cuirfear feabhas ar sholáthar eolais don phobal trí fheachtas meáin chumarsáide áitiúil níos réamhghníomhaí a chur i gcrích agus trí bhreisfhorbairt a dhéanamh ar shaoráidí idirghníomhacha ar an láithreán gréasáin. Cruinnithe Cuirfimid saoráidí den scoth ar fáil do chruinnithe poiblí. A mhéid is féidir, cuirfimid ionad inrochtana ar fáil. Nuair is indéanta, déanfaimid socruithe chun saoráidí eile a chur ar fáil chun freastal ar riachtanais daoine faoi mhíchumas, lena n-áirítear córas lúb ionduchtúcháin agus teangaireacht teanga comharthaíochta má iarrtar air. Comhionannas agus Éagsúlacht Tá Comhairle Chontae Loch Garman tiomanta do chomhionannas deiseanna a chur chun cinn le haghaidh a custaiméirí uile, freastal ar éagsúlacht, agus gach iarracht réasúnta a dhéanamh chun freastal ar riachtanais daoine faoi mhíchumas nuair atá seirbhísí á soláthar aici. Cosnaíonn na hAchtanna um Stádas Comhionann 2000 go 2004 ár gcustaiméirí ó idirdhealú, ciapadh agus ciapadh gnéasach agus iad ag fáil rochtana ar sheirbhísí na Comhairle, lena n-áirítear seirbhísí tithíochta. Déileálann na hAchtanna um Stádas Comhionann le hidirdhealú ar naoi bhforas – inscne, stádas pósta, stádas teaghlaigh, claonadh gnéasach, creideamh, aois, míchumas, cine, ballraíocht den Lucht Siúil. Ní ghlacann an Chomhairle le haon chineál idirdhealaithe agus ní ligfear leis. Déanfaidh an Chomhairle iarracht a chinntiú nach mbeidh custaiméirí faoi mhíchumas eisiata ag bacainní, lena n-áirítear bacainní fisiceacha, córasacha, cumarsáide agus dearcaidh. Is féidir tuilleadh eolais ar na hAchtanna um Stádas Comhionann 2000 go 2004 a fháil ó sheirbhís eolais an Údaráis Chomhionannais. Comhairliúchán Tá dualgas ar Chomhairle Chontae Loch Garman freastal ar a custaiméirí agus seirbhísí a sheachadadh agus a feidhmeanna a dhéanamh go héifeachtach agus go héifeachtúil. Is gné riachtanach den phróiseas sin é comhairliúchán a dhéanamh lenár gcustaiméirí. Táimid tiomanta do chomhairliúchán a dhéanamh lenár gcustaiméirí chun rannpháirtíocht a mbaineann brí leis don chustaiméir a chinntiú maidir le seirbhísí a fhorbairt, a sheachadadh agus a athbhreithniú. Cuirfimid fáilte mhór roimh aiseolas ónár gcustaiméirí. Is féidir leat dul i dteagmháil linn i bpearsain, tríd an bpost, ar theileafón, facs nó ríomhphost. Tá ár sonraí teagmhála ar fáil ag deireadh an Phlean Gníomhaíochta seo. Aithnítear na baill foirne uile mar chustaiméirí inmheánacha agus rachfar i gcomhairle leo maidir le saincheisteanna seachadta seirbhíse. Tá ról tábhachtach ag Comhpháirtíocht san Ionad Oibre i ndáil le comhairliúchán foirne. Comhairliúchán Leanúnach - Buaileann Oifigeach Cóiríochta an Lucht Siúil agus ár nOibrithe Sóisialta le pobal an Lucht Siúil go rialta chun a riachtanais a phlé agus chun obair a dhéanamh leis na riachtanais sin a chomhlíonadh ar shlí phraiticiúil. - Déanann ár mbaill tofa dlúthobair le heagraíochtaí áitiúla, leis na pobail ghnó agus feirmeoireachta agus le grúpaí forbartha nuair atá beartas á chumadh trí mheán na gCoistí um Beartas Straitéiseach. - Leagann an Bord Forbartha Contae béim láidir ar an tábhacht a bhaineann le hionchur ó ionadaithe pobail agus ó ghníomhaireachtaí eile agus é ag iarraidh seachadadh seirbhísí a fheabhsú agus cuimsiú sóisialta a chur chun cinn, lena n-áirítear i ndáil le daoine faoi mhíchumas. - Déanann an tSeirbhís Leabharlainne agus an Oifig Ealaíon go leor oibre i gcomhairle le pobail áitiúla agus tugann siad tacaíocht nach beag do thionscadail i dtéarmaí eolais, riaracháin agus comhordaithe. - Bíonn ár nOifigeach Rochtana ag déanamh comhairliúcháin le grúpaí a dhéanann ionadaíocht ar dhaoine faoi mhíchumas i ndáil le hinrochtaineacht foirgneamh poiblí, seirbhísí agus eolais. - Déanann ár bhfoireann suirbhéanna ar chustaiméirí ó am go ham agus tugann siad aird ar aon aiseolas chun cabhrú leo feabhas a chur ar sheirbhís do chustaiméirí. - Eagraíonn ár bhfoireann comhairliúchán poiblí foirmiúil lenár gcustaiméirí de réir mar is gá. Rogha agus Comhordú Seirbhísí Mar chuid de thiomantas Chomhairle Chontae Loch Garman d’athbhreithniú agus feabhsú leanúnach a cuid seirbhísí, ag tabhairt airde ar riachtanais a custaiméirí, cuireann sí na nithe seo a leanas ar fáil – - Rogha de mhodhanna íocaíochta cuntas, lena n-áirítear íoc le cártaí creidmheasa/dochair nó tríd an gcóras GIRO/Billpay ag gach Oifig an Phoist áitiúil nó Pointe Íocaíochta sna miondíolaí ina bhfuil an seirbhís seo ar fáil. Is féidir sonraí de Billpay a fháil i mbileog ar fáil ag Halla an Chontae, gach Oifig Ceantair agus ar ár láithreán gréasáin, www.wexford.ie. - Seirbhís cuntas ar líne do chustaiméirí a chuireann ar chumas féichiúnaithe na Comhairle a gcuntais a íoc agus a fheiceáil ar líne. - Oscailt oifigí roghnaithe ag am lóin: Mótarchánachas – ar oscailt gach lá ó 9 a.m. go 4 p.m. Luan go hAoine. Pleanáil – ar oscailt gach lá ó 9.30 a.m. go 4.30 p.m. Luan go hAoine. - Seirbhísí a dhílárú ó Cheanncheathrú Halla an Chontae chuig gach toghcheantar agus comhchuibhiú breise seachadta seirbhíse idir na hÚdaráis Bhaile agus an Chomhairle Chontae. Tabharfaidh tionscnaimh Teicneolaíocht Faisnéise tacaíocht ghníomhach do na forbairtí seo. - Seirbhísí a chomhordú trí straitéis 10 mbliana an Bhoird Forbartha Contae a bhaineann leis an gcontae uile ar a dtugtar “Remodelling the Model County” : Straitéis d’Fhorbairt Eacnamaíoch, Shóisialta agus Chultúrtha Chontae Loch Garman 2002 - 2012, a chur i bhfeidhm. Déanfar athbhreithnithe agus leasuithe leanúnacha ar an bPlean Gníomhaíochta um Sheirbhís do Chustaiméirí. Nósanna Imeachta Gearán agus Achomharc Tá Comhairle Chontae Loch Garman tiomanta do sheirbhís den chéad scoth a sholáthar ar bhealach oscailte agus trédhearcach le cúirtéis agus le híogaireacht. Ó am go ham, b’fhéidir nach gcuirfimid seirbhísí ar fáil ar na caighdeáin arda a bhíonn tú ag tnúth leo. Mura bhfuil tú sásta leis an tseirbhís a chuirimid ar fáil, nó le cinneadh a rinneamar, ba chóir duit é sin a chur in iúl dúinn agus déileálfaimid leis an gcás go sciobtha, go neamhchlaonta agus faoi rún. Leagann an méid seo a leanas amach nósanna imeachta na Comhairle chun déileáil le Gearáin/Achomhairc – Cé na saincheisteanna atá clúdaithe? Baineann an nós imeachta seo le gearáin nó achomhairc a bhaineann le moilleanna, botúin, cinntí, leibhéal seirbhíse nó teip riachtanais an Phlean Earnála faoin Acht um Míchumas 2005 a chomhlíonadh. Cé na saincheisteanna nach bhfuil clúdaithe? Níl feidhm ag an nós imeachta seo maidir leo seo a leanas – - ábhair a mbaineann ceart achomhairc reachtúil leo e.g. cinntí pleanála, cinntí saorála faisnéise; - iarratais ar eolas. Cé leis/léi a dhéanfaidh mé teagmháil chun gearán nó achomharc a dhéanamh? - Ar dtús, ba chóir duit aird na foirne sa roinn i gceist a tharraingt ar an ábhar. Ba chóir duit a mhéid eolais is féidir a sholáthar. Déanfaidh an fhoireann iarracht an scéal a réiteach go sciobtha. I bhformhór na gcásanna, is féidir teacht ar réiteach ar dhíospóidí, míthuiscintí agus botúin ar an mbealach seo. - Mura féidir lenár bhfoireann an t-ábhar a réiteach, nó mura bhfuil tú sásta lena bhfreagra, is féidir leat scríobh chuig an Oifigeach Sinsearach atá freagrach as an tseirbhís a dhéanfaidh athscrúdú ar do ghearán agus a chuirfidh tú ar an eolas faoin toradh air. Déanfar na gearáin uile a admháil laistigh de 5 lá oibre ó iad a fháil. - De ghnáth, eiseofar cinneadh laistigh de 20 lá oibre ó fhaightear gearán. I líon beag cásanna, beidh tréimhse níos faide riachtanach. Má tharlaíonn sé sin i do chás, cuirfimid agus coinneoimid ar an eolas thú. - Má tharlaíonn sé nach bhfuil tú sásta leis an bhfreagra fós, féadfaidh tú teagmháil a dhéanamh leis an Rúnaí Contae agus eagróidh sé/sí athbhreithniú. Is iad seo a leanas na sonraí teagmhála:An Rúnaí Contae, Comhairle Chontae Loch Garman, An Charraig Leathan, Loch Garman. Teil.: 053 9196259 Facs: 053 9196065 Ríomhphost: niall.mcdonnell@wexfordcoco.ie Déanfaidh ball sinsearach foirne nach raibh baint aige/aici leis an gcéad chinneadh an t-athbhreithniú. Críochnófar é laistigh de 15 lá oibre ó fhaightear an t-achomharc. Mura bhfuil tú sásta fós, féadfaidh tú teagmháil a dhéanamh le hOifig an Ombudsman. Déanfaidh an Oifig sin scrúdú iomlán neamhspleách ar an ábhar. Is iad seo a leanas na sonraí teagmhála:Oifig an Ombudsman, 18 Sráid Líosain Íochtarach, Baile Átha Cliath 2. Teil.: 01 6395600 Íosghlao: 1890 223 030 Facs: 01 6395674 Ríomhphost: ombudsman@ombudsman.gov.ie Láithreán Gréasáin: www.ombudsman.ie Cé leis/léi a dhéanfaidh mé teagmháil chun gearán a dhéanamh faoin Acht um Míchumas 2005? Má theastaíonn uait gearán a dhéanamh faoi theip na Comhairle riachtanais leagtha amach in ailt 25-29 den Acht um Míchumas 2005 a chomhlíonadh i.e. inrochtaineacht fhoirgnimh phoiblí na Comhairle; inrochtaineacht láithreáin oidhreachta faoi úinéireacht, bainistíocht nó smacht na Comhairle; príomhshruthú seirbhísí; soláthar eolais nó cúnaimh do dhaoine faoi mhíchumas chun cabhrú leo rochtain a fháil ar sheirbhísí, ba chóir duit teagmháil a dhéanamh leis an Rúnaí Contae. Iarrtar ort a mhéid faisnéise agus is féidir a sholáthar ón tús. Féadann céile, tuismitheoir, gaol, caomhnóir nó duine eile ag feidhmiú in ionad tuismitheora, ionadaí dlíthiúil nó abhcóide pearsanta sannta duit ag an mBord um Fhaisnéis do Shaoránaigh gearán a dhéanamh thar do cheann. Déanfaidh an Rúnaí Contae iniúchadh agus cuirfear ar an eolas thú faoi thorthaí an iniúchta sin. Is iad seo a leanas na sonraí teagmhála:An Rúnaí Contae, Comhairle Chontae Loch Garman, An Charraig Leathan, Loch Garman. Teil.: 053 9196259 Facs: 053 9196065 Ríomhphost: niall.mcdonnell@wexfordcoco.ie Mura bhfuil tú sásta le toradh an iniúchta, is féidir leat teagmháil a dhéanamh le hOifig an Ombudsman. Déanfaidh an Oifig sin scrúdú iomlán neamhspleách ar an ábhar. Is iad seo a leanas na sonraí teagmhála:Oifig an Ombudsman, 18 Sráid Líosain Íochtarach, Baile Átha Cliath 2. Teil.: 01 6395600 Íosghlao: 1890 223 030 Facs: 01 6395674 Ríomhphost: ombudsman@ombudsman.gov.ie Láithreán Gréasáin: www.ombudsman.ie Cé leis/léi a dhéanfaidh mé teagmháil chun éileamh d’idirdhealú a dhéanamh faoi na hAchtanna um Stádas Comhionann 2000 go 2004? Ní mór duit an Chomhairle a chur ar an eolas, i scríbhinn, laistigh de dhá mhí ón uair dheireanach a tharla an t-idirdhealú. Níl d’éileamh bailí mura ndéanann tú é sin. Ní mór don fhógra cineál an éilimh agus an rún sásamh a lorg a chur in iúl. Féadtar ceisteanna a chur san áireamh san fhógra chun eolas a fháil a bhaineann le do chás. Is féidir leat foirm ES.1 a úsáid, atá ar fáil ar iarratas ón mBinse Comhionannais, 3 Sráid Chluain Meala, BÁC 2.Teil.: 01 477 4100 Íosghlao: 1890 34 44 24 Facs: 01 477 4141 Ríomhphost: info@equalitytribunal.ie Láithreán Gréasáin: www.equalitytribunal.ie Ba chóir aighneachtaí a sheoladh chuig –An Rúnaí Contae, Comhairle Chontae Loch Garman, An Charraig Leathan, Loch Garman. Mura fhaigheann tú freagra, nó mura bhfuil tú sásta leis an bhfreagra, féadfar an t-éileamh a tharchur chuig an mBinse Comhionannais. Ní mór é sin a dhéanamh laistigh de shé mhí ó tharla an t-idirdhealú. Is féidir leat foirm ES.1 a úsáid, atá ar fáil ar iarratas ón mBinse Comhionannais, 3 Sráid Chluain Meala, BÁC 2.Teil.: 01 477 4100 Íosghlao: 1890 34 44 24 Facs: 01 477 4141 Ríomhphost: info@equalitytribunal.ie Láithreán Gréasáin: www.equalitytribunal.ie Déanfaidh an Rúnaí Contae monatóireacht agus iar-obair ar an gcás i ndiaidh gearáin ionas nach dtarlóidh idirdhealú arís.