Quality Customer Service
Delivery of a Quality Customer Service is an integral part of the Department's objectives and this is reflected in key policy documents. Our current Quality Customer Action Plan details the measures which will be taken to give effect to the Principles of Quality Customer Services.
Statement of Strategy 2003-2005
High Level Objective 6
To continue to develop the capacity of our organisation and people to ensure delivery of a quality service to our customers.
The following documents have been developed in support of our Quality Customer Service ethos. All are available in Irish and English.
- Customer Charter, published March 2004
- Customer complaints and appeals procedure
- Principles of Quality Customer Services - for customers and clients of the public service
- Quality Customer Service Action Plan 2005 to 2007
Contact Details
Postal Address: Customer Services Unit, Dept of Health, Hawkins House, Dublin 2
Telephone: + 353 1 635 3000
Fax: + 353 1 635 3124
Hours of business (excluding public holidays): Monday to Friday: 9.30am to 4.30pm
Queries can be submitted to the Department of Health at any time using our contact form. We will try to respond speedily - in line with the time commitments published in our Customer Charter. Where appropriate, queries may have to be referred to relevant sections/divisions or to other Departments/Agencies.
Comment Cards
Comment cards are available at all of our public offices. Your views, comments and suggestions are important to us in providing better services or improving existing ones. All comments are read and acted upon.
Access Officer under the Disability Act 2005
The Disability Act 2005 provides a statutory basis for making public buildings, services and information accessible to people with disabilities.
Under Section 26(2) of the Disability Act, 2005 each public body is required to appoint an Access Officer.
Access Officers are responsible for providing or arranging for and co-ordinating the provision of assistance and guidance to persons with disabilities in accessing its services and generally to act as a point of contact for people with disabilities wishing to access such services.
The Access Officer for the Department of Health is Helen O'Brien.
Contact details:
Address: HR unit, Department of Health, Hawkins House, Dublin 2.
Phone:01 6353020
E-mail helen_o'brien@health.gov.ie (helen_o'brien@health.gov.ie)
Inquiry Officer under the Disability Act 2005 Any individual can make a complaint to the Inquiry Officer if the Department of the Health has not complied with sections 25, 26, 27 or 28 of the Disability Act 2005.
A complaint can be made in writing, by phone, fax, e-mail, or with an assistant.
The Inquiry Officer will carry out investigations in private and will produce a report which will say:
- if your complaint is valid,
- whether there has been a failure by the Department of Health concerning your complaint.
Where a failure has happened, it will outline the steps to be taken to ensure future compliance. This report will be made available to the Secretary General of the Department and to the person who makes the complaint.The Inquiry Officer function in the Department of Health is undertaken by the Complaints Officer whose contact details are as follows:
Department of Health
Hawkins House
FREEPOST
Dublin 2
Tel: (01) 635 3111
LoCall 1890 200 311
Email: complaints@health.gov.ie
Information you need to provide
By providing the following information you can help to speed up the investigation of your complaint.
- Your name, address and, if you don’t mind us contacting you by phone, your telephone number;
- Exactly what you are dissatisfied with;
- The name of the official(s) or sections(s) who dealt with you.
- If your complaint is complicated, you may find it best to put it in writing so that no important detail is overlooked. Remember to send us copies of all relevant documentation/ correspondence that you may have.
- If you have special needs that may affect your ability to make a complaint, please let us know at the earliest opportunity. We will make every effort to assist you.
