Customer Charter
Our Customer Charter defines and highlights the level of service you can expect from the Eastern Regional Fisheries Board.
Mission Statement
To ensure that the valuable natural resources of inland fisheries and sea angling are conserved, managed, developed and promoted in their own right and to support sustainable economic activity, recreational amenity and job creation.
Coming to see us
- We will provide access for all to a safe and clean environment
- On arrival you will be welcomed at reception and we will aim to keep waiting times to a minimum
- We aim to provide a private meeting room to discuss your query
- We will do our best to accommodate you if you do not have an appointment
Equality & Diversity
- We acknowledge the diversity of our customer base and will ensure all our customers receive the same high quality of service
- We guarantee our service will be delivered in an open and fair manner that represents best practice and complies with all appropriate legislation
Professionalism
- In all our dealings with customers we will be polite, courteous and professional
- We will conduct our business in an ethical and fair manner with minimum delay
Service through Irish
We aim to provide a service whereby:
- If you write to us in Irish we will reply in Irish
- We will make every effort to accommodate customers who wish to conduct their business through Irish
- We will publish key documents and reports in both English and Irish
- We plan to meet our commitments under the Official Languages Act, 2003 www.pobail.ie
- The Irish version of this leaflet can be downloaded here as a pdf file.
Communicating with us
Contact by telephone
- Staff will endeavour to answer your call as promptly as possible; our aim is to respond to calls within 20 seconds
- If the person you wish to speak to is unavailable, you may wish to leave a message with reception or use the voicemail option
- We will respond to all voicemail messages promptly, and as a general rule, aim to respond by the following day
Contact by email/written correspondence
- l We will aim to respond within 15 working days. If we are unable to make this deadline, we will write to explain why and tell you when you can expect a full reply
Please note during certain periods of the year, especially over the summer months, some of our staff will be involved in fieldwork and may not be in a position to reply within a short timeframe. You can be assured however that our staff will respond to you as quickly as possible on their return
Help us to help you
We can help you best if you:
- Provide any information which is relevant to your query
- Provide relevant documents and reference numbers
- Provide contact details in your correspondence
Providing Information
We will provide clear, accurate and up-to-date information Publicly available documents and information leaflets will be available from our offices and on our website
Our Website
We will ensure that our website is:
- Kept up to date
- Complies with the W3Cs Web Content Accessibility Guidelines
- Contains information relevant to our Customers
Feedback
Suggestions/Comments
- The ERFB is committed to consulting with its customers and to evaluating its services
You can help us by:
- Providing comments, suggestions or complaints regarding the service you receive
- Completing and returning any customer survey forms we may send you
Send your suggestion directly to the:
Customer Service Officer,
Eastern Regional Fisheries Board,
Station Road, Ballyshannon, Co Donegal.
Email: info@ERFB.ie
What to do if you are not happy
- If you are unhappy with the quality of service you have received, you have the right to complain
- All complaints will be dealt with promptly, fairly and impartially
- In the first instance, the complaint should be brought to the attention of the relevant staff or division
- If you are not satisfied with the initial response, you can direct your complaint to our Customer Service Officer. We will do our best to rectify the matter for you.
If you are not happy with our response you have the right to appeal to the
Office of the Ombudsman
18 Lower Leeson Street, Dublin 2
Phone: 01 678 5222, LoCall: 1890 223030
email: ombudsman@ombudsman.irlgov.ie
Evaluation and Reporting
We will develop and activate an evaluation and reporting system in order to monitor the delivery of our customer service standards, which will include:
- Customer consultation through the use of questionnaires and targeted focus group sessions
- Comment cards and suggestion boxes
- A feedback form on our web-site
We will report on our performance on our website
Where you will find us
We are located in Blackrock, Co. Dublin,
The Eastern Regional Fisheries Board,
15a Main Street, Blackrock,
Co. Dublin
Phone: 01 2787022 International: + 353 1
2787022
Fax: 01 22787025 International: + 353 1
22787025
Website: www.fishingireland.netEmail: info@erfb.ie