Customer Charter

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We are committed to delivering a high quality of customer service to you.

We will:

  • Treat you with courtesy and respect.
  • Inform you of your rights and entitlements.
  • Plan and deliver our services so you can access them in a way that suits you best.
  • Plan and deliver our employer services to ensure you can support people into employment.
  • Protect your information.
  • Respect your right to privacy.
  • Consult with you to establish your needs when developing, delivering and reviewing our services.
  • Provide redress when you have a complaint.

Social Contract - rights and responsibilities for job seekers:

  • A Social Contract for job seekers will ensure that you understand that with rights (to income support) come responsibilities (to engage).
  • You will be expected to sign and honour a commitment to actively engage with the Department’s staff on your agreed personal progression plan.
  • Failure to honour this commitment may lead to a reduction or ultimately a withdrawal of your payments.

Help us to help you

  • Treat our staff in a respectful and courteous manner.
  • Have your PPS number or employer number to hand when you visit or call us.
  • Give us full and accurate information relating to your query and tell us promptly if your circumstances change as your entitlements may be affected.
  • Bring suitable photo ID or your Public Services Card when you visit our offices.
  • Engage with us to help you access the most suitable service for you.
  • Complete all forms and bring all documents needed for your appointment.

We value your opinion

Let us know what you think of the service we provide:

  • Talk to a member of staff in a Social Welfare Local Office or Intreo Centre.
  • Visit the Contact Us area of
  • Call us on LoCall 1890 66 22 44 or (071) 919 3302.
  • Write to Customer Services, Social Welfare Services, College Road, Sligo.

We will deal with any complaint promptly, fairly and impartially.

Last modified:21/03/2013

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