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  1. Customer Service Charter
  2. Customer Charter

Customer Charter

Customer Charter

We will meet your needs by:

  • Listening to you. We will respond to your concerns and treat you fairly and with respect.
  • Processing complaints efficiently. We will do all we can to ensure that your complaint is processed in a timely manner and that you have confidence in our decisions.
  • Being professional and courteous. We will abide by the principles of Quality Customer Service, do what we promise to do and endeavour to give you the right information in a timely manner.
  • We will make every effort to assist you if you wish to conduct your business with us through Irish.
  • Being open and honest at all times. We will answer your questions as fully as we can and will make sure our answers are as simple and easy-to-understand as possible.
  • Keeping you informed. We will be available to answer your questions in person, by telephone, by letter or electronically.
  • Involving you in our process. We will endeavour to ensure that complainants – including children, where appropriate – will have the opportunity to be heard and express their views on how their complaint is handled.
  • Protecting your privacy. We will keep accurate records of your dealings with us and keep those records safe. Fiosrú’s policies and procedures are fully compliant with the General Data Protection Regulation (GDPR) 2018 and all other relevant legislation.
  • We commit to dealing with you without discrimination or prejudice. We will strive to make sure that our service takes account of any special needs or requirements that you may have.
  • Being accessible. We will ensure our services are considerate of the needs of people with disabilities and make reasonable accommodations where required. You can contact our Access Officer by email at access.officer@fiosru.ie, or call 0818 600 800 or +353(1) 871 6727.

How We Treat People Who Contact Us

We are committed to treating everyone with respect and expect the same in return.

While we understand that people may be frustrated or upset, we do not tolerate abusive, offensive, or aggressive behaviour. Where necessary, we may adjust how we engage with individuals to ensure staff safety and wellbeing. Further information is set out in our Reasonable Engagement Policy which is available on our website (link for website copy).

How to Submit Comments or Complaints

Fiosrú aims to provide a high-quality service. Our staff are civil servants and are required to comply with the Civil Service Code of Standards and Behaviour. If you would like to submit comments or complaints about our service please contact us:

  • By Email: service@fiosru.ie
  • By Post: Customer Service, Fiosrú, 150 Abbey Street Upper, Dublin 1

If you feel our service has fallen short, we want to hear about it. We will handle your concerns fairly and in line with our Policy on Complaints of Alleged Maladministration (available on request). Further information is available on our website in the section “Complaints about Fiosrú”