The Department of Justice and Equality Customer Service Charter 2016 – 2018
Purpose of this Charter

The purpose of this Customer Service Charter is to set out the standard of service and behaviour which should underpin our interactions with all customers.

Our Commitment to you

Providing a good service to our clients is very important to us and we aim to achieve this by:

In order to assist us in providing the best possible customer service it would be helpful if our customers would:

This fosters an environment of mutual respect between staff in the Department and those we serve.



We understand that members of the public can be experiencing some difficulties or stress but if callers become abusive, offensive or aggressive to staff members during a telephone call, staff may advise the caller that the call will be terminated if the unacceptable behaviour continues.

Written and Email Communication

Personal Callers

It must be noted that where customers call to any of our offices, which are not public offices, they may be asked to make an appointment, because of staff’s prior work commitments.

Disability Access Officer

The Department’s Access Officer is Mr. Seamus Callagy in accordance with Section 26(2) of the Disability Act.

The Access Officer is responsible for providing, arranging or co-ordinating assistance to persons with disabilities who wish to access the services provided by the Department of Justice. The Access Officer also acts as a point of contact for persons with disabilities who wish to access such services.


Services in Irish

We have staff throughout the organisation in order to provide a service through Irish and every effort will be made to facilitate persons who wish to conduct their business through the medium of Irish.

Seirbhís i nGaeilge

Déanfaidh an Roinn gach iarracht chun freastal ar dhaoine ar mian leo a ngnó a dhéanamh trí mheán na Gaeilge.

Help us to help you

Please let us know what you think of the service we provide by submitting comments, views and suggestions.  We will always endeavour to use this feedback to assist us in providing the best possible customer service.

If you were happy with the service provided please let us know.  It’s always nice to hear.

You can contact us at

Our Customer Service Action Plan 2016-2018 has also been published.

(Note: The publication of a Customer Service Charter is not intended to create new legal rights for customers).