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Customer Charter


To view the charter in Irish click here: Cairt Chustaiméara

The Charter below sets out the standards of service that our Customers can expect from NSAI.


1. The Service we provide is guided by our customer values:

a. We care about our customers.

b. We help our customers to define their requirements.

c. We are responsible and flexible within our commercial and
statutory function in meeting our customers' needs.

d. Our attitude towards customers is courteous, friendly and
attentive.


2. NSAI will deliver this quality service under the following headings:

Customer
This charter confers on members of the public and NSAI Staff the same levels of respect and courtesy.

Best Practice
Adopt best practice in the provision of services as set out in Sustaining Progress.

Customer Information
Promote public awareness of NSAI programmes. Customers can access information on NSAI services by contacting any of our offices around the country or by accessing the NSAI website.

Equality
Provide our services to all customers in a courteous, fair and impartial manner and in compliance with equality legislation. Facilitate access to NSAI services for people with disabilities.

Health, Safety and Welfare
Provide public offices that comply with occupational, safety and welfare standards.

Privacy and Confidentiality
All our dealings with our customers are conducted in a manner that respects their rights to privacy and confidentiality in so far as our statutory responsibilities will permit.

Consultation / Feedback
Listen to, value and consider carefully all views expressed and where
possible and within a realistic timescale, agree a way forward. NSAI
welcomes your comments, suggestions and views on any aspects of our services because this will help us to better satisfy your needs.

Promptness
Reply to all letters, queries, emails and voicemail promptly and efficiently. If the preparation of a reply requires more than 5 working days, NSAI will issue an acknowledgement to all messages / correspondence.

Queries
To deal with queries in an open, objective and fair manner every effort will be made, at local level, to resolve queries to the satisfaction of both the customer and NSAI.

NSAI also has a role in the pursuant of statutory obligation under the
Metrology Acts, 1980 to 1998 and will pursue these in accordance with this charter and legislation.

Customer Complaints
All customer complaints will be dealt with under the Customer Complaints Policy.


Reference:
National Standards Authority of Ireland Act, 1996

Industrial Development (Enterprise Ireland) Act, 1998

Agreement
The Executive Committee members agreed this document whilst the Trade Union Partnership Forum members agreed this document at the Industrial Relations Forum meeting on 6th April 2004.




Last Updated - [02 Aug 2007 @ 12:33:13]

NSAI
1 Swift Square,
Northwood,
Santry
Dublin 9, Ireland

Telephone: +353 1 807 3800
Fax: +353 1 807 3838
Email: nsai@nsai.ie

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