Table of Contents - Mayo County Council

Table of Contents
Page 2
Page 5
Page 8
Page 11
Customer Care Charter
Cairt Chúram Chustaiméirí (Customer Care Charter as Gaelige)
Customer Complaints Procedure
Directors of Services and Heads of Section Contact Information

Mayo Local Authorities mission is to ‘improve the quality of life for people living in Mayo
and enhance the attractiveness of the County as a place to live in, work, enjoy, visit and
invest’. This vision is underpinned by our core values, the democratic mandate of the
elected members, and is translated into strategic goals, supporting goals and strategies
in the Corporate Plan 2005-2009 “Leading the Way Ahead”.
In pursuance of the commitment given in Mayo Local Authorities Corporate Plan 2005–
2009 “Leading the Way Ahead” to put in place a Customer Care Charter which would
contribute to delivering a better service to the public, this Customer Care Charter has
been prepared following consultation within Mayo Local Authorities.
Mayo Local Authorities provide a diverse range of services to the people of the County
and it is our aim to provide a high level of quality service to meet the needs of our
customers.
OUR COMMITMENT TO YOU
We are committed to providing an excellent quality service to all our customers in an
efficient, effective and caring manner.
COURTESY AND CONSIDERATION
We undertake to :-
−
−
−
−
deal with you promptly and in a courteous manner;
treat everyone fairly and with respect;
give you the best possible service and provide helpful advice;
provide privacy and confidentiality, where necessary.
OPENNESS AND IMPARTIALITY

We undertake to :-
−
−
−
be honest and open in dealing with you;
discuss any aspect of your dealings with us;
explain the decision-making procedures.
OUR PERFORMANCE
We undertake to :-
−
−
monitor and evaluate our performance;
examine the development and delivery of our services in order to meet the needs of
all customers;
−
−
provide trained staff to ensure quality service delivery;
maximise the benefits of Information Technology to continuously improve service
delivery.
ACCESS AND COMMUNICATION
We will :-
−
ensure that all our offices are accessible for people with disabilities and special
needs and comply with all occupational and safety standards;
−
−
deal with your telephone call as quickly as possible;
respond to all written queries in clear plain language within 10 days. If we cannot do
this, we will write to explain why and advise you when you can expect a full reply;
−
−
explain in a precise manner the information requested by you;
use simple clear language in all application forms and information leaflets.
CONSULTATION
Mayo County Council will carry out Customer Satisfaction Surveys on an ongoing basis
to better improve our service for the future.

SERVICE IN IRISH
We will aim to ensure that :-
−
−
customers who wish to conduct their business in Irish can do so;
documents are available in Irish and English.
Help us to Help you
You can help us by :-
−
quoting reference numbers, if known, when writing or telephoning us regarding an
existing application or query;
−
providing a daytime telephone number or email address in your correspondence if
available;
−
−
−
treating all our staff politely and with courtesy;
making comments, complaints or suggestions about the services you receive;
by letting us know when we do something well.
Mayo Local Authorities have in place a Customer Complaints Procedure for customers
dissatisfied with the quality of service received. A copy of same can be obtained in all
our public offices and on our website www.mayococo.ie.

CAIRT CHÚRAM CHUSTAIMÉIRÍ
Is é misean Údaráis Áitiúla Mhaigh Eo ná 'feabhas a chur ar chaighdeán maireachtála daoine a bhfuil cónaí orthu
i Maigh Eo agus cur le mealltacht an Chontae mar áit chun cónaí ann, chun saothrú ann, taitneamh a bhaint
as, cuairt a thabhairt air agus chun infheistíocht a dhéanamh ann'. Tá an fhís seo tógtha ar ár mbun
luachanna cúraim, ar shainordú daonlathach na mball tofa, agus aistrítear í go spriocanna straitéiseacha, ag tacú
le spriocanna agus le straitéis ins an bPlean Corparáideach 2005-2009 "Ag treorú an tSlí Chun Cinn".
Ag leanacht leis an ghealltanas tugtha i bPlean Corparáideach Údaráis Áitiúla Mhaigh Eo 2005-2009 "Ag treorú
an tSlí Chun Cinn" chun Cairt Chúraim Chustaiméirí a chur in áit a chuirfeadh le seirbhís níos fearr a
sholáthar don bpobal, tá an Chairt Chúraim Chustaiméirí seo curtha le chéile tar éis a bheith i gcomhairle laistigh
d'Údaráis Áitiúla Mhaigh Eo.
Déanann Údaráis Áitiúla Mhaigh Eo réimse ilghnéitheach seirbhísí a sholáthar do mhuintir an Chontae agus is
é ár gcuspóir ná ard leibhéal seirbhíse fiúntaí a sholáthar chun riachtanais ár gcustaiméirí a shásamh.
ÁR nGEALLTANAS DUIT-SE
Táimid tugtha do sheirbhís ard fhiúntach a sholáthar d'ár gcustaiméirí uilig ar dhóigh éifeachtach, inniúil agus
chúramach.
CÚIRTÉIS AGUS TUISCINT
Glacaimid orainn féin:
- déileáil leat gan mhoill agus ar dhóigh chúirtéiseach;
- meas agus cothromaíocht a thaispeáint do gach duine;
- an tseirbhís is fearr agus is féidir a thabhairt duit agus comhairle chuiditheach a sholáthar;
- príobháideacht agus rúndacht a sholáthar, de réir mar a bheidh riachtanach.
OSCAILTEACHT AGUS COTHROMAS
Glacaimid orainn féin:
- a bheith ionraic i ndéileáil leat;
- aon ghné dod' ghnó linn a phlé;
- na modhanna déanta-cinnidh a mhíniú.
ÁR bhFEIDHMIÚ
Glacaimid orainn féin:
- monatóireacht agus luacháil a dhéanamh ar ár bhfeidhmiú;
- scrúdú a dhéanamh ar fhorbairt agus ar sheachadadh ár seirbhísí chun riachtanais chustaiméirí uilig a
shásamh;
- foireann oilte a sholáthar chun seachadadh seirbhíse fiúntaí a chinntiú;
- buntáistí Teicneolaíochta Eolais a uasmhéadú chun feabhas leanúnach a chur ar sheachadadh
seirbhíse.

INSROICHTEACHT AGUS CUMARSÁID
Déanfaimid:
- a chinntiú go bhfuil ár n-oifigí uilig ar fáil do dhaoine le míchumais agus riachtanais speisialta agus go
bhfuil siad de réir chaighdeáin uilig cheirde agus sábháilteachta;
- do ghlaoch teileafóin a láimhseáil chomh luath agus is féidir;
- fiosruithe scríofa uilig a fhreagairt i dteanga shoiléir laistigh de 10 lá. Muna féidir linn seo a dhéanamh,
scríobhfaimid ag míniú cén fáth agus ag rá leat cén uair ar féidir leat a bheith ag súil le freagra iomlán;
- a mhíniú ar dhóigh chruinn an t-eolas a d'iarr tú;
- téarmaíocht shimplí shoiléir a úsáid i bhfoirmeacha iarratais agus i mbileoga uilig.
DUL i gCOMHAIRLE
Déanfaidh Comhairle Chontae Mhaigh Eo Suirbhéireachta Sástachta Custaiméirí a reáchtáil ar bhonn leanúnach
le feabhas breise a chur ar ár seirbhísí don am atá le teacht.
SEIRBHÍS TRÍ GHAEILGE
Díreoimid ar a chinntiú:
- go mbeidh ar chumas custaiméirí ar mhian leo a ghnó a reáchtáil trí Ghaeilge é sin a dhéanamh.
- go mbeidh doiciméadaí ar fáil i nGaeilge agus i mBéarla.
Cuidigh linn Chuidiú leat
D'fhéadfá cuidiú linn trí:
- uimhreacha tagartha a lua, más eol duit iad, agus tú ag scríobh chugainn nó ag cur glaoch teileafóin
orainn maidir le hiarratas nó le fiosrú;
- uimhir theileafóin lae nó seoladh ríomhphoist a sholáthar i do chomhfhreagras, má tá a leithéid ar fáil;
- chaitheamh go deá-bhéasach agus go cúirtéiseach lenár bhfoireann;
- ráitis, ghearáin nó mholtaí a dhéanamh maidir leis na seirbhísí a fhaigheann tú;
- chur in iúl dúinn nuair a dhéanaimid rud éigin go maith.
Tá Modh Gearáin do Chustaiméirí in áit ag Údaráis Áitiúla Mhaigh Eo do chustaiméirí atá míshásta le caighdeán
na seirbhíse a fhaightear. Is féidir cóip de seo a fháil in ár n-oifigí poiblí uilig agus ar ár suíomhlíon
www.mayococo.ie.

CUSTOMER COMPLAINTS PROCEDURE
In pursuance of the commitments set out in our Customer Care Charter, Mayo Local
Authorities have put in place a procedure to assist you as customer in giving us feedback
in relation to the services we provide and addressing any complaints.
Definition of complaint:
1. No other avenue of appeal open e.g. planning decisions excluded – appeal to An
Bord Pleanala; FOI excluded – appeal to Information Commissioner etc.
and
2. Service or action must have been requested previously and the response
received, was, in the opinion of the complainant:
(a)
(b)
(c)
(d)
not in accordance with the rules, practice, or policy of the
organization;
not in accordance with the generally accepted principles of equity
and good administration;
adversely affects the person concerned; or
no response received.
Details of the complaints procedure are set out hereunder:
Mayo Local Authorities have put in place a simple three-step procedure dealing with
complaints:
Stage 1 - the informal approach:
In the first instance, it is best to speak or write to the person you have been dealing with
and explain your complaint. Most problems can be resolved this way.
Stage 2 – contact the Department Head:
If you feel you need to pursue your complaint further, you may contact the Department
Head who will fully investigate the matter (list of Department Heads overleaf).
Stage 3 - contact the Director of Services:

If you feel your complaint has not been fully or fairly addressed by the Department
Head, you should complete and forward the prescribed complaint form to the Director of
Services of the relevant Directorate (list of Directors of Services and their Directorates
overleaf). The Director of Services will have the matter fully and impartially
investigated. Your complaint will be acknowledged within 5 working days and we will
aim to reply to your complaint within four weeks.
Office of the Ombudsman:
If you are dissatisfied with the final response regarding your complaint, you may contact
the Office of the Ombudsman. The details are as follows:
Office of the Ombudsman,
18 Lower Leeson Street,
Dublin 2.
Tel: 01 639 5600
Lo-Call: 1890 223 030
E-mail: ombudsman@ombudsman.irlgov.ie

COMPLAINTS OR COMMENTS FORM
You may use this form to make a complaint or comment about Mayo Local Authorities
services. This form may be handed in at any of our offices or posted to us directly
Name:
Address:
Tel No.:
Names of persons or Section previously contacted:
Please state your complaint/comments:
Signature:
Date:

DIRECTORS OF SERVICES
DIRECTORATE DIRECTOR OF SERVICES ADDRESS
Ballina/Swinford (incorporating Ballina Town Council and Swinford) Mr. Seamus Granahan Civic Offices, Arran Place, Ballina,
Westport/Belmullet (incorporating Westport Town Council and Newport) Mr. Peter Hynes Civic Offices, Altamount Street, Westport
Castlebar/Ballinrobe/Claremorris (incorporating Castlebar Town Council) Mr. Ray Norton Aras an Chontae, Castlebar
Corporate Affairs Mr. Joe Loftus Aras an Chontae, Castlebar
Capital Works and Roads Mr Joe Beirne (and County Engineer) Aras an Chontae, Castlebar
Finance Mr. Peter Duggan Aras an Chontae, Castlebar
Community & Enterprise Mr. John Coll McHale Retail Park, McHale Road. Castlebar
DEPARTMENT HEADS
DIRECTORATE NAME TITLE ADDRESS
Ballina/Swinford
Mr. Paul Benson Senior Executive Officer Civic Offices, Arran Place, Ballina
(incorporating Ballina Town Council and Mr. Noel Burke Senior Engineer As above
Swinford)
Ms. Carmel Murphy Town Clerk, Ballina Town Council As above
Ms. Mary Gordon Senior Staff Officer As above
Westport/Belmullet (incorporating
Westport Town Council and Newport)
Castlebar/Ballinrobe/Claremorris
(incorporating Castlebar Town Council)
Corporate Affairs
Capital Works and Roads
FINANCE
Community & Enterprise
Ms. Teresa Melia, Staff Officer, Swinford Area Davitt Place, Swinford
Mr. Martin Keating Senior Executive Officer Civic Offices, Altamount St., Westport
Mr. Stephen Verity A/Senior Engineer As above
Ms. Anne Moore Town Clerk, Westport Town Council As above
Ms. Patsy McNulty Senior Staff Officer As above
Mr. Padraig Brogan Senior Staff Officer, Belmullet Area Church Road, Belmullet
Mr. Padraig Flanagan Senior Executive Officer Aras an Chontae, Castlebar
Mr. Sean Smyth Senior Executive Officer, Environment As above
Mr. Patsy Bourke Senior Engineer As above
Ms. Marie Crowley Town Clerk, Castlebar Town Council Marsh House, Castlebar
Mr. Kieran Greally Senior Staff Officer, Claremorris Area Thornhill House, Ballyhaunis Road Claremorr
Ms. Kathleen Hussey Senior Staff Officer, Ballinrobe Area Kilmaine Road Ballinrobe
Ms. Loretta Reape Staff Officer, Castlebar Area Aras an Chontae, Castlebar
Mr. John Condon Senior Executive Officer Aras an Chontae Castlebar
Mr. Pat Carroll Head of Information Systems As above
Mr. Iain Douglas Senior Planner,Forward Planning As above
Mr. Austin Vaughan County Librarian Library Headquarters, Hopkins Way, Castleba
Mr. Seamus Murphy Chief Fire Officer Fire Station Headquarters Hopkins Road, Cas
Ms. Anne McCarthy Arts Officer Arts Office, McHale Retail Park., McHale Roa
Ms. Fiona Campbell Senior Staff Officer, Motor Tax Glenparke House, The Mall, Castlebar
Mr. Jude Walsh Administrative Officer,
Aras an Chontae, Castlebar
Higher Education Grants, Public Liability Claims,
Register of Electors
Ms. Mary McHugh Administrative Officer, Human Resources As above
Mr. Cyril Aitken Senior Executive Engineer, Planning Enforcement As above
Mr. Joe Moran Senior Staff Officer, Planning Section As above
Mr. Pat Commons Senior Executive Officer As above
Mr. Brian O’Reilly Senior Engineer, Water Services and Capital Works As above
Mr. Michael Mongan Senior Engineer, Roads As above
Mr. Tony McNulty Senior Engineer, Regional Design Office Glenparke House, The Mall, Castlebar
Mr. Gilbert Groarke Administrative Officer, Roads Aras an Chontae, Castlebar
Ms. Tracey McGee Management Accountant As above
Ms. Edel McCormack Financial Accountant As above
Mr. Declan Turnbull Community & Enterprise Development Officer McHale Retail Park, McHale Road, Castlebar
Mr. Neil Sheridan Community & Enterprise Development Officer As above
Mr. John Magee Community & Enterprise Development Officer As above