Customer Service Charter
It is the mission of City of Galway Vocational Education Committee to provide and facilitate the provision of comprehensive and inclusive education opportunities and to promote, co-ordinate and contribute to the development of education services in Galway City.
This Charter sets out the nature and quality of Customer Service that clients and customers can expect from the City of Galway Vocational Education Committee. The City of Galway VEC and its staff are committed to providing to all its clients and customers a professional, efficient and independent service.
Equality and Diversity
The City of Galway Vocational Education Committee will ensure that the rights to equal treatment established by equality legislation are upheld in the delivery of our services. We will accommodate diversity, so that everybody will be fairly treated and contribute to equality for the groups covered by equality legislation (under grounds of gender, marital status, family status, sexual orientation, religious belief, age, disability, race and member of the Traveller Community). The City of Galway VEC will identify and work to eliminate barriers to access to services for people experiencing poverty and social exclusion, and for those facing geographic barriers to services.
Physical Access
The City of Galway Vocational Education Committee undertakes to provide clean, accessible public offices that ensure privacy, that comply with occupational and safety standards and, as part of this, will make every effort to facilitate access for people with disabilities and other specific needs.
Improve Delivery of Services
The City of Galway Vocational Education Committee undertakes to deliver quality services with courtesy, sensitivity and with the minimum of delay, fostering a climate of mutual respect between provider and customer. Contact names will be given in all communications to ensure ease of on-going transactions. If we cannot help you we will immediately refer you to services that can be of assistance.
Better Co-ordination
The City of Galway Vocational Education Committee undertakes to foster a more co-ordinated and integrated approach to the delivery of public services.
Internal Customer
The City of Galway Vocational Education Committee ensures staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.
Official Languages Equality
The City of Galway Vocational Educational Committee provides quality services through the medium of Irish and informs customers of their right to choose to be dealt with through one or other of the two official languages.
Information
The City of Galway Vocational Education Committee takes a proactive approach in providing information that is clear, timely and accurate, is available at all points of contact, and meets the requirements of people with specific needs. We ensure that the potential offered by Information Technology is fully availed of and that the information available on public services websites follows the guidelines on web publication. We will continue the drive for simplification of rules, regulations, forms, information leaflets and procedures.
Complaints / Appeals
The City of Galway Vocational Education Committee maintains a well-publicised, accessible, transparent and simple-to-use system of dealing both with complaints about the quality of service provided and appeal / review for customers dissatisfied with decisions in relation to services.
Consultation & Evaluation
The City of Galway Vocational Education Committee is committed to pursuing and developing meaningful consultation with and participation by, the customer in relation to the development, delivery and review of services.
Choice
The City of Galway Vocational Education Committee is committed to the provision of choice, where feasible, in service – including payment methods, location of contact points, opening hours and delivery times. It will use available and emerging technologies to ensure maximum access and choice and quality of service delivery.
Customer Comments
City of Galway VEC aims to provide a high quality service to its customers; in order to enable us to continue to do this we would welcome your comments.
Please complete the Comment Card below and post it to:
Joan Kilcommons
Customer Services Representative
City of Galway VEC
Island House
Cathedral Square
Galway
or post in our comment card box at reception.
You may also contact us at customer.service@cgvec.ie
Customer Comment Card (pdf, 121 kbs)