Access to Quality Customer Services

Guideline 1 Commitment

The organisation is committed to improving accessibility to their public services.

Criteria to be met:

  • 1.1 Management has overseen the development of, and promotes the organisation’s commitment to, improved accessibility;
  • 1.2 The organisation consults people with disabilities and their organisations in relation to accessibility matters.

Guideline 2 Equality and Positive Action

The organisation ensures that the rights to equal treatment and positive action, as provided for in equality legislation, are met.

Criteria to be met:

  • 2.1 The organisation has an Equality/Equal Status policy in place to ensure that the rights to equal treatment as provided for in legislation are met;
  • 2.2 The organisation has measures in place to support access by people with disabilities to their services, as provided for in disability legislation. (See Appendix 1)

Guideline 3 Human Resource Management

The organisation’s Human Resource Management policies, procedures and practices support all steps for improving in the delivery of more accessible services.

Criteria to be met:

  • 3.1 The organisation has a high standard of achievement in relation to Part 5 of the Disability Act, 2005; (See Appendix 1)
  • 3.2 Reasonable accommodations are made to meet the needs of employees with disabilities;
  • 3.3 Equality/Disability training, designed in consultation with people with disabilities, is provided for relevant staff.

Guideline 4 Procurement

The organisation is committed to the procurement of equipment and/or services that, whenever possible, are accessible to all.

Criterion to be met:

  • 4.1 Accessibility is a criterion in the tender process.

Guideline 5 Customer Service

The organisation ensures that the ‘12 Principles of Quality Customer Service for Customers and Clients of the public service [1] continue to be implemented.

Criteria to be met:

  • 5.1 The organisation has a Customer Charter which is publishedand promoted in all public offices of the organisation;
  • 5.2 The organisation has communicated and promoted a complaints procedure in relation to the Charter.

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