Customer charter

Principles for service delivery

To achieve the objectives of our Charter, we will uphold the following principles:

Quality customer service interactions

We will deal with you in a professional manner in our communications across all of our channels of contact.

We will provide quality services whether you engage with us through Irish or English.

We will protect your personal information in line with data protection legislation.

Online services

For customers that use our digital services, we will provide digital services that are easy to use, secure and reliable. We will provide online services that are accessible to the widest possible audience, regardless of technology or ability.

We will ask our customers about their user experience of our systems to verify that they are easy to use. We will continue to improve our systems in response to customer needs and feedback.

We will provide the necessary support and assistance to enable customers to use our systems including telephone support to anyone experiencing technical difficulties in accessing our on-line systems such as Revenue Online Service (ROS) and myAccount.

Information

We will provide general content on our website in plain language to help you understand your obligations and rights.

Where information is more technical in nature, we will provide more detailed guidance using plain and clear language through our extensive suite of Tax and Duty Manuals on our website.

We will continually review and refresh the content on our website to ensure it is up-to-date and can be relied upon.

Customer access

We commit to providing access to all our customers by offering a range of accessible and user-friendly services and points of contact.

We will support customers who, due to their personal circumstances, may have difficulty in accessing our services. We will consult with representative groups for particular groups of customers who may require additional support to ensure that our service meets their needs.

Reporting on performance

To ensure accountability, we commit to publishing regular performance reports on our service delivery.

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