Customer Charter   

POLICY STATEMENT ON USER SERVICE AND COMPLAINTS PROCEDURES

Introduction

The Kildare County Enterprise Board Limited is a private company which was originally established by the Government to promote and encourage local enterprise initiatives in County Kildare. The Board is funded by the Irish Government and the EU Structural Funds under the National Development Plan, 2000-2006

Objectives

“The primary objectives of the Kildare County Enterprise Board, as defined by the Department of Enterprise and Employment, are to focus, develop and support local entrepreneurship and enterprise within the framework of a coherent integrated County Enterprise Action Plan so as to build a local economy of real strength and permanence which will give jobs an wealth sufficient to its needs.”

Mission Statement

“The mission of the Kildare County Enterprise Board is to provide a support framework for the promotion and development of micro enterprise in County Kildare which will assist in the creation of competitive and sustainable enterprises throughout the county.”

User Service

The Board has adopted the following policy statement to ensure a transparent, quality service to the public and a guarantee that any user of its services can avail of a simple means of pursuing legitimate complaints about the actions of the Board or its staff:

Courtesy and Professionalism

Users of the Board’s services are entitled at all times to be dealt with in a courteous and professional manner Users will be given the name of the official or member with whom they are dealing.

The Board will seek to ensure that customers’ requests are directed to the appropriate person and are dealt with as soon as possible

Information

Users will be given full and accurate information in relation to any relevant query raised.

Efficiency

Users may expect that all queries to the Boards are dealt with in a speedy and efficient manner, while recognising the need to keep to a minimum any cost which you might have to incur.

Privacy and Confidentiality

Subject to the Board’s legal obligations to disclose full details of all public funds expended and committed the Board will seek to have all the information, both personal and business provided by you, dealt with in total confidence by the staff, Evaluation Committee and Enterprise Board in a manner which respects your dignity.

The Board is also committed to complying with the terms of the Data Protection Acts.

Complaints Procedure

If you encounter any difficulties with the services provided by the Board the following procedures will apply to ensure that you have an efficient and prompt response.

The matter should be brought to the attention of the staff or Board member concerned, either verbally or in writing and they will endeavour to resolve any legitimate complaint without delay.

If the matter is not resolved to your satisfaction, please contact the Chief Executive Officer who should be able to investigate and resolve your complaint speedily and sympathetically.

Should the matter not be capable of being resolved to your satisfaction by the Board’s staff you should then write to the Board’s Chairperson:

Chairperson
Kildare County Enterprise Board Ltd.
The Woods
Clane
Co. Kildare

who will have your complaint investigated and the Board will be advised accordingly.

The decision of the Board shall be final and binding in relation to all matters arising from the adoption of this policy on user service and complaints procedures.