Customer Charter

Our Commitment To You

The IPA values your good custom and believes it is essential to the successful maintenance and development of the Institute’s role as the country’s leading public service agency. That is why we are committed to the highest standards of service delivery, whether in Education, Training, Research or Publications. This Customer Charter, which will be displayed in prominent areas around the Institute, demonstrates how we intend to offer quality customer service.

Enquiries and Information

The Institute will deal with enquiries with courtesy, sensitivity and minimum delay, giving contact names in all communications to ensure ease of ongoing transactions. The Institute will ensure that the information it provides - in person, by phone, e-mail, print or web - is clear, up-to-date and accurate.

Programmes, Projects, Publications & Support Services

The Institute will ensure that the services it provides follow published quality assurance guidelines and that they respond to the needs of clients in the public and private sector. The Institute will offer friendly, respectful and authoritative services in a professional and cost effective way. The Institute will consult with its clients in relation to the development, delivery and review of its services.

Access To Facilities

The Institute will provide clean, accessible premises that comply with occupational and safety standards and, as part of this, and, where possible, will afford access to facilities/services for people with disabilities, and others with specific needs.

Equality / Diversity

The Institute will ensure full adherence to the right to equal treatment established by equality legislation, and will accommodate diversity, in line with the areas covered by new legislation.

Service Through Irish

We will meet our commitments under the Official Languages Equality Act 2003 by publishing key Corporate documents in both Irish and English and, where feasible, by posting on our website relevant information in Irish.

Internal Customer

The Institute will ensure staff are recognised as internal customers and that they are properly supported and consulted with regard to service delivery issues.

How You Can Help Us

We always welcome feedback. If, for any reason, you find that the service provided by the Institute falls short of expectations, please tell us first (please make contact with the programme director/administrator in the first instance) and we will deal with your complaint in an efficient and transparent way. Likewise, we would also welcome/value your positive comments to reinforce the value of our products. We believe that our reputation relies on your satisfaction.

Contact us for more information.

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