Customer Charter
Customer Care and Quality Service:
- The legal needs of our customers and the most appropriate means of resolving the issues involved will always be identified
- We will provide a timely and quality service consistent with the terms of the statutory scheme
- Customers will receive a first appointment with a solicitor and/or mediator as quickly as possible
- Where it is not possible to give our customer an appointment with a solicitor and/or mediator in a timely manner, we will keep our customer informed
Confidentiality
- We will respect and maintain the confidentiality of our customers
- We will provide the necessary facilities to ensure the privacy of consultations
Integrity/Professional standards:
- We will provide a service which incorporates the professional standards required of public service staff in general and legal practitioners and mediators in particular
- We will ensure our front line staff are trained to provide a professional Customer service
Efficiency and cost effectiveness:
- We will provide an efficient and value for money service in all areas of our operations
- We will operate systems for case management and case monitoring to ensure maximum throughput of cases without compromising the appropriate, professional standards
Consistency
- At all times we will operate our services in a consistent manner as between applicants for our services while recognising that each case will have individual characteristics
Information
- Comprehensive, accurate and timely information will be provided about the Boards services in the form of Information leaflets;
- Our Information leaflets will be written to the greatest extent possible, in plain language and in an easy to understand format;
- We will maintain an accessible, comprehensive and updated website at www.legalaidboard.ie;
- Copies of our Information leaflets and appropriate forms will always be available in all of our work locations;
- Customers will be informed of their entitlements and obligations under the Civil Legal Aid Act;
- We will promptly provide clear and correct information when it is requested - and in cases where we cannot release information, we will explain why.