Tusla - Ireland's Child & Family Agency

Customer Charter


Tusla is updating its customer charter and is consulting with ‘customers’ who are identified as service users, foster parents, staff and staff of funded agencies. If you belong to one of these groups, we would love to hear from you to help us update our charter and give us information to improve it.

Click the link below to participate in our survey which will take about 10 mins to complete.  Survey closes on the 15th July 2024.





This charter sets out our commitment to delivering a quality customer service 

Tusla is committed to continuous learning and quality improvement in the provision of services to children and families, and to providing a professional, efficient and courteous service in accordance with the 12 Guiding Principles of Quality Customer Service from the Department of Public Expenditure and Reform.  

Our commitments

What you can expect from us

Contacting us

Contact details for our most frequently requested contacts are provided in section Get in Touch. 

Responding to you

Contact by phone

If you phone us:

  • An automated routing system on our switchboard provides maximum flexibility and convenience for our customers in directing their telephone calls to the appropriate department
  • If you wish to speak to an operator, a courteous and helpful staff member will answer your call promptly
  • The staff member will identify themselves when answering
  • Based on the information provided callers will be directed to the correct member of staff/department
  • In the event that it is necessary to transfer a caller, the staff member will advise the caller of the reason for the transfer and the name of the individual or department they are being transferred to
  • Voicemail messages and automated email responses are updated as appropriate to indicate staff availability

Written correspondence

If you write to us, we will:

  • Provide clear, timely and accurate replies to all correspondence we receive
  • Respond in plain English/Irish avoiding, if at all possible, the use of technical terms and references

Feedback and complaints 

We welcome and value our customers’ views, suggestions and comments, whether positive or negative, on all aspects of our customer services. This feedback helps us to identify what we are doing well and to address and rectify any shortcomings so that we can provide you, our customer, with a better quality service.

We would like you to tell us if you have a comment, compliment or complaint. The section of the website, Feedback and Complaints , will give you information about how to give us your feedback and the supports available to you.

Data protection

Tusla values an individual’s rights and freedoms in respect of privacy and fully complies with the requirements of the Data Protection Act 2018.

Visitors to our offices

If you visit us in person, we will:

  • Treat you in a courteous and respectful manner at all times
  • Ensure that our reception and meeting facilities are fully accessible to all our customers, comply with health and safety standards, and are maintained to the highest standard

Customers with disabilities

We will make every effort to ensure that access to all areas of our premises and to all of our services is available for people with disabilities.

Diversity and equality

We will respect the principles of equality and the diversity of our customers in the delivery of our services.

The Irish language

We are committed to meeting our obligations under the Official Languages Act 2003 and will endeavour to ensure that customers who wish to conduct their business with us through Irish can do so. Our publications will, as appropriate, be produced in both Irish and English.

Websites and publications

We will:

  • Provide and maintain our websites to ensure that they are easily accessible, up-to-date and informative
  • Ensure that our publications are clear, address user needs and are available on our websites


We will comply with:

  • Relevant EU and national legislation, related regulations, departmental guidelines, circulars and codes of practice relevant to procurement activities
  • Our statutory obligations under the Prompt Payment of Accounts legislation

What we expect from you

We aim to provide a quality service for our service users and stakeholders that will be delivered by Tusla staff members in a considerate, courteous and helpful manner. In return, we expect our staff to be treated with courtesy and respect.

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