Tusla - Ireland's Child & Family Agency

Customer Action Plan

Our Customer Action Plan identifies the ways in which we will monitor our performance and the measures we will provide to address any issues where you, our customer, feel that you have not been dealt with in accordance with the commitments set out in our Customer Charter.

Tusla is committed to delivering on the commitments that we make in our Customer Charter. During the period of this plan, we will monitor and evaluate our performance and provide appropriate feedback channels and complaint procedures for our customers, as outlined in the following table.

Training and development

We will provide appropriate training for key staff that interacts with our service users and stakeholders on a daily/regular basis. Training modules, to include customer service skills and Irish language courses, will be arranged and relevant personnel will be encouraged to attend.

Monitoring and evaluating

We will monitor and evaluate our performance through the use of internal management information systems and other appropriate means. We will promptly implement measures to improve our services when opportunities to improve are identified.

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.

An online Feedback and Complaints form will be available in both English and Irish in our Feedback and Complaints section of our website to facilitate customers who wish to submit their views, comments, feedback and complaints directly online.

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