Customer Charter

This Charter sets out the manner in which customers will be assisted in their dealings with Research Ireland. It also sets out the standards and quality of service which clients and members of the public can expect from Research Ireland.  

1. Courtesy and helpfulness 

Research Ireland staff will at the outset identify themselves to customers and will provide a speedy, professional, courteous and responsible service.   

2. Responding to customers 

Research Ireland will put customers in touch with appropriate members of staff without delay. Queries will be dealt with quickly and efficiently. If this is not  immediately possible, the customer will be informed and will be responded to within an agreed time period. Research Ireland will keep its services and the operation of its Users’ Charter under review.    

3. Confidentiality 

Research Ireland will respect our customers’ privacy. We will not disclose any information about a customer without consent, except as permitted by Law.    

4. Information 

Accurate and timely information will be provided in relation to any queries on Research Ireland services. Responses to queries will be thorough and substantive. The business hours of Research Ireland are 9.00am to 5.00pm, Monday – Friday. Information about Research Ireland can be found on this website (researchireland.ie) which is user-friendly and up-to-date.    

5. Official Languages Act 

The Official Languages (Amendment) Act 2021 was enacted in December 2021 to introduce changes to the Official Languages Act 2003. Research Ireland will facilitate bi-lingual (English/Irish) requests to the maximum possible extent. All  requests in Irish should be directed to:  George Poole, Board Secretary & CRO,  Taighde Éireann – Research Ireland, Three Park Place, Hatch Street, Dublin 2  /  email: george.poole@researchireland.ie 

6. Equality and diversity 

We will raise equality and diversity awareness levels throughout the agency through training, information and communication. In our dealings with customers, we will ensure the rights to equal treatment established by equality legislation are upheld.  We aim to ensure that our facilities and resources are fully accessible in line with the Disability Act 2005. Any queries in relation to accessibility should be directed to the Human Resources at Research Ireland. 

7. Redress 

Research Ireland regards feedback as the key to understanding the needs and expectations of our customers. We encourage staff to use their day-to-day contact with customers as a means of gathering feedback on the quality of service provided. Any complaint regarding the services of Research Ireland will be reviewed as a matter of priority. Any complaint which is not resolved to the satisfaction of the complainant should be forwarded in writing to: Mr Donal Keane Chief Operations Officer, Taighde Éireann – Research Ireland, Three Park Place, Hatch Street, Dublin 2 / email: donal.keane@researchireland.ie  

The Chief Operations Officer (COO) will investigate complaints and will respond comprehensively and speedily. The COO will investigate the complaint with an open mind and contact named staff members and senior management, if considered necessary, to resolve satisfactorily any difficulties. Complaints will be acknowledged within 48 hours and a further / final reply should be made within a period of 12 working days. If you are not satisfied with our decision on your complaint, you may wish to contact the Office of the Ombudsman.   

By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service. The Ombudsman will ask you for details of your complaint which you can submit through ‘Make A Complaint’ at www.ombudsman.ie.   

Similarly, if you are a child or young person under 18 or an adult who knows a child who you feel has been unfairly treated, or you are not satisfied with our decision on your complaint, it is open to you to contact the Ombudsman for Children’s Office. By law the Ombudsman for Children’s Office can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in dealings with us. The Ombudsman for Children provides an impartial, independent and free complaints handling service.   

Contact details are as follows:   

• Ombudsman for Children’s Office, 52-56 Great Strand Street, Dublin 1.   
• Phone: +353-1-865 6800 Lo-call: 1800 202040   
• Email: ococomplaint@oco.ie   
• Website: www.oco.ie 

8. Internal customer 

Research Ireland recognises its staff as its internal customer and extends the courtesy and rights afforded to its external customer to them.