Customer Charter

Customer charter

At Galway County Council, we are committed to delivering high-quality, accessible, and inclusive services to all our customers. Whether you live, work, study, or visit County Galway—or represent a business or organisation—your experience matters to us.

Our Customer Charter outlines the standards you can expect when interacting with us and aligns with the 12 Guiding Principles of Quality Customer Services established through the Quality Customer Service Initiative (QCSI) under the Department of Public Expenditure, NDP Delivery and Reform. 

It reflects our commitment to fairness, transparency, and continuous improvement, and supports our goal of building a more responsive and accountable organisation.

Our Commitments to You

• Quality Service Standards
  We aim to deliver services to the highest standard. If we are unable to meet these standards, we will inform you and explain why.
• Equality and Diversity
  We treat all customers with dignity and respect, ensuring equal access to services for everyone, regardless of background or need.
• Physical Access
  Our public offices are clean, safe, and accessible, meeting all health, safety, and disability access requirements.
• Clear Information
  We provide accurate, up-to-date information at all service points and on our website. We are committed to making our forms and materials easy to understand.
• Correspondence
  All correspondence will include a named contact person for follow-up.
• Timeliness and Courtesy
  We aim to respond promptly and courteously. If delays occur, we will explain the reason and provide a timeline for resolution. We ask that all customers treat our staff and others with the same courtesy and respect.
• Complaints
  We welcome feedback and are committed to resolving complaints fairly and efficiently. Our complaints procedure is simple, transparent, and available at all customer service points and online.
• Consultation and Evaluation
  Your feedback helps us improve. We will make it easy for you to take part in consultations and share your views on our services.
• Choice and Accessibility
  Where possible, we offer flexible options for accessing services and making payments, including online services supported by new technologies.
• Official Languages
  We provide services in Irish and English in line with our language policy.
• Working in Partnership
  We collaborate with other public service bodies to improve service delivery across the region.
• Internal Customers
  We value our staff as internal customers and actively involve them in service improvement through our Customer Services Officers Group and other forums.