We are committed to delivering a high standard of service to the public.
We ensure that individuals across Ireland can access independent, reliable and accessible services that meet their needs.
Our commitment to quality service
Since our establishment in 2000, we have supported the provision of information, advice and advocacy across a broad range of public and social services. We are committed to ensuring that these services are delivered to a high standard. Our approach is guided by our Customer Service Charter and supported by Customer Service Action Plan.
Customer Service Charter
Our Charter sets out the principles that guide how we deliver services:
- Clarity and accuracy: We provide clear and accurate information to help you understand your rights and entitlements
- Responsiveness: We respond promptly, courteously and efficiently
- Equality and diversity – We treat everyone fairly and with respect
- Choice: We offer services in ways that suit your needs
- Access: Our services and offices are fully accessible. Contact the Access Officer at accessofficer@ciboard.ie.
- Official languages: We provide services in Irish and/or bilingually where required
- Consultation and evaluation: We engage with users to improve our services
- Internal customers: We support our staff to deliver excellent service
- Co-ordination: We work with other organisations to provide integrated services
- Appeals: We maintain clear and accessible appeal and review processes
- Feedback: We welcome your comments and complaints to help us improve
Customer Service Action Plan 2025–2028
Our Customer Service Action Plan refreshed in 2025, sets out how we apply the principles of the Charter over the next three years.
It includes actions to improve service quality, accessibility, responsiveness and collaboration across all areas of our work. It also explains how we measure performance and ensure services continue to meet user needs.