Include accessibility in a Customer Charter

6.SwimmingPoolHoistAthy

The Department of the Taoiseach defines a Customer Charter as a short statement describing the level of service a customer is entitled to expect when dealing with a Public Service organisation.

Base your Customer Charter on the Principles of Quality Customer Service from the Department of the Taoiseach. Your Customer Charter should state:

  • Your organisation’s commitment to accessibility
  • How accessible your buildings, services, and information are
  • How long it will take for your organisation to:
    • acknowledge complaints
    • Respond to complaints
  • Your Complaints Officer’s name.


Make sure that your staff record, monitor, and review complaints.Consult customers with disabilities and disability groups, to make sure that the Customer Charter addresses their needs.

To make sure that no customers are prevented from contacting your organisation, provide a number of different methods of communication such as:

  • Phone
  • Text message
  • Letter
  • Email
  • Through your website
  • Through social networks
  • In person.

Where practical, your services should not cost a customer with a disability more than they cost a customer without a disability.

Make sure your staff understand how the Customer Charter affects their work.

Promote your Customer Charter on your website and in your brochures, buildings, staff communications, and policy documents.


Tips for including accessibility in a Customer Charter
  •     Consult customers with disabilities and disability groups.
  •     State your organisation’s commitment to accessibility, level of accessibility, complaints procedure, and Complaints Officer’s name.
  •     Promote the different ways that customers can contact your organisation.
  •     Make sure your staff understand how the Customer Charter affects their work.