Our Commitment To Our Customers
Customer satisfaction and care is very important to us and we aim to achieve this by –
- treating customers in a proper, fair, impartial, sensitive, respectful, sympathetic, confidential and courteous manner with dignity;
- giving our customers the best possible service and advice;
- aiming to ensure that rights to equal treatment set out by equality legislation are upheld in the delivery of our services;
- aiming, where possible, to meet any special needs our customers may have.
Openness And Impartiality
At all times we will:
- Be honest and open in dealing with you;
- Discuss any aspect of your dealings with us;
- Explain the decision-making procedures;
- Deal with you in an equitable manner.
Commitment To Communication With Stakeholders
ODAIT has committed to keep stakeholders informed of any progression relation to the ongoing work of the office in accordance with the legislative requirement outlined in Part 2 Section 10 of The Institutional Burials Act 2022 –
(j) to provide regular updates on the performance of his or her functions to persons who consider that they are related to persons thought to be buried in principal burial land and, where applicable, ancillary burial land;
(k) to provide information, where he or she considers it appropriate to do so, relating to the performance of his or her functions to other stakeholders and to the public;
A goal of this project is that all survivors, families and their advocates, are at the centre of the work of ODAIT. With your permission the office will put you in contact with any other department or supports where appropriate.
Telephone Enquiries
We will be available to answer telephone calls during normal office hours. Our aim is to answer all calls quickly. We will identify ourselves and our area of work. We will be polite and helpful and provide our customers with clear and correct information. If we cannot give an answer straight away, we will take the customer’s details and call them back at a suitable time. If your call is out of normal office hours you can leave a message and a member of staff will return your call as soon as possible.
Written Communications
We seek to acknowledge written communications, including email, within 7 working days of receiving them, and provide a final reply within 28 working days. In cases where it is not possible to meet this timeframe, we will explain this to our customers by way of an interim reply within the 28-day period.
Personal Callers
ODAIT can, where necessary, be available to meet with our customers by appointment during normal office hours on matters relating to the work of the Office. We will greet visitors politely, be fair and helpful, and deal with their enquiries as quickly as possible. We will provide suitable facilities for meetings and will make sure that our offices are clean and safe. We will also make sure that our offices or meeting locations are accessible for people with disabilities.
Equal Status
We are committed to providing a service that all our customers can avail of and that treats all customers equally. We will do our best to ensure that the services we provide take account of the needs that particular groups of customers may have. Where appropriate, we will consult with our customers to make sure that their accessibility needs are looked after. We will provide suitable staff training to support these commitments.
Equality/Diversity
We will ensure our staff have knowledge about equality and diversity and we will do this through training, information and communication. In our dealings with our customers, we will make sure that their rights to equal treatment, set out by equality legislation, are upheld.
Séirbhís Trí Ghaeilge/Service In Irish
Tabharfar freagra as Gaeilge ar chomhfreagras a gheofar i nGaeilge. Déanfar gach iarracht freastal ar fhiafraithe teileafóin i nGaeilge agus freastal ar dhaoine a thagann i láthair ar mian leo a ngnó a dhéanamh trí Ghaeilge. We will ensure that customers who wish to deal with us through Irish can do so.
Help Us To Help You
We can help you best if you;
- provide any information you have which is relevant to your inquiry;
- follow any checklists or guidelines which you have been given;
- treat our staff and other customers with courtesy and respect.
We aim to provide a high quality of service in a safe and secure environment. In order to achieve this, we ask our customers to note that the following behaviour will not be accepted:
- The use of offensive, threatening or inappropriate language towards staff;
- The use of violence or the threat of violence towards staff;
- Behaviour which is disruptive, unreasonably persistent or vexatious
- Photography, filming and/or otherwise recording without permission.
Customer Satisfaction
If you are not satisfied with our service or if you have any questions, feedback or suggestions on any aspect of your treatment by staff of this office please contact us at:
Office of the Director of Authorised Intervention, Tuam, Custom House, Flood Street, Galway
Telephone – 01 5391777
Email: info@dait.ie
A member of staff not previously involved in your case will consider the complaint and look to resolve it with you.
Available Supports
Please see the supports available.