Customer Service Policy and Action Plan

Our Customer Service Policy contains information on what you can expect from staff of Dún Laoghaire-Rathdown County Council regarding service delivery. We are committed to giving you a quality service by trying to resolve your query at the first point of contact where possible. This means that we will try and answer queries and not transfer you to another area.


Our Commitment to You 

  • To provide a high standard of customer service in an efficient and helpful manner
  • Treat everyone fairly, impartially and with courtesy
  • Deal with your enquiry as quickly as possible with due regard to privacy and confidentially
  • Give you reference numbers for ease of tracking your query
  • Make it more convenient and efficient for the residents and businesses of DLR to deal with us, by providing more services online

Openness and Impartiality

  • Respond to you in a fair and open manner
  • Provide easy-to-understand information
  • Keep you informed about the services we deliver
  • Hold your personal details safely and securely, in line with our data commitments
  • Value feedback from customers and use it to improve our services
  • Offer a complaints procedure for customers dissatisfied with the quality of service received


Our Performance

  • Monitor and evaluate our performance
  • Acknowledge all written correspondence and emails within 7 working days of receipt
  • Answer all telephone calls promptly and courteously
  • Respond to all Social Media queries promptly and transparently
  • Ensure our website and social media are kept up to date.


Our Service through Languages

We will aim to accommodate our customers who wish to conduct their business through Irish, sign language or other languages where possible.


Physical Access

We will as far as possible, provide clean, accessible public offices that ensure privacy, comply with occupational and safety standards, and facilitate access for all our customers.

County Hall is open weekdays from 09:00am to 17:00pm (16:30pm  Fridays)


Help Us to Help You By

  • Providing full and accurate information
  • Quoting reference numbers where available during correspondence
  • Ensuring application forms are returned on time 


Customers' Role

Just as the Customer is entitled to the highest level of customer service, Councillors and members of staff should receive the same levels of respect and courtesy from the Customer.

The following conduct is not acceptable from customers: -

  • Behaviour that is disruptive and interferes with the use and enjoyment of Council facilities.
  • Harassment of staff or members of the public by use of abusive, racist, obscene or threatening language.
  • Use of violence or threat of violence towards staff and/or members of the public.
  • Malicious damage to and/or theft of Council property.
  • The use of alcohol and illicit drugs while using Council facilities.
  • Smoking in Council premises.
  • Leaving personal property unattended at any Council premises.


Freedom of Information - Data Protection


The Data Protection Acts 1998, 2003 & 2018

The Data Protection Acts 1988, 2003 and 2018 require that Dún Laoghaire-Rathdown County Council is responsible for the fair processing of personal data. The Acts protect the personal privacy and uphold the rights of the individual whilst placing certain responsibilities on those persons processing personal data.

The Acts set out the general principle that individuals should be in a position to control how data relating to them is used. DLRCC must comply with certain standards in handling personal data, and acknowledge that individuals have rights under the Data Protection Act.


How do I access information that DLRCC may have on file about me?

To request access to your details, please send a letter or email to the FOI Office at requesting a copy of this information, clearly marking your request DATA PROTECTION REQUEST. You should receive these details within 30 days of your request.

In your request you should:

1.Give any details that will help the person to identify you and find your data – for example any previous address or your date of birth and

2. Be clear about which details you are looking for if you only want certain information. This will help the organisation or person respond more quickly

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