Quality Customer Service

The Department of Finance Customer Action Plan (CAP) for the period 2015 – 2017 is available to download below. Our CAP outlines the Department’s commitment to the Principles of Quality Customer Service and our determination to continue to provide the highest quality of service to all our customers. The CAP also sets out our Customer Charter and our Customer Complaints Procedure.

Since 1997, public service organisations have been producing Customer Action Plans to assist them in improving the way in which services are delivered to their customers. To build upon the improvements in customer service brought about by the introduction of these Plans organisations across the Public Service began producing Customer Charters in 2003. Customer Charters and Customer Action Plans are produced as part of the same overall process and have separate but complimentary roles.

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