SEAI Customer Charter and Customer Action Plan

In developing the Customer Service Charter and Customer Action Plan, SEAI has given due regard to its organisational values and the Principles of Quality Customer Service for Customers and Clients of the Public Service, namely:

  1. Quality Service Standards
  2. Equality / Diversity
  3. Physical Access
  4. Information
  5. Timeliness and Courtesy
  6. Complaints
  7. Appeals
  8. Consultation and Evaluation
  9. Choice
  10. Official Languages Equality
  11. Better Co-ordination
  12. Internal Customer

Customer Charter

SEAI commits to

  • Deliver our services to all stakeholders in a timely, effective and professional manner, and in accordance with our values.
  • Conduct our business in a fair, open and transparent manner, with regard to your privacy and confidentiality.
  • Strive for excellence in the development and delivery of programmes and services through active consultation and continuous improvement.
  • Provide maximum possible access and choice in the delivery of our services, while endeavouring to accommodate particular language, diversity and physical access needs.
  • Provide accurate, authoritative and independent advice and information in a form that best suits your needs.
  • Resolve complaints and appeals in an efficient and effective manner.

Please email us on info@seai.ie with any comments or feedback on our Customer Charter.

The Sustainable Energy Authority of Ireland also has a SEAI Code of Governance to ensure that the Board members and staff of SEAI conduct themselves in accordance with agreed ethical principles which support the development of trust, confidence and teamwork in SEAI and promote a high-performance culture.

 

Feedback, Complaints and Appeals Policy

SEAI at all times seeks to deliver an efficient and effective service to its customers. We welcome all feedback, both good and bad, and we believe that our stakeholders have a right to complain if a reasonable level and quality of service is not provided, or to appeal if they are dissatisfied with an SEAI decision. We also aim to learn from our mistakes and use the information we gain from feedback, complaints and appeals to improve our services. All complaints and appeals will be dealt with in a fair and sympathetic manner and we will usually respond in the manner explained below.

​Option to Refer your Complaint or Appeal to the Ombudsman or Ombudsman for Children

If, after receiving the reply to your complaint or appeal from the Head of Finance and Corporate Services, you are still dissatisfied and feel that SEAI has treated you unfairly, you may refer your complaint or appeal to the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of SEAI’s administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free review service.

Contact details are as follows:
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2

Tel: Lo-call 1890 22 30 30
Tel: 01 639 5600
Fax: 01 639 5674
Email: ombudsman@ombudsman.gov.ie
Website: www.ombudsman.ie

Ombudsman for Children's Office

If you are a child or young person under 18 or an adult representing a child who you or they feel was unfairly treated by SEAI, or you are not satisfied with our decision on your complaint or appeal, it is open to you to contact the Ombudsman for Children’s Office (with the consent of the child’s guardian). By law, the Ombudsman for Children’s Office can investigate complaints about any of SEAI’s administrative actions or procedures as well as delays or inaction in dealings with us. The Ombudsman for Children provides an impartial, independent and free review service.

Contact details are as follows:
Ombudsman for Children's Office
52-56 Great Strand Street
Dublin 1

Free Phone: 1800 20 20 40
Email: ococomplaint@oco.ie
Website: www.oco.ie

Contact us

If you have any questions about our Customer Charter, contact us on 01 808 2100 or by email at complaints@seai.ie. Please include the words Customer Services in the subject heading.