SEAI commits to delivering our services to all customers in a timely, effective and professional manner. This will be done in accordance with our values.

Our commitment to Quality Customer Service

We align with the Government’s 12 principles of quality customer service.

View the 12 principles

Contacting SEAI

SEAI commits to providing maximum choice and access in the delivery of our services. We will aim to accommodate diversity and physical needs by making it easier and more convenient to do business with us. 

Customers can contact SEAI via: 

  • Phone - 018082100 
  • Email –  
  • Post – SEAI, PO Box 119, Cahersiveen, Co. Kerry 
  • Webchat at 
  • Online forms 

We will assist with accessibility by: 

  • Ensuring that all publications are available online 
  • Continuing to ensure our website is accessible to the visually impaired 
  • Ensuring our offices comply with occupational and safety standards 
  • Accommodating the diverse needs of our stakeholders in an appropriate manner 
  • Recognising and respecting all stakeholders in an equitable manner regarding service delivery 
  • Complying with the Official Languages Act 2003- Acht na dTeangacha Oifigiúla 2003 

We commit to:  

  • Answering calls promptly during business hours 
  • Acknowledging receipt of all correspondence promptly 
  • Logging all details in a central database (CRM) capturing, name, address and description of query 
  • Being helpful and courteous 
  • Ensuring that all replies carry contact details 
  • Applying quality assurance checks via call calibration 

We commit to respecting the environment in the delivery of all our services. We demonstrate this by: 

  • Adhering to sustainability values such as 
    • Providing video conferencing facilities to reduce travel 
    • Working toward paperless work practices 

SEAI commits to the following work practices

We aim to conduct our business in a fair open and transparent manner. We have processes and systems designed to comply with GDPR regulations. 

We strive for excellence in the development, delivery, and improvement of programmes with the customer and stakeholder at the heart of them. 

We provide accurate, trusted and independent advice and information in a form that best suits the customer’s needs.  

We aim to resolve complaints and appeals efficiently and effectively in line with our complaints and appeals procedure.  

Complaints and Appeals Policy

Consultation, evaluation and reporting


SEAI strives to continuously improve our services and offerings. 

This is done by carrying out regular consultations and surveys, and supplying an accessible feedback mechanism for customers. 

Read our Voice of the Customer Privacy Policy here.


To measure our success in achieving the above we will: 

  • Perform a regular review of the Customer Action Plan 
  • Seek feedback from internal and external customers on the quality of our service 
  • Review service feedback through our online feedback form and act accordingly 
  • Investigate appropriate externally recognised customer service standards and seek to attain such standards. 


We will report our performance in relation to complaints and appeals in the Annual Report.  


The SEAI Customer Action Plan will be reviewed every three years. 

Customer Responsibility - How can you help us?

Please bear in mind the following points to help us serve you better: 

  • Treat our staff courteously 
  • Provide feedback so that we can improve our service 
  • Provide accurate information, including any relevant reference numbers, when dealing with us 
  • Provide your contact details (name, daytime phone number, email)