The Adoption Authority of Ireland  Customer Charter 2018-2020

This Customer Charter is the Authority’s public statement on the levels of service customers can expect when dealing with the Authority.   It does not seek to cover all the functions and services provided by the Authority, but outline our commitment to you, the customer, and describes:-

 

  • The levels of service you are entitled to expect when you contact the Authority;
  • How your input can contribute to the improvement of our services;
  • How to obtain further information or make a complaint;
  • How to contact the Authority.

 

 Levels of Service to expect when contacting or visiting the Authority

 Telephone Contact

 Our phones are answered from 9:30 to 4:30 Monday to Friday. Our main number is +353 1 2309 300 when you call you will be directed by an automated system to the various units in the Authority. We provide a duty social worker line
 on +353 1 2309 306.

When we answer the phone we will identify ourselves and our area of work.  We will be polite and helpful and do our best to provide our customers with clear and correct information. Due to the legal and regulatory nature of the work of the Authority it is necessary in some instances to request a caller to send in their query in writing, either by post or by email. 

All staff have voicemail facilities set up at their extensions which identifies the section and the staff member your call has gone through to.  We will do our best to respond to voicemail messages within one working day.

Subject to the nature of an enquiry It may also be necessary to request official identification (passport, driver’s licence etc.) before any response can be provided.

Written Contact

All incoming post is recorded and distributed to the relevant section each morning. Correspondence will be acknowledged within 2 working days.  Where it has not been possible to provide a final response with the acknowledgement, a reply will be provided within 10 working days. 

If it is not possible to provide a full response in 10 working days we will explain this in an interim reply.  The name, section and contact details of the staff member dealing with the correspondence will be included on the reply.

In so far as it is possible, replies to correspondence will not include any technical or complicated language.  Subject to the nature of an enquiry It may also be necessary to request official identification (passport, driver’s licence etc.) before any response can be provided.

Email Contact

Each section has an email address which will issue an automatic acknowledgement of your incoming email.  You can also contact the sections by email through links on our website.

Each Inbox is monitored on a daily basis and emails will be acknowledged within 2 working days.  Where it has not been possible to provide a final response with the acknowledgement, a reply will be provided within 10 working days.

If it is not possible to provide a full response in 10 working days we will explain this in an interim reply.  The name, section and contact details of the staff member dealing with the correspondence will be included on the reply.

In so far as it is possible, replies to correspondence will not include any technical or complicated language.  Subject to the nature of an enquiry it may also be necessary to request official identification (passport, driver’s licence etc.) before any response can be provided.

Website

The AAI has a comprehensive website at www.aai.gov.ie. This website provides information about all our activities and adoption-related matters. It is intended that the website is an active communication to all our customers. It also includes an

email contact service. The website is constantly reviewed and updated where necessary.  A number of publications and statistical information is also available on our website.

Visiting the AAI

The Authority does not have a public office.  To ensure that your query can be dealt with efficiently it is recommended that you telephone or email in advance and make an appointment to meet with a member of staff who has the expertise in relation to your query.  If you call in person without an appointment we will endeavour to assist you, but the appropriate person may not be in a position to meet you at the time you call.  

Subject to the nature of an enquiry It may also be necessary to request official identification (passport, driver’s licence etc.) before any response can be provided.

We will provide suitable facilities for our Adoption Hearings and meetings and will ensure that our offices are clean and safe.  We will provide a welcoming reception area, child-friendly meetings rooms and changing facilities.  We will make sure that our offices are accessible for people with disabilities.

Disabilities

Where the Authority has invited members of the public to the offices of the Authority we will identify any needs of people with disabilities and ensure they are fully catered for.

Irish & Other Languages

The Authority will ensure that customers who wish to deal with us through Irish can do so. In addition, we will make every effort to communicate effectively in languages other than English and Irish as arises, including the use of translation services and sign language interpreters.

Séirbhís Trí Ghaeilge

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

Equality/Diversity

The Authority is committed to increasing levels of knowledge in the organisation regarding equality and diversity through training, information and communications.

Social Media

Due to the confidential and legislative nature of the services provided by the Authority we do not participate on social media (Facebook, Twitter etc.). Our website is our only internet presence.  

Suppliers

We will operate clear, impartial and transparent tendering and purchasing procedures in accordance with Public Procurement Guidelines.

We will ensure that payments to suppliers are made in accordance with applicable Prompt Payment legislation and regulations.

How your input can contribute to the improvement of our services 

We welcome and value your comments and suggestions on all aspects of our services.  This allows us to improve our services to fully meet your needs and serve you better.  You can make a contribution to this process.

Inform us of your views, comments or suggestions using the form in the Contact Us section of our website or you can write to us at Corporate Services, Adoption Authority of Ireland, Shelbourne House, Shelbourne Road, Ballsbridge, Dublin 4 D04 H6F6.  Tell us about the level of service you feel you have received, particularly if you feel that it failed to reach the standard you expected.  

You can help us to help you by participating in any customer survey material we send you and sharing your views and comments

Statutory obligations

The Authority is fully committed to fulfilling all relevant statutory obligations in relation to Data Protection, Equality, Freedom of Information, Prompt Payment of Accounts and Safety, Health & Welfare at Work.

 How to contact us

 

Postal Address

The Adoption Authority of Ireland
Shelbourne House
Ballsbridge
Dublin 4
DO4 H6F6

Website

www.aai.gov.ie

Email address for various sections

Domestic@aai.gov.ie

Intercountry@aai.gov.ie

Tracing@aai.gov.ie

SW@aai.gov.ie    = social work team

corporate@aai.gov.ie

aaiaccounts@aai.gov.ie

FOI

corporate@aai.gov.ie

Ms Justine Barrett

Corporate Services

The Adoption Authority of Ireland
Shelbourne House
Ballsbridge
Dublin 4
DO4 H6F6

Data Protection

Ms Heather Connolly

Data Protection Officer

The Adoption Authority of Ireland
Shelbourne House
Ballsbridge
Dublin 4
DO4 H6F6

Telephone

+ 353 1 2309 300

Duty Social Worker

+ 353 1 2309 306

National Adoption Contact Preference Register – Freephone

+ 353 1800 309 300

Public Hours

Monday to Friday 9.30am to 4.30pm

 

 

 

 

 

 

 

Published: Wednesday, 13 January 2016 17:06
Last Updated: Wednesday, 29 November 2017 17:27