This Customer Charter is the Authority's public statement of the levels of service that customers can expect when dealing with the Authority. The charter does not attempt to cover all the functions and services provided by the Authority, but outlines our commitment to you, our customer, and describes: -

• 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 get more information or make a complaint.
• How to contact the Authority.

Telephones are answered from 9:30 to 4:30 Monday to Friday. Our main number is +353 1 2309 300 and when you call, an automatic system directs you to the various units of the Authority. We provide a duty social worker line at +353 1 2309 306.

When we answer the telephone we will introduce ourselves and our area of ​​work. We will be polite and helpful and will endeavor to provide our customers with clear and accurate information. Due to the legal and regulatory nature of the work being undertaken by the Authority, it is necessary in some cases to require the caller to submit the question in writing, by post or by e-mail.

All staff have voicemail facilities on their telephone extension which identifies the department and staff member to whom you have been called. We will do our best to answer our voicemail messages within one working day.

Subject to the nature of the inquiry, it may also be necessary to require official recognition (passport, driving license, etc.), before any reply can be given.

All incoming mailings are recorded and distributed to the relevant sections each morning. Receipt of correspondence will be acknowledged within 2 working days. Where it is not possible to give a final reply with the acknowledgment, a reply will be provided within 10 working days.

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

 As far as practicable, replies to correspondence shall not include any language which is technical or complex. Subject to the nature of the inquiry, it may also be necessary to request official recognition (passport, driving license, etc.) before any response is provided.

Each section has an email address which will issue an automatic email acknowledgment. You can also contact the sections via links on our website.

Each inbox is monitored on a daily basis and an email acknowledgment will be sent within 2 working days. Where it is not possible to provide a definitive reply with the acknowledgment, a reply will be provided within 10 working days.

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

As far as practicable, replies to correspondence shall not include any language which is technical or complex. Subject to the nature of the inquiry, it may also be necessary to require official recognition (passport, driving license, etc.) before any response is provided.

The AAI has a comprehensive website at www.aai.gov.ie. This website provides information on all our activities and matters relating to adoption. This means that a website will be an active communication with all our customers. It also includes an email contact service. The website is reviewed and updated on a regular basis. A number of publications and statistical information are also available on our website.

The Authority does not have a public office. In order to ensure that your inquiry can be dealt with efficiently, it is advisable to phone or email in advance and to make an appointment to meet with a member of staff with the expertise in your investigation. If you come to the office unexpectedly, we will do our best to help you, but the appropriate person may not be able to meet you at the time you arrive.

Subject to the nature of the inquiry, it may also be necessary to request official recognition (passport, driving license, etc.) before any response is provided.

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

We welcome and value your views and suggestions on all aspects of our services. This gives us the opportunity to improve our services to fully meet your needs. You can contribute to this process.

Please let us know your 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, Town. Dublin D04 H6F6. Tell us about the level of service provided to you, especially if you feel that it has not achieved the standard you expected.

You can help us to help you through your participation in any topic on a customer survey that we send to you and share your views with us.