Customer Charter: Main

Respect, equality and fairness

You can expect

You can expect to feel respected in every interaction, knowing your background or circumstances will never be a barrier to the treatment you receive.

How we will deliver

We will be courteous, respectful and professional. Everyone will be treated equally – regardless of gender, family status, age, disability, sexual orientation, race, religion or ethnicity.

We will act honestly, fairly and impartially, handling all enquiries and personal data with confidentiality and sensitivity.

What we ask in return

You should treat our staff and other customers with courtesy and respect. We do not accept any kind of physical or verbal abuse towards staff or other customers.

Clear, easy and accessible information

You can expect

You can expect to easily find and understand the information you need to help navigate the court system with clarity.

How we will deliver

• We will provide clear, up-to-date information in plain English on our website and through our staff.
• We’ll explain court processes so you know what to expect and direct you to available support services.
• We will make every effort to provide key forms and other materials in Irish.

What we ask in return

Please be aware that we cannot offer you legal advice or guidance. However, support services are available at courts.ie.

If you would like to avail of our services through Irish, please email [email protected].

Simple and efficient response to queries

You can expect

You can expect to be greeted politely and get the right answer quickly and easily no matter how you contact us.

How we will deliver

• We will provide a clear and straightforward response to your query wherever possible.
• We will aim to answer phone calls promptly by named staff members.
• We will respond to emails and letters promptly, providing clear, helpful information.
• We will aim to protect your privacy during in-person interactions.

What we ask in return

You should provide us with all requested information, such as reference numbers or documents, to help us resolve your query effectively.

Understand that our staff have the right to end an interaction if behaviour is abusive or threatening.

Access to courts services for all

You can expect

You can expect a supportive experience when accessing court services, with tailored assistance for those who need it most.

How we will deliver

• We will help you navigate court services and provide support throughout your journey.
• We will maintain court buildings to ensure they are safe, clean and accessible.
• We will provide an online booking system to help you schedule visits in advance.
• We will provide support and facilities for vulnerable users.
• We aim to assist any court user who needs help.

What we ask in return

Please ensure you complete any required documentation as accurately as possible before attending a court office. Do not record, film or photograph our staff during the course of their work.

Listen, learn and improve

You can expect

You can expect to benefit from a service that actively listens to feedback and adapts to meet our customers’ changing needs.

How we will deliver

• We are committed to ongoing improvement through staff training, investment in technology, and process design.
• We collaborate with court users, community groups and partner agencies to develop better services.

What we ask in return

We welcome your feedback to help improve our services. Please share compliments, concerns or complaints with your local office or via courts.ie/customer-service.