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Customer Service Charter

Purpose of the Customer Service Charter

This Charter sets out the standards of service we aim to provide to our stakeholders.

Commitment to Service Quality

The Institute is committed to providing a quality service to all stakeholders. The commitment to Service Quality is clearly stated in our Mission, Vision and Values Statement as follows:

Mission

The mission of the Institute is to serve its students and the community by meeting the skills needs in the economy and increasing the level of participation in third level education and training, particularly in Dublin North-West and its environs. We want to make a significant contribution to the ongoing prosperity and economic development in the region we serve.

This can be achieved by the provision of quality flexible third-level programmes which enhances educational opportunity and access. Our emphasis is on:

  • Specialist higher education for leading edge industries in the region.
  • Upgrading specialist skills to higher technical/technological levels.
  • Continuing education and the needs of mature students.
  • Short or part-time courses to meet specific occupation needs.
  • In-service courses, retraining and up-dating of skills in third-level education.
  • Special needs arising from educational disadvantage or disability.

At ITB we welcome and support our students, and strive to provide an environment of learning that is inclusive and supportive of all ages and backgrounds.

Shared Vision and Values

The vision and values set out below are shared by all staff of ITB. These carefully worded statements were not agreed lightly and are the result of a collaborative process through which all staff's vision and values for the Institute were captured.

Shared Vision

  • We believe in the capacity of people to develop their potential through education and training.
  • We will provide this education and training in a way that is innovative, responsive and holistic.
  • We will be to the forefront of developments in third-level education, industry and organisational effectiveness.
  • We seek a diverse community of students and staff and we will provide the support needed for each person's full participation.

Shared Values Community

  • We acknowledge the diversity of people involved in our work.
  • We respect the difference role played by each person.
  • We listen with patience and understanding.
  • We work to build genuine relationships founded on acceptance and trust.

Enjoyment

  • We aim to enjoy our work and derive fulfillment from it.
  • We value positive attitudes throughout our workplace.

Excellence

  • We strive for excellence in the provision of internal and external services, courses and programmes.

Success

  • We will celebrate our achievements.

About Us

The Institute of Technology in Blanchardstown is committed to providing a quality service to all stakeholders. The general principles which the Institute applies are that all services should be provided in a courteous, timely and informative fashion.

Subject to the provisions of the Regional Technical Colleges Act (1992), the functions of the Institute are to provide vocational and teaching education and training for the economic, technological, scientific, commercial, industrial, social and cultural development of the State. The Institute has particular reference to the region which it serves, and it carries out the functions described in Section 5 (1) of the Regional Technical Colleges Act (1992).

The Ombudsman (Amendment) Act 2012 brings over 180 additional public bodies, including the Institute of Technology Blanchardstown, under the remit of the Ombudsman with effect from 1 May 2013. The Ombudsman can examine complaints in relation to the 'administrative actions' of these public bodies which occur on or after 1 May 2013 only.

For further details on the role of the Ombudsman office please click here: http://www.ombudsman.gov.ie

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

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

ococomplaint@oco.ie

 

Core Activities

The Institute of Technology in Blanchardstown is responsible for the provision of high quality programmes at undergraduate and postgraduate level and for ensuring excellence in teaching and learning.

The core activities of the Institute are:

Provision of third level education through

  • Full-Time programmes
  • Continuing education programmes in a variety of modes

Knowledge Transfer to Industry through

  • Research and innovation activities
  • Training and consultancy services

These core activities are supported by a number of support services whose functions are:

  • IT Support
  • Industrial Liaison
  • Library/Student Services
  • Estate Management
  • Personnel
  • Financial Control

Stakeholders

  • Staff
  • Students
  • Parents
  • Alumni
  • Department of Education and Science.
  • Quality & Qualifications Ireland (QQI - the body with awarding and quality assurance responsibilities previously governed by HETAC)
  • Local Authorities and Health Boards.
  • Local Industry, Business & Community Organisations.
  • Other 3rd Level Colleges and Development Agencies.
  • 2nd Level Schools & Colleges of Further Education.

Contact by Telephone
If you contact the Institute by telephone we will endeavour to:

  • Answer your call as promptly as possible.
  • Give you our name and our area of work when we answer your call.
  • Be courteous and helpful to you at all times.
  • Endeavour to answer your query in full, however, if we cannot do so immediately, we will:-
  • refer your query to a more appropriate section/department.
  • take your details and call you back as soon as possible.
  • Respond to all voicemail messages promptly.
  • Leave an appropriate voice mail message when out of the office.

Written Correspondence
If you send us a letter, e-mail or fax we will endeavour to:

  • Acknowledge your correspondence straight away. Ensure you receive a reply within 5 working days or 10 working days for a more detailed response. If we cannot provide a full reply within this period, we will write to you explaining why and tell you when you can expect a full reply. [There may be exceptions to the timelines set out in this Charter - these exceptions will be communicated as appropriate].
  • Include a contact name, reference number [where appropriate] and other contact details telephone, e-mail, FAX when replying.

Visitors
If you visit us in person we will:

  • Treat you with courtesy, respect your privacy and be fair in our dealings with you.
  • Endeavour to answer your query in full, however, if we cannot do so immediately, we will:-
  • refer your query to a more appropriate section/department.
  • take your details and call you back as soon as possible.
  • Treat you in an orderly fashion and as promptly as possible.
  • Meet you at the agreed time if you have an appointment.
  • Endeavour to provide appropriate facilities for meetings.
  • Strive to keep our campus clean and tidy ensuring that they meet health and safety standards.
  • Do our best to meet your needs in genuine emergencies.

Provision of Information

  • We will strive to provide comprehensive and up-to-date information on our policies and services both on our website and in print format in transparent and simple language.
  • We will ensure that our prospectus, application forms and information leaflets regarding our courses are up-to-date, simple and easy to understand.

Equality / Diversity

  • We are committed to providing a service to our customers that upholds their rights to equal treatment established by equality legislation.
  • We will aim to ensure that our services and facilities are accessible to all our stakeholders, including those with special needs.
  • The Institute welcomes diversity and recognises the positive outcomes of a diverse student and staff mix.

Service through Irish

  • We will make every effort to accommodate our stakeholders who wish to conduct their business through Irish.
  • We will meet our other commitments under the Official Languages Act 2003.

Problems/Issues/Difficulties

The Institute is committed to providing a quality service to all stakeholders. The general principles which the Institute applies are that all services should be provided in a courteous, timely and informative fashion. The Institute has an open door policy and prides itself on listening to our students and stakeholders within a partnership culture. Should you have an issue about the quality of the services or the manner in which they are delivered and you wish to discuss it further please contact the relevant department manager or mail info@itb.ie

Opportunities To Develop/Improvements

The Institute is constantly striving to introduce new and innovative ways of delivering education content, irrespective of work, situation or geography, in furtherance of life long-learning and access to high quality education. We are doing this through high quality taught programmes on campus.

Consultation and Feedback

We welcome your comments and suggestions on this Charter and on how we can improve our service in the future. Please mail info@itb.ie with any comments.     

Monitoring and Evaluation

We will measure and evaluate our performance against the commitments in our Charter.
We will report on our performance in our Annual Report which will be available on our website.

Policies and Procedures:

Separate policies and procedures exist on the Institutes’ Document Management System (DMS) which is available from the Intranet on the home page of www.itb.ie. Some of the separate policies and procedures include:

  • Admissions policy
  • Policy on plagiarism in assignments and examinations
  • Student disciplinary procedures
  • Student appeals process
  • Policy on sexual harassment & bullying of students in the Institute

Help Us to Help You

You can help us to provide you with a high quality service if you:

  • Treat our staff courteously, as you would wish to be treated yourself.
  • Make comments or suggestions about the service you receive.
  • Quote any relevant reference number in all communications with us.
  • Fill in all forms fully and accurately, sign them and ensure that they are received to the department by the required date.
  • Apply in good time for service required.
  • It should be noted that in the interest of natural justice to all parties anonymous complaints cannot be processed.