Customer Charter

Our Customer Charter defines and highlights the level of service you can expect from the Central Fisheries Board.

Mission Statement

To ensure that the valuable natural resources of inland fisheries and sea angling are conserved, managed, developed and promoted in their own right and to support sustainable economic activity, recreational amenity and job creation.

Coming to see us

We will provide access for all to a safe and clean environment
On arrival you will be welcomed at reception and we will aim to keep waiting times to a minimum
We aim to provide a private meeting room to discuss your query
We will do our best to accommodate you if you do not have an appointment

Visits to our laboratory and fish farms are by appointment only

Equality & Diversity

We acknowledge the diversity of our customer base and will ensure all our customers receive the same high quality of service
We guarantee our service will be delivered in an open and fair manner that represents best practice and complies with all appropriate legislation

Professionalism

In all our dealings with customers we will be polite, courteous and professional
We will conduct our business in an ethical and fair manner with minimum delay

Service through Irish

We aim to provide a service whereby:

If you write to us in Irish we will reply in Irish
We will make every effort to accommodate customers who wish to conduct their business through Irish
We will publish key documents and reports in both English and Irish
We plan to meet our commitments under the Official Languages Act, 2003 www.pobail.ie
The Irish version of this leaflet can be downloaded here as a pdf file.

Communicating with us

Contact by telephone

Staff will endeavour to answer your call as promptly as possible; our aim is to respond to calls within 20 seconds
If the person you wish to speak to is unavailable, you may wish to leave a message with reception or use the voicemail option
We will respond to all voicemail messages promptly, and as a general rule, aim to respond by the following day

Contact by email/written correspondence

l We will aim to respond within 15 working days. If we are unable to make this deadline, we will write to explain why and tell you when you can expect a full reply

Please note during certain periods of the year, especially over the summer months, some of our staff will be involved in fieldwork and may not be in a position to reply within a short timeframe. You can be assured however that our staff will respond to you as quickly as possible on their return

Help us to help you

We can help you best if you:

Provide any information which is relevant to your query
Provide relevant documents and reference numbers
Provide contact details in your correspondence

Providing Information

We will provide clear, accurate and up-to-date information Publicly available documents and information leaflets will be available from our offices and on our website

Our Website

We will ensure that our website is:

Kept up to date
Complies with the W3C’s Web Content Accessibility Guidelines
Contains information relevant to our Customers

Feedback

Suggestions/Comments

The CFB is committed to consulting with its customers and to evaluating its services

You can help us by:

Providing comments, suggestions or complaints regarding the service you receive
Completing and returning any customer survey forms we may send you

Send your suggestion directly to the:

Customer Service Officer,
CFB, Swords Business Campus, Balheary Road,
Swords, Co. Dublin

Email: customerservice@cfb.ie

What to do if you are not happy

If you are unhappy with the quality of service you have received, you have the right to complain
All complaints will be dealt with promptly, fairly and impartially
In the first instance, the complaint should be brought to the attention of the relevant staff or division
If you are not satisfied with the initial response, you can direct your complaint to our Customer Service Officer. We will do our best to rectify the matter for you.

If you are not happy with our response you have the right to appeal to the Office of the Ombudsman
18 Lower Leeson Street, Dublin 2
Phone: 01 678 5222, LoCall: 1890 223030
email: ombudsman@ombudsman.irlgov.ie

Evaluation and Reporting

We will develop and activate an evaluation and reporting system in order to monitor the delivery of our customer service standards, which will include:

Customer consultation through the use of questionnaires and targeted focus group sessions
Comment cards and suggestion boxes
A feedback form on our web-site

We will report on our performance on our website

Where you will find us

We are located in North County Dublin, with our laboratory in Glasnevin, Dublin and our Fish Farms in Counties Tipperary and Westmeath.

Central Fisheries Board

Swords Business Campus
Balheary Road
Swords
Co. Dublin

Phone: 01 8842600 International: + 353 1 8842 600
Fax: 01 8360060 International: + 353 1 8360060
Email: info@cfb.ie Staff email: firstname.lastname@cfb.ie

CFB Laboratory

Swords Business Campus
Balheary Road
Swords
Co. Dublin

Phone: 01 836 9717 International: +353 1 836 9717
Email: firstname.lastname@cfb.ie

Roscrea Fish Farm

Roscrea
Co. Tipperary

Phone: 0505 21521 International: +353 505 21521
Fax: 0505 21466 International: +353 505 21466
Email: jim.walsh@cfb.ie

Cullion Fish Farm

Cullion
Mullingar
Co. Westmeath

Phone: 044 48115 International: +353 44 48115

[Return to the top of the page]