The Workplace Relations Commission has updated its Customer Service Charter and its Customer Service Complaints Procedures.
The Customer Services Charter sets out the standards and level of service you can expect when dealing with our organisation. It does not cover in detail all the functions and services we provide but outlines our commitment to you, and describes
- the levels of service you are entitled to expect in your dealings with us
- how to make a complaint
- how to help us to help you
- how to contact us
- The Customer Service Complaints Procedure sets out the procedures to be followed should you be dissatisfied concerning the provision of a service or services by the Workplace Relations Commission as set out in our Customer Services Charter.
The definition of a customer complaint has been updated to reflect our experience to date in resolving issues at an early stage, in which case a customer complaint procedure is not merited. We now define a complaint as an expression of dissatisfaction concerning the provision of a service or services by the WRC as set out in our Customer Services Charter, which remains unresolved following an initial attempt by the customer to raise this with relevant line division of the WRC.
Please note that the Customer Service Complaints Procedures does not apply to the outcome of any mediation, conciliation or, adjudication carried out by the Workplace Relations Commission. If you think an adjudication decision or recommendation is incorrect, you may wish to appeal against this decision/recommendation. You cannot challenge the decision or recommendation through this procedure.
Additional information has been added regarding disability accessibility and our commitment to ensure that all our public spaces and meeting rooms comply with occupational and safety standards and, as part of this, facilitate access for people with disabilities and others with specific needs. Our Access Officer can arrange extra help for people with disabilities who use our information, services and attend our events.
Copies of both documents may be accessed and/or downloaded on the links below.