Customer Charter

Our commitment to our customers

We are committed to providing our customers with the highest quality service that addresses your needs and expectations. This charter describes the standard of service you can expect from us.

Complaints

We handle many complaints each year. This section explains the types of complaints we handle and how to go about making a complaint about the railways.

You may also wish to refer to our frequently asked questions section.

Occupational safety & health complaints

Complaints regarding occupational health and safety issues are handled by the Health & Safety Authority. Please see www.hsa.ie for further details.

Iarnród Éireann (Irish Rail) complaints

Iarnród Éireann (Irish Rail) are the owner / operator of the rail network. We regulate their activities. You should complain to Iarnród Éireann (Irish Rail), www.irishrail.ie , in the first instance and come to us if you are still dissatisfied.

Veolia (Luas - Light Rail) complaints

Veolia are the operator of Dublin's light rail network (Luas). We regulate their activities. You should complain to Veolia, www.luas.ie, in the first instance and come to us if you are still dissatisfied.

How to complain about the service you have received from the RSC

We aim to provide an efficient and helpful service to those who contact us for information on railway issues within the targets that the RSC has set. However, should you feel unhappy with the standard of service you have received; you should put your complaint in writing to the Head of Administration at our contact address.

Your complaint will be acknowledged and forwarded to the relevant member of the Senior Management Team to investigate your complaint.

We aim to respond and investigate such complaints within 20 working days. If it becomes apparent that our investigation will take longer, we will inform you at the earliest opportunity.

Should you remain dissatisfied with our response, you may contact the Department of Transport, Tourism and Sport , Public Transport Division to re-investigate the concerns you have raised. www.dttas.ie

Ultimately, it is the duty of the Oireachtas and the Transport Committee to ensure that transport related public bodies comply with the terms of their complaints handling procedure, and ensure that customers receive the service to which they are entitled.

Customer Service Standards

Offering easy access to our services

We are committed to providing easy access to our services by:

• Ensuring we use simple clear language
• Offer a range of options for contacting us
• Supply you with full, up-to date, accurate information in the format you request, whenever possible

Service through Irish

We are committed to doing our utmost to facilitate you if you wish to conduct your business with us through Irish.

• If you write to us in Irish, we will respond to you in Irish
• We will publish our important documents such as our Statement of Strategy and Annual Report in both Irish and English
• We will fulfil our obligations under the Official Languages Act 2003
• Our website is available in Irish.

Contact by telephone

If you contact us by telephone, our commitment to you is:

• We aim to answer 90% of all calls to our switchboard within 20 seconds
• We will direct your call to the most suitable person to answer your query
• We will respond to voicemail messages within one working day

Contact by letter

If you write or contact us by e-mail, our commitment to you is:

• We will issue an acknowledgement of your letter or email within one working day of receipt of your correspondence
• We will endeavour to respond fully to you within 15 working days in 90% of cases, or if this is not possible, we will write to explain why and advise you when you can expect a full response
• All correspondence will be written in clear language, only using technical terms where necessary and explaining any terms that are used
• Ensure all our written correspondence includes a contact name, telephone number, fax number and e-mail address.