Customer Charter & Customer Action Plan

Transcription

1 SFPC Plicy Custmer Charter & Custmer Actin Plan Dc N: PR036 Rev N.: 01 P a g e 1 f 5 Issue Date: Written by: M. Geghegan Apprved by: Bard f Directrs Custmer Charter & Custmer Actin Plan Apprved by Shannn Fynes Prt Cmpany Bard f Directrs 05/04/2018

2 Cntents Intrductin... 3 Abut Shannn Fynes Prt Cmpany... 3 Quality Custmer Service... 3 Custmer Charter... 4 SFPC Management System... 4 Our Cmmitment t Yu... 4 Cntacting Us... 4 Respnding t Yu... 5 Data Prtectin... 5 Visitrs t Our Offices... 5 The Irish Language... 5 Diversity and Equality... 5 Websites and Publicatins... 6 Prcurement... 6 Custmers with Disabilities... 6 Custmer Cmplaints Prcedure... 6 Custmer Actin Plan... 7 Service Standards... 7 Training and Develpment... 7 Mnitring and Evaluating... 7 Infrmatin... 7 Timeliness and Curtesy... 8 Chice:... 8 Equality/Diversity... 8 Physical Access... 8 Official Languages Equality... 8 Better C-rdinatin... 8 Internal Custmer... 8 Custmer Feedback... 9 Cmplaints Prcess... 9 Appeals: P a g e

3 Intrductin Abut Shannn Fynes Prt Cmpany Shannn Fynes Prt Cmpany (SFPC) is cmmitted t ensuring that all custmers and stakehlders in ur facilities are prvided with excellent and efficient service. This includes efficiency in the delivery f ur peratinal services as well as curtesy and prfessinalism in hw we interact with prt users, emplyees and stakehlders. Our key activities centre n the prvisin f a safe haven fr shipping in the Shannn Estuary by traffic management within the prt limits; the maintenance and develpment f terminal and shre-side facilities; and the peratin f carg handling and lgistic services. Quality Custmer Service The prvisin f quality custmer service is central t Shannn Fynes Prt Cmpany activities and we strive t cntinually imprve ur business practices in rder t prvide the highest standards in ur dealings with ur custmers. In carrying ut ur rles and respnsibilities, ur staff are cmmitted t prviding a prfessinal, efficient and curteus service in accrdance with the 12 Principles f Quality Custmer Service (Quality Custmer Service Initiative, Department f Public Expenditure & Refrm). These 12 principles are reprduced at Appendix A. The way in which we will hnur ur cmmitments t prviding quality service are set ut in ur Custmer Charter included in this dcument. Our Custmer Actin Plan als identifies the ways in which we will mnitr ur perfrmance and the measures we will prvide t address any issues where ur custmers feel that they have nt been dealt with in accrdance with ur cmmitments. 3 P a g e

4 Custmer Charter This Charter has been develped with the aim f prviding a quality service fr ur custmers that will be delivered by SFPC staff members in a cnsiderate, curteus and helpful manner. In return, we expect ur staff t be treated with curtesy and respect. SFPC Management System In rder t prvide a cnsistently high and cntinually imprving service SFPC has elected t use a frmal system in rder t facilitate the management and develpment f the cmpany. This system is based n an integrated mdel and as a guiding principle the understanding and delivery f its Custmer and/r interested parties requirements is key t attaining its shrt and lng-term bjectives. These include: Understand the current and future needs f ur custmers and reflect these in ur perating plicies and systems and verall business strategy Implement management prcesses and measurements which supprt the delivery f ur business strategy Ensure that all ur emplyees are trained and cmpetent t supprt delivery f ur service bjectives Wrk with suppliers and ther business partners in an pen and transparent way t align ur mutual interests and derive maximum value fr ur business strategy Maintain a system f nging review and fcus n cntinual imprvement f all ur prcesses Adhere t all statutry bligatins and cmply with the requirements f ur Sharehlder Maintain certificatin f the Management System t internatinally recgnised quality management standards. The Respnsibility fr the verall directin and bjectives f the Management Plicy lies with the Chief Executive and Management Team, wh ensure that the Plicy is understd, implemented and maintained at all levels f the rganisatin. All emplyees are respnsible fr understanding the requirements related t their functin. Our Cmmitment t Yu SFPC is cmmitted t prviding a prfessinal, efficient and curteus service t all ur custmers. Cntacting Us We will prvide details f the varius ways in which we may be cntacted n ur website. We will prvide specific cntact infrmatin in all crrespndence. 4 P a g e

5 Respnding t Yu We will prvide clear, timely and accurate replies t all crrespndence we receive, including s. We will respnd in plain English/Irish aviding, if at all pssible, the use f technical terms and references. Crrespndence will be acknwledged within 5 wrking days f receipt. A full respnse will issue within 20 wrking days f receipt r, where this is nt feasible, an interim reply will be issued, explaining the reasn why mre time t respnd is required and advising when a substantive respnse is expected t issue. If crrespndence relates t a matter that des nt cme within the remit f SFPC, we will prmptly advise yu and, if pssible, infrm yu f the apprpriate bdy/bdies t whm yur crrespndence shuld be addressed. Staff members will identify themselves when answering phne calls. In the event that it is necessary t transfer a caller, the staff member will advise the caller f the reasn fr the transfer and the name f the individual r Department they are being transferred t. Where calls are received thrugh ur main cntact telephne number they will be directed t the apprpriate SFPC Department Vic messages and autmated respnses will be updated as apprpriate t indicate staff availability. Data Prtectin We will cmply with assciated Data Prtectin Acts and will ensure that all crrespndence we receive is prcessed and respnded t having full regard t the prvisins f the legislatin. Visitrs t Our Offices We will ensure that visitrs t ur ffices are treated in a curteus and respectful manner at all times. We will ensure that ur receptin and meeting facilities are fully accessible t all ur custmers, cmply with Health & Safety standards and are maintained t the highest standard. The Irish Language We are cmmitted t meeting ur bligatins under the Official Languages Act 2003 and will endeavur t ensure that custmers wh wish t cnduct their business with us thrugh Irish can d s. Our publicatins will, as apprpriate, be prduced in bth Irish and English. Diversity and Equality We will respect the principles f equality and the diversity f ur custmers in the delivery f ur services. 5 P a g e

6 Websites and Publicatins We will prvide and maintain ur websites t ensure that they are easily accessible, up-t-date and infrmative. We will ensure that ur publicatins are clear, address user needs and are available n ur websites. Prcurement We will cmply with relevant EU and natinal legislatin, related regulatins, Departmental guidelines, circulars and cdes f practice relevant t prcurement activities. We will cmply with ur statutry bligatins under the Prmpt Payment f Accunts legislatin. Custmers with Disabilities We will make every effrt t ensure that access t all areas f ur premises and t all f ur services is available fr peple with disabilities. Custmer Cmplaints Prcedure We will perate and maintain a custmer cmplaints prcedure t thrughly, fairly and efficiently investigate any cmplaints made by ur custmers abut the quality f service they receive in their dealings with us. Details f ur cmplaints prcess is prvided as part f the Custmer Actin Plan. 6 P a g e

7 Custmer Actin Plan Shannn Fynes Prt Cmpany is cmmitted t delivering n the cmmitments that we make in ur Custmer Charter. During the perid f this plan, we will mnitr and evaluate ur perfrmance and prvide apprpriate feedback channels and cmplaint prcedures fr ur custmers, as utlined in the fllwing paragraphs. Service Standards T maintain suitable service standards SFPC will: Ensure ur services and facilities are available in line with agreed custmer s requirements Mnitr, measure and review the delivery f ur services in rder t cntinuusly identify areas fr imprvement Have regular dialgue with ur custmers n their future requirements, and incrprate these in ur nging peratinal and develpment planning. Training and Develpment We will prvide apprpriate training fr key staff wh interact with custmers n a daily/regular basis. Mnitring and Evaluating We will mnitr and evaluate ur perfrmance thrugh the use f internal management infrmatin systems and ther apprpriate means. We will prmptly implement measures t imprve ur services when pprtunities t imprve are identified. Infrmatin We will: Take a practive apprach in prviding infrmatin that is clear, timely and accurate, is available at apprved pints f cntact and meets the requirements f peple with specific needs. Ensure that the ptential ffered by Infrmatin Technlgy is fully availed f and that the infrmatin available n the cmpany website fllws the guidelines n web publicatin. Use ur website as a key resurce fr the prvisin f infrmatin n ur prducts and services Ensure that ur Terms and Cnditin f Trade and ther imprtant trading infrmatin is publicly available n ur website Deal with all stakehlders curteusly and in a timely manner Strive t simplify ur transactins with third parties 7 P a g e

8 Timeliness and Curtesy SFPC will endeavur t deliver quality services with curtesy, sensitivity and the minimum delay, fstering a climate f mutual respect between prvider and custmer. Chice: Where feasible, SFPC will be flexible in terms f peratinal pening hurs/wrking and delivery times and availability and methds f payment. Where practicable, SFPC will use available and emerging technlgies t ensure maximum access and chice and quality f delivery. Equality/Diversity We will treat all custmers, emplyees and ther stakehlders equally, regardless f race, gender, religius belief, age, disability, marital status, family status, sexual rientatin r membership f minrity r ethnic cmmunities. We will ensure the rights t equal treatment, established by equality legislatin, and accmmdate diversity, s as t cntribute t equality fr thse grups cvered by equality legislatin. SFPC will wrk t eliminate barriers t access t services fr peple experiencing pverty and scial exclusin, and fr thse facing gegraphic barriers t services. Physical Access SFPC will prvide clean, accessible public ffices that ensure privacy, cmply with ccupatinal and safety standards and, as part f this, facilitate access fr peple with disabilities and thers with specific needs. Official Languages Equality SFPC will prvide quality services thrugh Irish and/r bilingually and infrm custmers f their right t chse t be dealt with thrugh ne r ther f the fficial languages. Better C-rdinatin SFPC will fster a mre c-rdinated and integrated apprach t delivery f public services. Internal Custmer SFPC will ensure that emplyees are recgnised as internal custmers and that they are prperly supprted and cnsulted with regard t service delivery issues. 8 P a g e

9 Custmer Feedback We welcme and value ur custmers views, suggestins and cmments, whether psitive r negative, n all aspects f ur custmer services. This feedback helps us t identify what we are ding well and t address and rectify any shrtcmings s that we can prvide yu, ur custmer, with a better quality service. Custmers may submit their views/cmments, etc. t us by writing t: Shannn Fynes Prt Cmpany Harbur Office Mill Huse Fynes C. Limerick Cmplaints Prcess SFPC are cmmitted t addressing any cmplaints in a timely, prfessinal and practive manner. As such the fllwing will apply when dealing with cmplaints: SFPC will maintain a register f cmplaints received supprted by a system which is accessible, transparent and simple-t-use when dealing with cmplaints abut the quality f service prvided. The cmplaints prcess is straightfrward and infrmatin relating t such will be available t custmers and clients at n cst n the cmpany website. Where yu are dissatisfied with any aspect f ur service a cmplaint can be sent t custmerservice@sfpc.ie. Please include yur full name and cntact details, tgether with the nature f the cmplaint. Yur message will be registered and an initial respnse will be issued within 7 wrking days; this will include ur respnse and any prpsed crrective actin. Once registered cmplaints will be directed t the relevant Department fr review. Where applicable Department Managers will assume respnsibility fr any crrective actins required / agreed. If, fllwing implementatin f any crrective actins, the custmer remains dissatisfied, the matter can be raised with the CEO fr further cnsideratin. Please nte that this prcess shuld nly be used when issues are f a nn-rutine nature. Cntent f the cmplaints register will be discussed at regular Management, Department and IMS meetings. In s far as is reasnable cmplaints will be addressed as quickly as pssible and the custmer will be kept infrmed f prgress. Appeals: SFPC will maintain a frmalised, well-publicised, accessible, transparent and simple-t-use system f appeal/review fr custmers wh are dissatisfied with decisins in relatin t services. 9 P a g e