Customer Charter 2019 – 2021
Ordnance Survey Ireland has a responsibility, under the Public Sector Equality and Human Rights Duty or Public Sector Duty, to promote equality, prevent discrimination, and protect the human rights of their employees, customers, service users, and everyone affected by their policies and plans.
Ordnance Survey Ireland (OSi) is the national provider of trusted, maintained Geospatial Data and platforms to ensure the State’s digital geography is easy to find, share and use.
OSi has a proud tradition spanning three centuries of delivering quality products and services to its customers. Our Customer Charter sets out the level of service we aim to provide for our customers, in line with the 12 Principles of Quality Customer Service.
Our Contact Details:
Ordnance Survey Ireland
Ordnance Survey Road
E-mail: be [email protected]
Tel: +353 1 802 5300
Compliments, Complaints, and Feedback
If you wish to give feedback or are unhappy with the quality of service you have received you have the right to complain. OSi is committed to delivering a high level of customer service.
We are committed to:
- Dealing with complaints in a courteous and efficient manner
- Resolve complaints where possible at the first point of contact
- Correcting any mistakes as quickly as possible
- Ensuring any errors do not re-occur
A complaint in the first instance should be taken up directly with the individual who provided the service or in his/her absence the supervisor of that area.
If it is not possible to resolve the matter with a staff member or supervisor you may direct the complaint, preferably in writing, to OSi’s Customer Service Officer, who can be contacted at:
Email: [email protected]
Tel: +353 1 8025 300
The Customer Service Officer will issue a formal acknowledgment within 5 working days.
We will work to issue a full response to the complaint within 30 working days of receipt.
In complex circumstances, our response may be longer than 30 working days. In that instance, we will inform the customer of that within 30 days of first receiving the initial complaint. We will also provide an estimate of the timescale for bringing the investigation to a conclusion, an explanation for the delay, and an update will be provided every 20 working days thereafter.
If the complaint is upheld then steps will be taken to remedy the fault and we will provide appropriate redress to the customer.
If you remain dissatisfied with the outcome of the investigation you have the right to appeal. In the first instance, this will be investigated by the line manager responsible for Customer Service. If the matter fails to be resolved at that stage you have a right to appeal to the General Manager of Business & Marketing who has full responsibility for the management of all aspects of customer service and who reports to the Chief Executive Officer. If the matter is still not resolved, you have the right to appeal to the Office of the Ombudsman.
Purchasing OSi Products and Services
To help us to provide an efficient service and excellent experience customers should:
- Use our online service at www.osi.ie to purchase our products including Planning Packs (Digital and Paper), Land Registry Maps and Tourist/Leisure Maps.
- Purchase through our Official Agents. (Please see our website www.osi.ie for further details).
- Contact Map Sales by email at [email protected]
- Familiarise themselves with Copyright, Planning and Land Registry Guidelines
Suggested Customer Preparation prior to contacting OSi
Before contacting OSi please have all your details ready such as transaction number, co-ordinates, locality and type of map.
Always treat our staff with courtesy, patience and respect.
Contact us by email on one of the email addresses listed below.
More information on OSi’s customer service commitments can be found in OSi’s Customer Service Action Plan 2019 – 2021.
Service through the Irish language
As an organisation, OSI is committed to providing quality services in both Irish and English. We will comply with the Official Languages Act 2003 and any Regulations made under the Act.