1. Mission Statement
"To drive the success of a world-class Irish food, drink and horticulture industry by providing strategic market development, promotion and information services."
2. Client Charter
We are committed to providing our clients with an excellent service. This charter sets out the nature and quality of services which clients and members of the public can expect having regard to Bord Bia's remit and the services it delivers. In this connection the term "clients" refers to Irish food and drink manufacturing companies.
3. Telephone Enquiries
Bord Bia's head office in Dublin will be available to answer your calls during the hours of 8.30am-5.30pm - Monday-Friday. We have a system in place to measure how quickly we respond to calls and this system is monitored and kept under review.
4. Communications
We shall endeavour to respond to enquiries from clients and members of the public as expeditiously as possible.
We will acknowledge all communications from clients sent to info@bordbia.ie within 24 hours of receipt Monday-Friday and aim to respond to all such queries within 5 working days of receipt. In the event where a response within 5 working days is not possible we will send an interim reply explaining the nature of the situation and a progress report.
We will give contact names in all communications to ensure ease of access to relevant staff members.
5. Appointments
We will be available to meet punctually with clients, by appointment, during normal office hours and, where it is unavoidable, we will try to be flexible outside such hours. We will deliver quality services with courtesy, professionalism and the minimum of delay. We aim to provide appropriate facilities for meetings and ensure that our offices are clean and safe.
6. Physical Access
We will continue to maintain an office and meetings environment that is efficient and well maintained and that complies with occupational and safety standards and, furthermore, that facilitates access for people with disabilities.
7. Our Websites
We will ensure that our websites are kept up to date, and contains information relevant to our client base. We will monitor and take account of client inputs to the online feedback facility which enables clients to record their views about the quality of the website.
8. The Provision of Information
We will ensure that all our generally available information is accessible in both electronic and printed formats. We will continue to support the provision by Bord Bia of general information relating to its activities in a way that is open and enhances its accountability to the general public.
9. Equal Status Policy
We are fully committed to providing a service that is accessible and relevant to all our clients and members of the public, accommodates needs and aspirations specific to particular groups and seeks equality of outcome.
10. Official Languages Act 2003
This Act has the primary objective of ensuring better availability and a higher standard of public services through Irish or bilingually (Irish and English). We will liaise with the Department of Community, Rural and Gaeltacht Affairs (DCRGA) so as to ensure compliance in relation to implementing the requirements of this legislation.
11. Complaints
We will maintain a well publicised, accessible, transparent and simple to use, system of dealing with complaints about quality of service. Complaints which cannot be resolved immediately by the Manager of the unit where the complaint arises, will be logged in a special register kept for this purpose in the Secretary's office; acknowledged within 5 working days and will be dealt with and replied to within 20 working days, or if this is not possible, will be the subject of a stated reason for the additional time requirement and a progress report.
In addition we will maintain a well publicised, accessible, transparent and simple to use system of appeal/review for customers who are dissatisfied with decisions in relation to services. In cases where a customer is not satisfied with the outcome or handling of a complaint notification will be sent to the Chief Executive's office who will implement a review process, and advise the appellant of the likely timeframe to complete.
12. Appeals
In addition we will maintain a well publicised, accessible, transparent and simple to use system of appeal/review for customers who are dissatisfied with decisions in relation to services. In cases where a customer is not satisfied with the outcome or handling of a complaint notification will be sent to the Chief Executive's office who will implement a review process, and advise the appellant of the likely timeframe to complete.
13. Feedback
We regard feedback as the key to understanding the needs and expectations of our clients. We encourage staff to use their day-to-day contact with clients as a means of gathering feedback on the quality of service provided. We evaluate individual activities as well as undertaking an independently conducted survey of clients annually to ensure we are apprised of the perceptions of the client base on the quality of our services.
Location
Local offices follow their respective normal commercial practices, including public holidays. Details of our offices can be found by following this link.