We in DOE take Customer Service very seriously. We understand that our level of service must meet very high standards in all that we do, and if we fall short of these there should be processes in place to allow you to raise your concerns or make a complaint. Any issues you raise will be dealt with in a professional and expedient manner.
At departmental level there is the DOE Whistleblowing Policy (.pdf 87KB) which provides you with advice about how to approach any serious concerns you may have about impropriety, wrong doing or the most serious complaints. If however, your complaint is more about service standards then the Department’s Agencies and Planning Divisions each have their own Complaints Procedures and associated documents. If you feel standards of service have not been upheld or perhaps you have received particularly good service from the Department, please refer to the relevant complaints procedure for details of where to direct your comments and the procedure we will follow.
The Department's Planning Divisions’ (formally The Planning Service) customer service aims are to ensure:
More detail can be found in the Planning Customer Service Statement. (.pdf 64KB).
If you feel any aspect of service has fallen short of what you can reasonably expect, further details on how to make a complaint can be found in the Planning Complaints Procedure (.pdf 136 KB).
Driver & Vehicle Agency
The DVA’s customer service aims are to:
The Northern Ireland Environment Agency has a Customer Charter (.pdf 464KB) document and an Environmental Legislation and Service Standards (.pdf 760KB) document. If you are not satisfied with the standard of service you have had in your interaction with the Agency you can download the NIEA Complaints Procedure (.pdf 436KB).