Skip to content Homepage Site Map Details Access Key Details
Skip the NI Direct Bar
Department of the Environment (DOE)

Northern Ireland Environment Agency

Driver & Vehicle Agency



Customer Service

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 PolicyOpens in a new window. PDF Document. Opens in a new window.(.pdf 60KB) 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.

Planning

The Department's Planning Divisions’ (formally The Planning Service) customer service aims are to ensure:

  • staff treat you with courtesy and professionalism;
  • facilities are comfortable and accessible, and
  • advice and guidance is readily available, easy to understand, accurate and up-to-date.

More detail can be found in the Planning Customer Service Statement.Opens in a new window. PDF Document. Opens in a new window. (.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 ProcedureOpens in a new window. PDF Document. Opens in a new window. (.pdf 136 KB).

Driver & Vehicle Agency

The DVA’s customer service aims are to:

  • provide a high quality service;
  • meet or exceed our standards and targets; and
  • treat all customers fairly and equally.

More detail can be found in the  DVA Customer CharterOpens in a new window. PDF Document. Opens in a new window.(.pdf 6MB) and DVA Customer Services GuideOpens in a new window. PDF Document. Opens in a new window. (.pdf 208KB). Information on how to make a complaint can be found on the NI DirectOpens in a new window. PDF Document. Opens in a new window.website.

NIEA

The Northern Ireland Environment Agency has a Customer CharterOpens in a new window. PDF Document. Opens in a new window. (.pdf 464KB) document and an Environmental Legislation and Service StandardsOpens in a new window. PDF Document. Opens in a new window. (.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 ProcedureOpens in a new window. PDF Document. Opens in a new window. (.pdf 436KB).