{"id":3808,"date":"2022-04-15T14:35:33","date_gmt":"2022-04-15T13:35:33","guid":{"rendered":"https:\/\/kcetb.ie\/?page_id=3808"},"modified":"2022-11-09T12:37:21","modified_gmt":"2022-11-09T12:37:21","slug":"customer-service-charter","status":"publish","type":"page","link":"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/customer-service-charter\/","title":{"rendered":"Customer Service Charter"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3808\" class=\"elementor elementor-3808\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6204a478 elementor-section-full_width elementor-section-height-min-height elementor-section-stretched elementor-section-items-bottom elementor-section-height-default\" data-id=\"6204a478\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-51eebb8f\" data-id=\"51eebb8f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1994d51b elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"1994d51b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Customer Service Charter<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7cf121e9 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7cf121e9\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5e2a133d\" data-id=\"5e2a133d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a7a9689 elementor-widget elementor-widget-menu-anchor\" data-id=\"a7a9689\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3fbf435a elementor-widget elementor-widget-text-editor\" data-id=\"3fbf435a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The purpose of this Customer Charter is to set out the standard of service we have set for KCETB and what our customers can expect from our organisation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4190a07 elementor-widget elementor-widget-heading\" data-id=\"4190a07\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What we do<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2b69095 elementor-widget elementor-widget-text-editor\" data-id=\"2b69095\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Kilkenny and Carlow Education and Training Board (KCETB) is a leading provider of education and training in the south east, enabling more than 14,000 learners annually to reach their potential by offering a series of education pathways in schools, colleges, training centres and community settings. Our remit includes the management and operation of 13 post-primary schools, two colleges of further education and training, an extensive range of adult and community education services across Kilkenny and Carlow, the co-ordination of youth services, and the promotion of music education through Music Generation. At KCETB, we promote a culture of learning for all and recognise the importance of our role within our local communities. Our tagline is Flourish through learning with KCETB and the student is at the heart of everything we do as we strive for excellence in education, training and service delivery.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-57ce47b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"57ce47b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-238c4ed\" data-id=\"238c4ed\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6a505ec elementor-widget elementor-widget-heading\" data-id=\"6a505ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our Customers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88acdd8 elementor-widget elementor-widget-text-editor\" data-id=\"88acdd8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The following groups are considered our customers:<\/p><p><strong>Our Internal Customers<\/strong><\/p><ul><li>our employees<\/li><li>existing students in our schools and centres<\/li><li>the elected members of our board and various committees<\/li><\/ul><p><strong>Our External Customers<\/strong>:<\/p><ul><li>parents and guardians<\/li><li>members of the public<\/li><li>members of statutory, voluntary and community groups<\/li><li>prospective learners and students<\/li><li>key external stakeholders, communities and visitors to whom we provide a service; statutory bodies, government departments, voluntary bodies and other external groups with whom we interact.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2f41bf8\" data-id=\"2f41bf8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-38c32e05 elementor-widget elementor-widget-heading\" data-id=\"38c32e05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our Aim<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fb9c271 elementor-widget elementor-widget-text-editor\" data-id=\"2fb9c271\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our aim is to provide our customers with a professional, efficient and courteous service and to continue to improve the standard of the service we provide.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6fcd0cc4 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6fcd0cc4\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-254621a0\" data-id=\"254621a0\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c2f1164 elementor-widget elementor-widget-heading\" data-id=\"c2f1164\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Our Commitment to our customers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a245952 elementor-widget elementor-widget-text-editor\" data-id=\"6a245952\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customer satisfaction is very important to us. To this end, we will at all times try to:<\/p><ul><li>provide our customers with the best possible service<\/li><li>treat our customers in a proper, fair, impartial and courteous manner<\/li><li>endeavour to ensure that rights to equal treatment, as set out by equality legislation, are upheld in the delivery of our services<\/li><li>aim, where possible, to meet any special needs our customers may have<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6e73df1 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6e73df1\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-90ac477\" data-id=\"90ac477\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f5ee49c elementor-widget elementor-widget-heading\" data-id=\"f5ee49c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Seirbh\u00eds tr\u00ed ghaeilge <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bcf422 elementor-widget elementor-widget-text-editor\" data-id=\"5bcf422\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>D\u00e9anfaimid gach iarracht chun freastal ar dhaoine ar mian leo a ngn\u00f3 a dh\u00e9anamh tr\u00ed mh\u00e9an na Gaeilge<\/li>\n<\/ul>\n<ul>\n \t<li>We will make every effort to accommodate people who wish to conduct their business through the medium of Irish<\/li>\n \t<li>In addition, we will publish our publications bilingually and maintain our website in the Irish language<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d5604b elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5d5604b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0830aa5\" data-id=\"0830aa5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2f4c9bd elementor-widget elementor-widget-heading\" data-id=\"2f4c9bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How you can contact us<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3419440 elementor-widget elementor-widget-text-editor\" data-id=\"3419440\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our customers can contact us by:<\/p><ul><li>calling to one of our offices or centres<\/li><li>telephone<\/li><li>email<\/li><li>sending a letter<\/li><li>accessing our website<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0c14b0d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0c14b0d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f629039\" data-id=\"f629039\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-92e8bbc elementor-widget elementor-widget-heading\" data-id=\"92e8bbc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Visitor to our offices, schools and centres<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0607cd elementor-widget elementor-widget-text-editor\" data-id=\"d0607cd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>We will ensure that visitors are seen punctually during normal office hours (9am to 5pm, Monday to Friday) and are dealt with promptly and efficiently<\/li><li>We will treat all of our customers in a polite, courteous and fair manner<\/li><li>We will ensure that all enquiries are dealt with promptly and efficiently<\/li><li>We will provide facilities which are safe, accessible and maintained to a high standard<\/li><li>We will respect your privacy and confidentiality<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-1c4a49f\" data-id=\"1c4a49f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1c26ae2 elementor-widget elementor-widget-heading\" data-id=\"1c26ae2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Telephone calls<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-faaa071 elementor-widget elementor-widget-text-editor\" data-id=\"faaa071\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>We will be available to answer telephone calls during normal office hours (9am-1pm and 2pm-5pm, Mon-Fri)<\/li><li>We will endeavour to answer all calls promptly, identifying ourselves and our area of work<\/li><li>We will be polite, helpful, and do our best to provide clear and correct information<\/li><li>If we cannot provide the right information straight away, we will take the customer\u2019s details and call them back<\/li><li>We will only connect callers to voicemail when the person they wish to speak to is unavailable, and we will endeavour to respond to voicemail messages within one working day<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c70b8e0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c70b8e0\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-2ee5d56\" data-id=\"2ee5d56\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68d2e40 elementor-widget elementor-widget-heading\" data-id=\"68d2e40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Letters sent to KCETB<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7308281 elementor-widget elementor-widget-text-editor\" data-id=\"7308281\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>We aim to acknowledge receipt of all postal correspondence within five working days of receipt, and issue a substantive reply to a query within 20 working days<\/li><li>Where this is not possible, we will advise on the reasons for the delay<\/li><li><p>We will provide a contact name, address, telephone number and email address in all our correspondence<\/p><\/li><li><p>We will write clearly and simply, avoiding technical terms as much as possible<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28594ca elementor-widget elementor-widget-heading\" data-id=\"28594ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Website<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fa3f66 elementor-widget elementor-widget-text-editor\" data-id=\"7fa3f66\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>We will endeavour to ensure that the information on our website is clear and accurate, and that any technical terms and acronyms will be explained as appropriate<\/li><li>We will provide all necessary information, forms and publications on our website that can be accessed at your convenience<\/li><li>We will make sure our website meets accessibility standards<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ff2fae5\" data-id=\"ff2fae5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-845aae6 elementor-widget elementor-widget-heading\" data-id=\"845aae6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Email<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e91871 elementor-widget elementor-widget-text-editor\" data-id=\"6e91871\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>We will endeavour to acknowledge all correspondence within three working days and will endeavour to reply within five working days or less<\/li><li>We will ensure that all our email correspondence includes a contact name, telephone number and email address<\/li><li>If a customer query needs to be forwarded to another service or centre within KCETB, we will inform the customer we have done so and to whom the query has been forwarded<\/li><li>We will write clearly and simply, avoiding technical terms as much as possible<\/li><li>All staff members will have an email signature containing contact information on their correspondence<\/li><li>Where a staff member is absent for two or more days, they will use an \u2018out of office\u2019 email that provides an alternative contact<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-28480ef6 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"28480ef6\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4be04e3a\" data-id=\"4be04e3a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-654620fd elementor-widget elementor-widget-heading\" data-id=\"654620fd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Help us to help you<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fcc4ba elementor-widget elementor-widget-text-editor\" data-id=\"2fcc4ba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We can help our customers best if they:<\/p><ul><li>Provide us with full and accurate information, and follow\/complete any checklists or guidelines they have been given<\/li><li>Ensure their name, reference number, address and any additional information is provided, if required<\/li><li>Request an appointment if they wish to see a particular member of staff<\/li><li>Treat our staff politely and with respect<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0390bdb elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0390bdb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d29cb1e\" data-id=\"d29cb1e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b089355 elementor-widget elementor-widget-heading\" data-id=\"b089355\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">If a customer is not happy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c691c3b elementor-widget elementor-widget-text-editor\" data-id=\"c691c3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li>If a customer is unhappy about the quality of our service, they have the right to complain \u2013 \u00a0ideally at the point where the service was provided<\/li>\n \t<li>We will deal with any complaint in an open and objective manner<\/li>\n \t<li>Formal complaints will be acknowledged within five working days and responded to within 20 working days<\/li>\n \t<li>If the nature of the customer complaint is complex, we will let them know the extended timeframe required<\/li>\n \t<li>Further information on our complaints procedure and our Customer Service Action Plan is available on our website<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The purpose of this Customer Charter is to set out the standard of service we have set for KCETB and what our customers can expect from our organisation. What we do Kilkenny and Carlow Education and Training Board (KCETB) is a leading provider of education and training in the south east, enabling more than 14,000&hellip; <a class=\"more-link\" href=\"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/customer-service-charter\/\">Continue reading <span class=\"screen-reader-text\">Customer Service Charter<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"parent":3868,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-3808","page","type-page","status-publish","hentry","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Charter - Kilkenny and Carlow ETB<\/title>\n<meta name=\"description\" content=\"The purpose of this Customer Charter is to set out the standard of service we have set for KCETB and what our customers can expect from our organisation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/customer-service-charter\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Charter - 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