This is the link to INIS's customer charter which undeniably looks impressive in writing but many would concur that it's implementation is somehow invisible. Extract as follows:
Our Customers
Our customers come from many walks of life such as individual members of the public, elected representatives, the agencies associated with the Department, other Government Departments and Offices, international organisations and many voluntary and representative groups who do business with the Department,
Our Aim
We aim at all times to provide our customers with a professional, efficient and courteous service and to do our best to improve the standards of the service which we provide. The purpose of this Customer Charter is to set out the standard of service our customers can expect to receive from the Department.
(Note: the publication of a Customer Charter is not intended to create new legal rights for customers)
Our Commitment to our Customers
Customer satisfaction is very important to us and we aim to achieve this by:
giving our customers the best possible service and advice;
treating customers in a proper, fair, impartial and courteous manner;
aiming to ensure that rights to equal treatment set out by equality legislation are upheld in the delivery of our services;
aiming, where possible, to meet any special need our customers may have.
Link to full charter:
http://www.inis.gov.ie/en/INIS/Pages/Customer_Services