- Customer Service
- Our Commitment to Standards
In our delivery of services to the public we aim to provide high quality services and we comply with the following:
We are committed to protecting the personal data you give us in compliance with our obligations under the Data Protection Acts 1988 to 2018 and the General Data Protection Regulation (GDPR). Please see our Data Privacy Notice and contact details of our Data Protection Officer
We are committed to the provision of services to citizens in Irish. We work to ensure full compliance with the legislation of the Official Languages Act 2003 . Through our Irish language scheme and customer charter, we seek to ensure the highest standard of service in Irish for citizens who wish to do business with us in Irish.
We are also active in promoting the Irish language within EU institutions too. Through Ireland’s diplomatic network, we facilitate and work with the Department of Arts, Heritage and the Gaeltacht in the promotion of the language more widely overseas through a programme of cultural and academic activities.
20 Year Strategy for the Irish Language 2010 - 2030 : Department of Foreign Affairs.
We comply with our obligations under Freedom of Information (FOI) legislation, under which you can access records held by the Department of Foreign Affairs and Trade.
The Freedom of Information Act 2014 allows you to access, to the greatest extent possible, information held by the Department. It gives you the right to have your personal data corrected or updated and to get reasons for decisions taken by the Department that affect you. Read about how you can make an FOI request.
We are committed to helping people with disabilities to access our services.
We have appointed an Access Officer in accordance with section 26 of the Disability Act 2005. The Access Officer is responsible for ensuring that help and advice are given to people with disabilities who wish to access our services.
Email the Access Officer ensuring you state that it is for the attention of the Access Officer.
Alternatively, you can contact the Access Officer as follows:
Human Resources HQ
Department of Foreign Affairs
76-78 Harcourt Street
Tel: 01 408 2000
Our Inquiry Officer will investigate any complaints made under section 38 of the Disability Act.
Our Inquiry Officer is Ken Mooney, and you can contact him at:
Human Resources HQ
Department of Foreign Affairs
76-78 Harcourt Street
Tel: 01 408 2000
Email Inquiry Officer ensuring you state that it is for the attention of the Inquiry Officer
The contents of these pages are provided as an information guide only. They are intended to enhance public access to information about the Department of Foreign Affairs and Trade.
While every effort is made in preparing material for publication, no responsibility is accepted by or on behalf of the State for any errors, omissions or misleading statements on these pages or any site to which these pages connect.
Although every effort is made to ensure the reliability of links to third-party sites, they are provided for convenience and for information purposes only. The provision of a link cannot be taken as an endorsement or approval of a third-party site or of the information and/or opinions that it contains. The Department of Foreign Affairs and Trade bears no responsibility for the content of a third-party site or any subsequent links that it contains and has no control over the content or availability of such a site. The third party site should be contacted for answers to any questions regarding its content.
We comply with the Regulations on the Re-use of Public Sector Information and we encourage the re-use of the information that we produce.
All of the information featured on our website is the copyright of the Department of Foreign Affairs and Trade unless otherwise indicated. You may re-use the information on this website free of charge in any format.
Re-use includes copying, issuing copies to the public, and publishing, broadcasting and translating into other languages. It also covers non-commercial research and study.
Conditions for using our information
Re-use is subject to the following conditions. You must:
- Acknowledge the source and our copyright in cases where you supply the information to others
- Reproduce the information accurately
- Not use the information in a misleading way
- Not use the information for the principal purpose of advertising or promoting a particular product or service
- Not use the information for or in support of illegal, immoral, fraudulent, or dishonest purposes
The Department of Foreign Affairs and Trade is not liable for any loss or liability associated with the re-use of information and does not certify that the information is up-to-date or error free. We do not authorise any user to have exclusive rights to re-use of our information.
Information we maintain
For further information on the re-use of information maintained by the Department please email us in the Freedom of Information Unit at firstname.lastname@example.org
We would like to thank Fáilte Ireland and the Defence Forces for the use of some of their photographs on this site.
Section 22 of the Protected Disclosures Act 2014 requires the publication of a report each year relating to the number of protected disclosures made in the preceding year and any actions taken in response to such disclosures.
No protected disclosures were received by the Department of Foreign Affairs and Trade in 2020.
The Children First Act 2015 was enacted in 2015 and was fully commenced on 11 December 2017. Further information on the Act and the Children First Guidelines can be found on the website of the Department of Children and Youth Affairs .
The Act places additional obligations on providers of certain services to children. While this Department has limited direct interaction with children, to meet our obligations under the Act, the Department has developed a Sectoral Implementation Plan and a Child Safeguarding Statement.
We aim to comply with Level Double-A of the Web Accessibility Initiative Web Content Accessibility Guidelines.
Customer Service Policy
Quality customer service is a key priority for this Department. The Customer Service Charter sets out the level of service you can expect when dealing with us.
We've developed our Customer Service Charter to ensure we consistently deliver the highest standard of service to all our customers, both at home and overseas.
View the Department of Foreign Affairs and Trade’s Customer Service Charter.
Complaints and Appeal Procedure
If you are not satisfied with the outcome of our complaints and appeal procedure, you can refer the matter to the Ombudsman by clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
Further contact details for the Ombudsman are at https://www.ombudsman.ie/contact/Office of the Ombudsman,
6 Earlsfort Terrace,
Dublin 2, D02 W773 Telephone: 01 639 5600 You should contact the Ombudsman for Children (www.oco.ie) if your complaint concerns a service provided to a child (under 18)
Our Commitment to Standards
We are actively involved in implementing our part in the national Public Service Reform process. In the management of our work we strive to achieve the highest standards and are guided by the following polices and processes to ensure efficiency and effectiveness:
This Public Service Reform Programme is being led centrally by the Department of Public Expenditure and Reform.
The goal is to achieve high-performing public service organisations that will work together to
- Provide value for money and quality public services
- Meet the needs of our community and also our international obligations
It is also underpinned by values of integrity, fairness, accountability and openness.
Our Integrated Reform Delivery Plan has been developed in the light of the Public Service Reform Programme.
It complements our reform and efficiency activities under the Croke Park Agreement (Public Service Agreement 2010-2014).
- The Department's Croke Park Action Plan
- Our most recent Progress Report and Savings Report
- Note on Productivity Achievements in the 12 Month Period to 31 March 2012
Our financial procedures and accounting policies are in line with the Public Financial Procedures issued by the Department of Finance. These are a set of guidelines, issued by the Department of Finance, to ensure that public finances are managed according to best practice.
We use the Public Financial Procedures to develop policies, procedures and guidelines for the Department and the management team that ensures our financial management is cohesive and meets the high standards expected from the public service.
On 17 June 2019 the Government published a new whole-of-Government Climate Action Plan aimed at ensuring that Ireland effectively plays its part in addressing the growing challenges of climate change. The Plan outlined how the various strands of national and local government will work to reduce our country’s greenhouse gas emissions, while at the same time strengthening our resilience and our capacity to adapt to the now unavoidable impacts of climate change. Further legislative measures in this regard are under active consideration by the Government.
The work of our Internal Audit Unit in the Department is governed by international Internal Audit Standards, which comprise:
- the Definition of Internal Auditing
- the Code of Ethics
- the International Standards for the Professional Practice of Internal Auditing (International Standards) issued by the global professional body, the Institute of Internal Auditors (the IIA).
Our fraud policy covers any fraud, whether perpetrated internally or externally against the Department. It includes fraud by any provider of goods and services but it does not relate to fraud in wholly independent organisations that have received grants or financial assistance from us.
Our key ways of preventing fraud are by
- Encouraging a culture of awareness and have measures in place to recognise and minimise the risk of fraud
- Having procedures in place for the prevention, detection, investigation, reporting and management of fraud
- Co-operating fully where an investigation of fraud is carried out
- Making available confidential and appropriate reporting mechanisms so that anyone, in good faith, can report genuine concerns
- Protecting those who in good faith report instances of suspected fraud
- Investigating immediately cases of suspected fraud in accordance with departmental and wider Civil Service procedures and, fully respecting the principles of due process and natural justice, pursue perpetrators to the fullest extent of the law
- Maintaining the principles of confidentiality in any investigation of fraud
- Learning from any occurrence of fraud to prevent it being repeated.
All our staff comply with the Civil Service Code of Standards and Behaviour
For more information on our ethics obligations under the Ethics in Public Office Act, 1995 and 2001, contact the Standards in Public Office Commission
18 Lower Leeson Street
Telephone: 01 678 5222
LoCall: 1890 223030