Customer Service Charter

As the statutory development agency for sport, Sport Ireland’s work is focused on ensuring that Ireland is an active nation where people are encouraged to start, continue to participate, progress and achieve in sport.

Key to this is working closely with our partners to optimise the effectiveness and impact of the organisations, people and places providing sporting opportunity.

We are committed to providing a quality service to the public sector and our customers. To achieve this, we will interact with our customers and stakeholders in a clear, polite, helpful, open and professional manner and treat our customers fairly and consistently.

At all times we seek to instil, develop and maintain values and behaviours that maximise our capacity to achieve our objectives. In addition to our duty to be professional, responsive, open and accountable, we are firmly committed to continual reform, innovation and improvement.

In an environment of change, competing demands and obligations, our values underpin our work and are demonstrated in all outputs.

Sport Ireland’s five core values are summarised below:

1. Inclusion
2. Respect
3. Excellence
4. Accountability
5. Integrity

As set out in the Sport Ireland Act, 2015, Sport Ireland was established on 1 October 2015. It is the authority tasked with the development of sport in Ireland. This includes participation in sport, high performance sport, anti doping, coaching and the development of the Sport Ireland Campus.

In support of its role, Sport Ireland will work to:

• Support its partners, particularly National Governing Bodies and Local Sports Partnerships, to increase levels of introductory and sustained participation in sport and physical activity for all.
• Deliver high performance sport success.
• Communicate the value and benefits of, and lead national thinking on, sport.
• Develop a stronger and more effective, safe, fair sports sector with the ambition to achieve the highest standards of governance.
• Increase the number and quality of the coaches, officials, administrators and volunteers who run and support sport.
• Promote diversity and inclusion and be proactive in supporting the sector to provide opportunity to develop physical literacy and for lifelong participation in sport for everyone.
• Optimise the impact of Government investment in sport.

Sport Ireland works with a wide range of customers and stakeholders: 

• Sports Arena: National Governing Bodies, Local Sports Partnerships, other funded bodies, Olympic Federation of Ireland, Paralympics Ireland, individual sportspersons, coaches and the World Anti Doping Agency.
• Government Departments: Department of Tourism, Culture, Arts, Gaeltacht, Sport and Media, Department of Education, Department of Health and Department of Children, Equality, Disability, Integration and Youth, etc.
• Public bodies: Healthy Ireland, Health Products Regulatory Authority, Pharmaceutical Society of Ireland.
• General public.
• Other bodies: media, schools, universities, interest groups, etc.

It is important to note that in comparison with some public sector bodies, our level of direct engagement with members of the public is considerably lower, with the vast majority of our engagement being directly with the bodies and athletes we fund.

As a public sector organisation, we are committed to providing a quality service to citizens. In order to achieve this, we will interact with our customers in a clear, polite, helpful, open and professional manner and treat our customers fairly and consistently.

These principles provide a framework for how we engage with the public, our stakeholders, and each other, ensuring that our services are accessible, fair, responsive, and continuously improving.

This Customer Charter supports this aim by:

• Providing clean, accessible public offices by complying with occupational and safety standards, and by facilitating access for people with disabilities and other specific needs.
• Delivering a service to the public in a timely and courteous way.
• Dealing effectively with complaints by maintaining a simple to use complaints procedure.
• Dealing fairly and equitably with appeals by maintaining a simple to use appeals procedure.
• Ensuring the needs of the public are met by providing a structured approach to consultation, particpation and evaluation.
• Providing choice, where feasible, in service delivery by using available and emerging technologies.
• Providing quality services bilingually, Irish and English, where possible.
• Ensuring that our staff are properly supported and consulted with regard to service delivery issues.
• Optimising the impact of Government investment in sport.

Written

• We aim to acknowledge all written communication, emails and letters, within five working days and provide a definitive reply or answer within 15 working days. Where an out of office reply is received, we will give alternative contact details for written communications.
• If correspondence is received by us which is meant for another Department, Agency, Organisation etc., we will forward this correspondence to them immediately and request that they contact you directly.

Telephone

• When you telephone us, we will be available where possible to answer your calls during normal office hours, 9.00am to 5.00pm, Monday to Friday, with voicemail available outside these hours.
• Our aim is to process all telephone enquiries within 24 hours.
• We will identify ourselves and our area of work when you contact us.
• We also aim to be courteous, helpful, and to provide you with clear and accurate information.
• If we cannot provide an immediate answer, we will take details and call you back within 24 hours or at an agreed time.
• We will only connect callers to voicemail when the person they wish to speak with is unavailable.
• We aim to respond to voicemail messages within one working day or on our return to the office.
• We will update our voicemail regularly.
• We will give alternative contact details if staff members are away from the office for more than a day.
• We will make every effort to accommodate you if you wish to conduct your business through Irish.

In Person Visits

• We will be available to meet you punctually and by appointment during office hours.
• We will try to be flexible in arranging to meet you outside our office hours.
• We will receive you courteously, be helpful and fair in our dealings and attempt to deal with your enquiry as soon as possible.
• We will review access to our offices for all our clients in accordance with the National Disability Authority guidelines.

Information

• We will ensure that all our generally available information is accessible and accurate for all our clients.
• For further information regarding the provision of Anti Doping and Grant Investment Information, please refer to the Sport Ireland Customer Service Action Plan.

Sport Ireland welcomes your feedback and uses it to improve our services.

• To ensure that your views, both negative and positive, are communicated to us, we provide freepost comment cards and an online feedback facility on our website to express your opinions.
• Social media communication does not fall within the scope of formal communication channels.
• Sport Ireland is committed to providing an open, accountable and accessible system of procedures and processes in relation to all areas of its work. Any suggestions as to how we might improve our services may be directed to customerfeedback@sportireland.ie.

Complaints About Delivery of Sport Ireland’s Customer Service Charter

Sport Ireland aims to provide a professional service and to get things right the first time. Despite our best endeavours, we recognise that things may not always meet customer expectations. We have a standard procedure in place to ensure that we investigate your complaint fully and fairly.

What does our Complaints Procedure cover?

Complaints about issues such as delays, mistakes and poor customer service provided by Sport Ireland.

What does our Complaints Procedure not cover?

Matters that relate to third party organisations, for example Sport Ireland Facilities DAC, National Governing Bodies, Local Sports Partnerships etc., matters of policy, matters that are the subject of litigation or matters that have been referred to the Ombudsman or Information Commissioner.

Note: for complaints relating to the operation of the Campus, please contact Sport Ireland Facilities DAC in line with their Customer Services Charter.

How do I complain about Sport Ireland customer service?

• If you are dissatisfied with some aspect of our service, please raise this with the person you are dealing with or fill out our Customer Feedback Form.
• If you prefer, please ask to speak to a manager who will try to help as we aim to resolve all difficulties at local level where possible.
• We will examine and review your complaint, acknowledging it within five working days and sending a decision to you within 15 working days or as soon as possible following receipt of your complaint.
• If you remain dissatisfied and wish to make a complaint about Sport Ireland’s customer service, you can contact us and we will arrange for your complaint to be formally investigated.
• Complaints may be made in writing to the address under Contacts or by email.

What information do I need to provide when making a complaint?

• Your name, address and telephone number and details of what you are dissatisfied with.
• The name of the staff members or sections that dealt with you.
• Copies of any relevant documentation.

How does our complaints procedure work?

• We will treat your complaint properly, fairly and impartially.
• We promise that making a complaint will have no implications for your dealings with Sport Ireland.
• A staff member other than those originally involved in the issue will examine your complaint.
• If the complaint is upheld, we will change the way we do things to avoid making the same mistake in future.

Sport Ireland will endeavour to offer a reasonable and fair service and expect the same standards from individuals making a complaint. Illustrative examples of what we consider fair and reasonable behaviour when interacting with us are below:

• Providing additional details when requested.
• Recognising that there are defined procedures in place to address matters.
• Recognising that there are limits to Sport Ireland’s powers under the Sport Ireland Act 2015.
• Recognising that Sport Ireland cannot continue to address matters that have been dealt with comprehensively through previous engagements.
• Treating staff courteously and respectfully.

Sport Ireland will adopt a professional approach to engaging with all stakeholders and will expect similar standards from stakeholders.

We are committed to meeting our Public Sector Equality, Disability and Human Rights Duty obligations derived from key legislation governing the rights in the public sector in Ireland, and we will report, in an accessible manner, our achievements in our Annual Reports.

The key legislation referred to includes, but is not limited to, the National Disability Authority Act 1999, Equal Status Acts 2000 to 2018, Disability Act 2005, Irish Human Rights and Equality Commission Act 2014, Irish Sign Language Act 2017 and European Union Accessibility Requirements of Products and Services Regulations 2023.

We are fully committed to providing a service that is accessible and relevant to all our clients and accommodates the specific needs and aspirations of particular client groups.

We will also provide assistance for anyone needing assistance to come into the office through our nominated Access Officer contact details below.

The Freedom of Information Act 2014 confers on the general public the right to seek access to records held by public bodies, subject to certain exemptions, to seek reasons for decisions affecting oneself, and to have personal information about oneself corrected.

How can an FOI request be made?

• In writing or by email, and addressed to the FOI Officer.
• State clearly that the request is being made under the FOI Acts.
• Identify clearly the records or information sought.
• Specify the manner of access sought.
• Proof of identity will be sought before access to personal information is granted.
• Assistance for members of the public with special needs can be provided on request.
• The contact details for our FOI Officer can be found under Contacts.

Data protection safeguards individuals’ personal information from damage, corruption and loss, ensuring that personal data remains secure.

The GDPR, also known as General Data Protection Regulation 2016/679, came into force on 25 May 2018, updating data protection legislation and strengthening individuals’ rights in relation to their personal data.

The Privacy Notice available on our website provides customers with information about how we use your data as an organisation, information about our obligations, and information on your rights as an individual in relation to your personal data.

You can read the Privacy Notice on our website.

Should you wish to contact our Data Protection team, you can do so by emailing dpo@sportireland.ie.

• Sport Ireland aims to provide a quality service in English, Irish, or both English and Irish.
• Customers have the right to choose whichever language they prefer to use when communicating with us.
• Key documents including policy proposals, audited accounts, annual reports and strategy statements are published simultaneously in Irish and English.
• Sport Ireland has appointed a designated member of senior management to oversee compliance with its obligations under the Official Languages Act 2021.
• Sport Ireland is working towards increasing the number of staff competent in Irish to facilitate the provision of these services.

Further information on our customer services may be obtained from:

The Secretary
Sport Ireland
The Courtyard
Sport Ireland Campus
Blanchardstown
Dublin 15
D15 PN0N

Telephone: 01 8608800
Fax: 01 8608880
Website: www.sportireland.ie
Email: contactus@sportireland.ie

Appeals

Appeals Section
Sport Ireland
The Courtyard
Sport Ireland Campus
Blanchardstown
Dublin 15
D15 PN0N

Telephone: 01 8608800
Fax: 01 8608880
Email: customerfeedback@sportireland.ie

Freedom of Information

FOI Officer
Sport Ireland
The Courtyard
Sport Ireland Campus
Blanchardstown
Dublin 15
D15 PN0N

Telephone: 01 8608800
Email: foi@sportireland.ie

Access Officer

Email: accessofficer@sportireland.ie

Disability Officer

Email: dlo@sportireland.ie

Media

Email: media@sportireland.ie

Social Media

Facebook
https://www.facebook.com/SportIreland/

Instagram
https://www.instagram.com/sportireland/

YouTube
https://www.youtube.com/sportireland

LinkedIn
https://www.linkedin.com/company/sport-ireland

Note: social media communication does not fall within the scope of formal communication channels.