HEA Quality Customer Service Charter and Action Plan 2025 – 2028

This document presents a detailed overview of the role of the HEA in relation to its customers and the services provided to them. The HEA Quality Customer Service Charter and Action Plan has been developed in accordance with the 12 Guiding Principles of Quality Customer Service and the Our Public Service 2020 (OPS2020) publication (pdf), as outlined by the Department of Public Expenditure and Reform.

HEA Customer Feedback and Complaints Policy

The HEA is committed to engaging with any complaints made about its services in an efficient, effective and timely manner. This policy has been developed to align with Ombudsman guidelines and also to ensure fair procedures. The document describes:

• How we engage with customer concerns/complaints
• The formal complaints process
• The relevant contact details including the Office of the Ombudsman

HEA Unreasonable Conduct Policy

The HEA seeks to address all complaints in a fair and transparent manner and to uphold the principles of the Public Sector Duty. This document outlines the standards we expect from complainants and outlines behaviours that we consider to be unreasonable conduct. It also describes:

• How we will manage unreasonable conduct
• The possibility of appealing such a decision
• Other relevant procedures