Our Stakeholders
The cornerstone of our strategies is the delivery of stakeholder value. Key stakeholders for core statutory services include:
- The UK and Irish Governments through all-island delivery of SOLAS Convention requirements
- Ships and their bridge teams who benefit directly from our aids to navigation (AtoN) service
- Ship-owners, charterers and operators who have the assurance of an appropriate and reliable AtoN system to ensure safe and efficient vessel navigation
- Shipping commerce interests, including agents, freight forwarders and service providers who benefit from on-time and safe arrival of ships and their cargoes
- Ports, which benefit from the safe passage of vessels to their harbour areas and Irish Lights Local AtoN superintendence and management services
- Fishing vessels, their crews and owners who benefit in the same way as cargo vessels
- The leisure sector, which gains the same benefits as commercial vessels
- Commercial operations at sea through provision of advice and statutory sanctions
- The overall economy through efficient delivery of cargoes and passengers
Customer Charter
Irish Lights is a maritime organisation delivering an essential safety service around the coast of Ireland, protecting the marine environment, and supporting the marine industry and coastal communities. In addition to our Statutory functions Irish Lights allied services include vessel hire, buoy maintenance, property rental and technology and data services to meet commercial market requirements.
In recent years we’ve transformed how we deliver our services, putting the emphasis on efficiency, cost-effectiveness and sustainability, while exploiting new technology and new opportunities wherever possible.
1. PURPOSE
This Charter gives our customers a clear and unambiguous statement of the level of service they can expect from Irish Lights. It also provides a framework that allows us to measure and improve the quality of services provided and to report on this publicly.
The Customer Charter process allows us to engage with our customers, to design their services better and to become more flexible and responsive to the needs of service users. It will facilitate business planning, resource allocation and the provision and delivery of quality customer services.
2. SCOPE
All customers of Irish Lights. The Irish Lights Charter is available on the website www.irishlights.ie.
3. DEFINITION
A Customer Charter is a short statement describing the level of service a customer can expect from Irish Lights.
4. RESPONSIBILITIES
Irish Lights is responsible for managing the Customer Charter on a continuous basis through:
ú Consultation with customers and stakeholders
ú Commitment to service standards
ú Evaluation of performance against these standards and
ú Reporting on results
5. MISSION STATEMENT
To provide Aids to Navigation and Allied Services for the Safety of Persons and Infrastructure at Sea, to protect the Marine Environment and to support the Marine Industry and Coastal Communities.
6. SERVICE STANDARDS
This Customer Charter makes four specific promises and everyone at Irish Lights will work to keep them:
1. The mariners safety is always our number one priority
2. We will provide all customers with quality services at all times
3. We will listen to our customers and develop our services in response
4. We will be honest and open, keeping customers informed at all times
7. CUSTOMER FEEDBACK
If the service you receive is not consistent with these standards or is otherwise unsatisfactory, please let us know. We will use your feedback to improve our services. We would also like to hear from you if we have exceeded your expectations. If you wish to make a complaint or a suggestion please contact us through one of the following methods:
By Phone: call (01) 271 5400 Monday to Friday between 9.00am and 5.30pm.
By Post: send a letter and/or relevant enquiry to:
Commissioners of Irish Lights, Customer Services, Harbour Road, Dun Laoghaire, Co. Dublin, A96 H500
By Email: to info@irishlights.ie making sure to include your contact details.
We will acknowledge all correspondence within three working days of receiving your communication. We will endeavour to answer your correspondence comprehensively within ten working days.
8. CUSTOMER CHARTER DATE
1st September 2016
9. CONTACT DETAILS
Commissioners of Irish Lights
Harbour Road, Dun Laoghaire, Co. Dublin, A96 H500
Reception: 01 271 5400
Email: info@irishlights.ie
Web: www.irishlights.ie
