Customer Service Charter

What we do

Kilkenny and Carlow ETB provides a diverse range of educational opportunities and supports for young people and adults throughout the county.


Who our customers are
Members of the public
School/Centre Students
Adult Learners
Staff of the ETB
Members of statutory, voluntary and community groups
State Agencies


How you make contact with us
Calling to one of our offices
Accessing our website

Our Commitment to our customers

Our staff aim to deliver the best possible service to you in an effective, efficient and caring manner.

What you can expect when you contact us

When you visit our offices/schools/centres
You will be treated with courtesy and respect.
Your privacy will be respected.
Your query will be dealt with promptly and if we are unable to help we will try to refer you to someone who can.
Our public offices will be clean, safe and well maintained.
Access will be provided for those with disabilities.


When you telephone us
Your call will be answered promptly during office hours.
Your query will be dealt with in a courteous and respectful manner.
Staff will identify their centre and name when responding to your call.
Our staff will be helpful and polite and provide as much information as possible.
If your query cannot be dealt with immediately we will take your contact details and call you back as soon as possible.


When you write to us
Your correspondence will be acknowledged within 5 working days.
Should your enquiry require research or consultation we will acknowledge receipt of your correspondence and provide a further response within 15 working days.
Our reply will be clear and concise.
Your correspondence will be treated in confidence.
All replies will provide a contact name/telephone number/ fax number/e-mail address.


When you write to us, we will ensure that:
Information provided is clear, relevant and up to date.
Application forms and information leaflets are well presented and easy to complete.
Assistance is provided if required.

Seirbhís trí ghaeilge

Déanfaimíd ár ndícheall cuidiú leat má theastaíonn uait do chuid gnó a dhéanamh trí Ghaeilge.

How you can help us to help you

You can help us to help you by:
Providing full and accurate information
Making an appointment if you wish to see a particular member of staff.
Completing all forms carefully.
Quoting reference number if appropriate.
Making comments or suggestions about the service you receive.

What to do if you are not happy

We aim to deliver the best possible service to all our customers. But if you are dissatisfied with our service we recommend that you contact a member of our staff at the Office/School/Centre concerned to see if they can deal with your query. If you are not satisfied with the response you can contact our Customer Services Officer.