Council set out stall with Customer Service Action Plan and Charter

Accountability, equality and transparency are among the core principles identified in Westmeath County Council’s latest document aimed at outlining their aims over the next five years.

The local authority unveiled the new Customer Service Action Plan and Customer Charter for 2026-2030, with the goal of accessible, inclusive and responsive services for residents across the county at the May meeting of the authority.

The 36-page strategy outlines how the council intends to modernise customer engagement, improve complaint handling procedures and strengthen accountability over the next five years.

The plan places a strong emphasis on equality, digital access and transparency while responding to the evolving needs of communities throughout Westmeath.

In a joint foreword, An Cathaoirleach Cllr Aoife Davitt, and chief executive Barry Kehoe said the document reflects the council’s commitment to “quality service delivery” and adapting to a “complex and changing environment.

They highlighted goals including innovation, continuous learning, human rights protections and increased public participation in decision-making.

The charter comes at a time when local authorities are under growing pressure to deliver services more efficiently while maintaining public trust.

Westmeath County Council say the new framework will help ensure residents receive fair and equitable treatment regardless of background, disability, language or geographic location.

Among the key commitments are improved online services, greater accessibility for people with disabilities and enhanced support for Irish and Irish Sign Language users. The council also pledged to provide clearer communication, with written correspondence acknowledged within five working days and full responses issued within 30 working days wherever possible.

The document details a broad range of customer standards, including expectations around telephone services, office accessibility and staff conduct.

Public offices in Mullingar, Athlone and Castlepollard will continue to offer in-person services, while library facilities across the county are set to maintain extended opening hours through the ‘My Open Library’ initiative.

A major feature of the strategy is a revised complaints handling system aimed at resolving issues quickly and fairly.

Complaints can now be made online, in person, by phone or in writing, and a two-stage resolution process is designed to encourage early intervention before matters escalate.

The council say staff across all departments will receive appropriate training to manage complaints professionally and sensitively.

The plan also reinforces the council’s stance on anti-social behaviour, stating that harassment, intimidation and abusive behaviour toward staff will not be tolerated.

Westmeath County Council said they would continue working alongside An Garda Síochána, the HSE and community organisations to address such issues in local communities.

The charter aligns with the Public Sector Equality and Human Rights Duty under Irish law, requiring public bodies to actively eliminate discrimination and promote equality in service delivery.

Westmeath County Council say the new strategy will be reviewed regularly to ensure it continues to meet public expectations and evolving community needs.

The Customer Service Action Plan and Customer Charter 2026-2030 is on the council’s website.