Service Standards

The service standards set by the Agency are consistent with those set by Government in the Citizen's Charter. All Agency staff are aware of the quality of service that we aim to provide. Any complaint about the delivery of a service can be taken up through a Director of the Agency. All complaints will be investigated fully and responded to within five working days. If the person complaining is still not satisfied he/she may raise the matter with the Chief Executive who will reply within seven working days. If the person is not satisfied with the Chief Executive's response they may refer the matter to the Commissioner of Complaints, also known as the Ombudsman. A copy of the Agency's Customer Complaints Procedure which includes guidance on raising a complaint is available from the Agency.or can be downloaded from this website.

In all its work the Agency's Board and staff will ensure that the Agency's independence is maintained and always exercised. All Agency staff are committed to providing impartial advice and support in seeking to introduce good employment practices and improve workplace employment relations.

Telephone Enquiry Point

The Agency’s Enquiry Point is available to employers, employees, trade unions and others. Enquiry Point advisors provide information and advice on a wide range of employment matters. The Enquiry Point is also an important contact point for identifying circumstances, or clients, who would benefit from being referred to other Agency services.

The Enquiry Point provides clear, confidential, independent and impartial advice to assist the caller in resolving issues in the workplace.

While the advisors cannot provide a legal opinion they can help callers gain a better understanding of their rights and responsibilities as well as identifying possible options to help resolve their issues.

028 9032 1442

Monday - Friday 9.00am to 5.00pm

Contact Us

Please note that we cannot deal with employment-related enquiries by e-mail. To receive information or advice about an employment-related issue, please telephone our Helpline on Belfast 90 321442 where an officer will speak with you directly about your query. Please note that the Agency can arrange the services of an interpreter if required.

If you have an employment relations issue in Great Britain please contact the ACAS Helpline on 0300 123 1100 .

For all non-employment related queries or questions please fill in the box below.