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Service Standards
The Agency's service standards are set out in our Customer Charter. Any complaint about the delivery of an Agency service can be brought to a Director of the Agency.
We will fully investigate the complaint and respond within ten working days. If the person complaining is not satisfied with the response he/she can raise it with the Chief Executive who will reply within ten working days.
If the individual is still not satisfied he/she can refer the matter to 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 here.
Labour Relations Agency (Customer Standards of Service March 2024)
You can access the Labour Relations Agency's Customer Standards of Service by clicking on the link below
Customer Service
This page sets out how the Labour Relations Agency strives to deliver excellent customer service. It also provides the resources we use to support our work.
Types of problems
Problems can arise in any workplace. Below are some examples, though not an exhaustive list. Employers, employees and their representatives may find it helpful to refer to the Labour Relations Agency's codes of practice, sample letters, flowcharts and guides. Our service is confidential and all our resources are free of charge to anyone working to prevent or resolve a workplace issue in Northern Ireland.
Early Conciliation
The Labour Relations Agency provides an Early Conciliation service following a change in NI employment law which took effect on 27 January 2020. This service helps to resolve workplace disputes in a legally binding way, without the need to take a case to the Industrial or Fair Employment Tribunal. Click below for more information or to make an Early Conciliation notification.
Labour Relations Agency Customer Charter
This publication explains the standards you can expect from us when you use any of our services.
We want to hear what you think of our Charter and our services. This document also tells you how to provide feedback to us.
Annual holidays
Most workers - whether part-time or full-time - are legally entitled to 5.6 weeks' paid annual leave. Employers can set the times of the year that leave needs to be taken and workers must give the employer notice when they want to take leave.
Workplace policies
Clear workplace policies and procedures help organisations to be productive, efficient and maintain high levels of staff morale. Ensuring that everyone knows how and why things are done is a key component in establishing best employment practice. Check out our free 'Employment Document Toolkit' to create your own policies and procedures that adhere to legal requirements and best practice, and which meet the particular needs of your organisation.
Labour Relations Agency Annual Public Board Meeting
Thurs 24 Oct 2019, 11.30am - 1pm, Malone House, Belfast, free parking. Lunch provided.
Annual lecture: Early Conciliation - a new service required by Employment Act (NI) 2016 from January 2020.
Trade unions
The Industrial Relations (Northern Ireland) Order 1992 defines a trade union as “an organisation (whether permanent or temporary) which … consists wholly or mainly of workers of one or more descriptions and is an organisation whose principal purposes include the regulation of relations between workers … and employers or employers’ associations.