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Management Statement & Financial Memorandum (MSFM) (October 2019)
This Management Statement and Financial Memorandum (MSFM) has been drawn up by the Department for the Economy, sponsor Department, in consultation with the Labour Relations Agency. The document is based on a model prepared by the Department of Finance (‘DoF').
Steps to resolve
When there is an issue in the workplace, employers and employees have a number of options and steps they can take to resolve it, ranging from informal conversations to formal processes and procedures.
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.