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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.
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.
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.
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.
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.
Who is an employee?
There are differences between ‘employees’, ‘workers’ and ‘contractors’. These differences in status can affect rights and responsibilities in the workplace.
Holidays and Leave
Employees and workers are entitled to various types of leave depending on their circumstances and the length of time they have been employed.
Rights and responsibilities
Both employers and employees have certain rights and responsibilities towards each other. Some will apply to everyone in the workplace, while others will be dependent on the individual’s working status.
Hiring
A positive recruitment experience gets the working relationship off to the best start. It is important to follow a number of steps and adopt a best practice approach.