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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.
LRA Public Meeting to Focus on Introduction of New ‘Early Conciliation’ Service
New workplace dispute resolution service required by Employment Act (NI) 2016
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.
Sharp rise in redundancy enquiries to the Labour Relations Agency
Our Workplace Information Service have observed a notable surge in enquiries from both employees and employers regarding redundancy.
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.
Landmark Holiday Pay case concluded by UK Supreme Court
The long awaited decision from the Supreme Court in the case of Chief Constable of Police Service of Northern Ireland v Agnew and others [UKSC33] was passed down on the 04/10/2023.
In essence the case was about how to properly calculate holiday pay and how far back claims can go where the amount was miscalculated.
NI’s Labour Market Follows Global Trends with ‘Hybrid Working’ offering best response to the ‘Great Resignation’
- 40% of workforce considering leaving or changing jobs by summer 2022 -
LRA Research Uncovers Lack of Training in NI to Manage Workplace Disputes
Fewer than half of employers in Northern Ireland train managers to prevent or resolve workplace disputes. This was a key finding of research carried out on behalf of the Labour Relations Agency (LRA) by Cardiff Business School.