Customer Care
The National Aquatic Centre is committed to the delivery and provision of a quality service and
product.
We endeavour to listen to our customers and act on feedback.
Outlined below is our commitment to our valued customers:










Provide a safe environment in which to pursue your activity with all equipment and fixings
regularly inspected and maintained and in working order, and undertake risk assessments as
and when appropriate.
Keep the Centre in a clean and tidy condition.
Carry out repairs when required as speedily as possible.
Provide a courteous, friendly and informative service at reception and in all dealings with all
customers.
Treat all customers similarly irrespective of their ethnic background, religion, sex, etc.
Listen to your views and suggestions on service, facility and equipment provision, and
programmes and deal with any complaints quickly. A normal turnaround of letters can be
expected within a week.
Communicate widely and effectively to both members of the public and members regarding
any disruption in normal opening times, promotions, etc.
Explain fully any changes in categories of membership, increase in costs, membership fees,
allocation of booking times, etc.
Make the best use of the time, skill and resources at the Leisure Centre’s disposal.
Address poor performance and attempt to learn from any mistakes.
If you have any suggestions, compliments or comments please do not hesitate to speak to a Duty
Manager or complete a comment card (see next section)
Customer Service Policy & Procedures
It is our customer service aspiration to try resolve any issues brought to the immediate attention
of a Manager on the spot.
However, if a resolution on the spot is not possible it is company policy that the complaint must
then be put in writing.
This policy ensures a paper trail and transparency for both parties. At this stage the policy will
not be wavered from. Verbal or Telephone complaints will not be entertained. Our staff are
entitled to dignity in the workplace and will not tolerate being shouted at or any form of
aggressive or abusive behaviour if they cannot resolve an issue on the spot.
Putting Your Complaint In Writing
There are a number of ways to put your complaint in writing for escalation to senior
management.
1) Comment Boxes

Comment Box’s are found in the following areas
1. Main Reception
2. Gym Reception

Please fill in your complaint on the card provided, with your contact details clearly stated
(Either an email or home address for our written response).

Our Duty Managers and the Gym Manager empty the comments cards daily and up-load to a
central computer system for the attention for the relevant department.
2) Email

All written complaints via email should be sent to sales@nac.ie

These emails will then be redirected to the relevant internal department
3) Through our websites

There is a form that can be filled in on our website www.nac.ie under the section “Contact
Us”

Upon completion of this form it generates an email to our Sales Department.

These emails will then be redirected to the relevant internal department
4) Through the Post

Letters can be addressed to:
Operations Manager, National Aquatic Centre, Snugborough Road, Blanchardstown, Dublin 15
Our Response Objectives

We aim to acknowledge all comments within 48 hours, if contact details are clearly provided.

We endeavour to resolve all comments and relay this to the customer in writing within 5 days.
_____________________________________________
National Aquatic Centre Terms & Conditions
24. All complaints must be in writing. This policy ensures a paper trail and transparency for both
parties. Non written complaints will not be entertained. This policy will not be wavered from.