Customer Service Charter
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Introduction
The mission of the Eolaíocht Fhóiréinseach Éireann is to use robust science in the
investigation of crime and produce balanced expert reports to support justice.
Using a highly trained and dedicated staff working to international standards the laboratory
provides scientific analysis and services to agencies involved in criminal investigation,
mainly An Garda Síochána and serves the administration of justice.
The laboratory is also the custodian of the national DNA database
Our Principles
In order to help provide the highest levels of service to our customers, the
following principles will apply. We undertake to:
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Continue to develop best practices and procedures concerning the collection, analysis and
interpretation of forensic evidence to help ensure quality and consistency in the use of
forensic science in the investigation of crime.
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Consult our customers to identify their needs and develop our services to meet those
needs.
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Be open and transparent on what level of service our customers can expect in their
interactions with the laboratory.
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Provide the information required by our customers to assist them to maximise the value of
our service and interact with them in a professional manner.
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Lay the foundations of quality customer service through the provision of effective internal
coordination between scientific disciplines and the provision of an optimum working
environment for our staff.
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Identify and implement scientific advances that will better assist the investigation of
crime
Standard operating hours of the Laboratory are 9.15 am -5.15 pm Monday to Friday
excluding public holidays
What Our Customers can expect in casework:
The Laboratory operates a prioritisation system for cases based on the case type combined
with its urgency and the potential of a forensic analysis to assist the case.
The fundamental aim of the Laboratory is to process all prioritised cases in a timely fashion
while simultaneously dealing with major/urgent cases that place high demands on the finite
resources of the laboratory.
The Laboratory relies on information furnished by the investigators and the interpretation of
our results are communicated in the context of the information received.
The Laboratory operates policies/agreements with our main customers specifying how the
level and quality of the service will be provided. The Service Level Agreement entered into
with An Garda Síochána is an example of where both parties achieve shared understanding
about services and service delivery. This agreement is reviewed throughout the year and
signed off on an annual basis.
These policies/agreements allow us to give our customers clear information about the
timeframe for delivery of cases and to ensure that laboratory resources are used to maximum
benefit.
The Laboratory has undertaken to provide and update information for our customers as to our
success in meeting the specified timeframes for the delivery of cases.
Our customers experience different forms of contact with the Laboratory.
Regardless of the form of contact, all customers will experience a professional, efficient and
respectful encounter. Legal or technical language will be used only where necessary.
Face-to-Face:
Most customer interactions consist of face to face interaction with Centralised Intake Staff
(CIS) where cases are received at case reception. In addition the Laboratory encourages face
to face meetings with Laboratory staff as a means of ensuring that the needs of our customers
are fully understood and that the Laboratory is offering the most appropriate services for the
investigation.
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Arrangements to meet with Laboratory staff can be made through direct contact with
the staff member.
The laboratory will provide an experienced scientist to act as a scientific coordinator
for large complex cases involving multiple exhibits and evidence types. The
Laboratory encourages An Garda Síochána to avail of this service, as it will enhance
the effectiveness of the Garda investigation.
Staff who visit your place of work will at all times act in a professional and courteous
manner.
Case Reception:
Centralised Intake Staff (CIS) accept cases into the laboratory between 9.15 am –12.30 pm
and 2.15 pm-5.15 pm Monday to Friday excluding public holidays.
To facilitate efficient case intake CIS encourage prior notice from An Garda Síochána for the
intake of large numbers of cases or a large case.
If you are delivering a large number of cases or a large case, arrangements for case intake can
be made by contacting CIS directly at 086 2450757 during the hours referred to above or
alternatively send an e-mail to cis@fsl.gov.ie.
Telephone:
For general queries and queries for non -drugs cases the Laboratory operates the customer
contact numbers 01-6662910 /01-6662911.
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Phones will be manned by administrative staff between the hours of 9.15am to 5pm
Monday to Friday, excluding public holidays.
For Drugs Cases-Requests for Certificates Of Analysis the laboratory operates the customer
contact number 01-6661975
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Phones will be manned by administrative staff between the hours of 9.30am - 12.30 pm
and 2.00 pm-4.30 pm. Outside of these times there will be a facility to leave a recorded
message.
For all case specific queries the Laboratory has an expectation that callers will have the
laboratory reference number for the case.
Note: To facilitate direct contact with scientists, case reports/certificates of analysis issued by
the Laboratory carry the telephone contact number of the scientist dealing with the case. If
the customer is contacting the scientist directly and they are unavailable, the Laboratory
encourages the customer to ring the general query phone numbers referred to above and leave
a message.
For all telephone contacts:
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Our aim is to answer all calls received during the standard working times.
The staff member will provide his/her name for further correspondence.
Routine queries will be dealt with promptly.
Case specific queries will be referred to the scientist dealing with the case or if the
case is unassigned will be referred to a person dealing with case prioritisation.
For those queries not dealt with immediately, our target is to answer all queries within
3 working days.
Out of hours service:
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For serious/urgent cases outside of the standard operating hours, the Laboratory will
operate an on call coordinator service. Calls to this service normally come through An
Garda Síochána Command and Control unit.
When this system is activated it will result in one of two mutually agreed outcomes.
One being that phone assistance only is required and the second being the attendance
of the scientist at the scene or at the laboratory to carry out urgent analysis.
Laboratory Management keeps the criteria for out of hours service under review.
Email:
Since mid-2009 the Laboratory has had a secure email and internet link via Government
Networks. This allows us to communicate securely with all Government Agencies including
AGS and ODPP. We would actively encourage our customers to avail of this communication
service with the Laboratory and would be happy to meet with any agency interested in
progressing this area.
Post and Fax:
 The Laboratory will take queries of any nature by post at our Laboratory:
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All postal and faxed queries will be assessed and if required acknowledged within 2
working days.
Where a written response is required, this will take place within 5 working days and if
a delay is likely for any reason an interim reply will be issued.
A contact name will be provided in all postal correspondence.
Overall, in your dealings with the Laboratory:
 We will make every effort to deliver the service, manage your expectations and keep
you informed.
 We will always act in an expert and open manner in dealing with you.
 We will aim to ensure that the advice and service you get is based on international
best practice.
Help Us to Help You
The Laboratory issues Customer Surveys with a percentage of cases despatched and as part of
the survey we welcome feedback and suggestions for improvements. We appreciate the time
taken to bring any suggestions to our attention.
If you have any comments or suggestions on how the Laboratory can improve its service
please contact the Customer Liaison Manager at the details outlined below.
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Complaints
If you have a complaint about any aspect of the Laboratory’s service we would wish to
address it. Please write directly to the Quality Manager at the details outlined below.
Complaints will be dealt with promptly. Complaints will be acknowledged in writing on
receipt by the Quality Manager and a reference number will be allocated.
The Quality Manager will keep the customer informed of outcomes of the dealing with the
complaint.
Customer Liaison Manager
Forensic Science Laboratory
Dept. of Justice and Law Reform
Garda Headquarters
Phoenix Park
Dublin 8.
Laboratory Offices and Contact Details
Forensic Science Laboratory Head Office
Dept. of Justice and Law Reform
Garda Headquarters
Phoenix Park
Dublin 8.
Telephone: 01-6662910 /01-6662911.
Fax: 01-6662929
Laboratory Internet site: forensicscience.ie
Quality Manager
Forensic Science Laboratory
Dept. of Justice and Law Reform
Garda Headquarters
Phoenix Park
Dublin 8.