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Customer Charter

OUR COMMITMENT TO YOU

Irish Manuscripts Commission (IMC) is committed to providing a professional, efficient and courteous service to all our customers. In an effort to promote quality customer service, the IMC has developed the following charter which sets forth the standards of service you are entitled to expect from us.

DIVERSITY AND EQUALITY

The IMC respects the principles of equality, and the diversity of our customers, and strives to maintain a high level of professionalism in the delivery of all services.

OUR WEBSITE

The IMC website (www.irishmanuscripts.ie) is one of our primary channels of communication, and it is updated regularly to reflect publications currently available for sale and other services available through our website. In addition the website provides a ‘News’ section to keep the public informed of new developments at IMC.

PUBLICATION SALES

The IMC website provides a secure online service to enable users to purchase IMC publications.  A complete and up-to-date list of titles available for purchase is provided on the IMC website.

We encourage customers to use the online system.  However, customers can also purchase books by visiting the IMC office at 45 Merrion Square, Dublin 2.
Trade sales are handled by our distributors, Gill & MacMillan whom you can contact as follows: by post: 10 Hume Avenue, Park West, Dublin 12; by phone: + 353 1 500 9555; by e-mail: sales@gillmacmillan.ie.

Our Service Delivery Promise: IMC strives to ensure that all online sales are dispatched within 3 working days of receiving an order.  All orders made directly with the office shall also be dispatched within the this timeframe.  If a delay is expected, the customer will be contacted via email and advised of the nature of the delay and the expected time of delivery.

ENQUIRIES AND INFORMATION

The IMC is committed to respond to all customer queries in a timely fashion. Customer queries may be made on-line (support@irishmanuscripts.ie) or by contacting the IMC office directly ( +353 1 676 1610).

All customer queries made via the online system, will be responded to by an IMC employee within five working days. Likewise, all postal queries shall receive a response within five days of arrival at IMC.

If you contact the IMC office directly by telephone our courteous and helpful staff will deal with your query without delay.  If they are unable to answer your query, they will arrange for someone to do so in a timely fashion.

FEEDBACK

The IMC regards feedback as the key to understanding the needs and expectations of our customers. We welcome your comments, suggestions and views on any aspect of our service because we believe this will help us to serve you better.

You can do this by contacting us by e-mail at the following address support@irishmanuscripts.ie or you can send your comments in writing to Irish Manuscripts Commission, 45 Merrion Square, Dublin 2.

As with any service, occasionally individuals may feel the need to register a complaint.  Complaints should be sent in the first instance to the IMC Administrator.  If further processing is required, the complaint will be passed on to the appropriate member of the board for review.

 

Please Note: This customer charter is not a legal document and has no standing in law.

 
 
 
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