Customer Charter

The Objective of the NDLS Agent Network

• The NDLS Agent Network aims to deliver a professional administration and licensing service which reflects our commitment to providing you with the highest standards of customer service.
• To demonstrate, promote and preserve the mission of the RSA: “To make roads safer for everyone” by validating your identity to ensure that the person making an application for a licence or learner permit is entitled to such licence or learner permit. It is anticipated that these measures will help to keep unlicensed, illegal drivers off our roads.

Our Centres

• The NDLS Agent Network comprises 36 fixed and mobile locations throughout the country, providing service to 98% of the population within a 50km radius of any given location in the country. The locations and addresses of all the NDLS Centres are listed on www.ndls.ie.
• 34 fixed NDLS centres are open Monday to Friday 9am - 5pm and Saturdays 9am - 2pm. All centres are open through lunch.

When attending any NDLS centre customers can expect the following:

• Application will be reviewed by Agent Network staff
• Identity will be validated
• Photograph and signature will be captured electronically
• Application and fee by credit or debit card, Google Pay or Apple Pay (if required) will be accepted

If any of the above is not in order, the customer’s application will be rejected and they will be required to present again at the NDLS centre with the correct information and/or application fee.

Levels of service you can expect when visiting a NDLS centre

1. When you call into the NDLS centre we will deal with your application efficiently and treat you with courtesy and respect.
2. We will use our best endeavours to manage queuing times at NDLS centres so they are no longer than 30 minutes. This includes providing-
1. an online booking system for those who wish to schedule an appointment in advance of their visit; and
2. a walk-in service where your application can be made on the day, on a first-come, first-served basis. If all walk-in slots have been allocated on the day of your visit you will be advised to book an appointment online or to return on another day to avail of the walk-in service
3. We will ensure that our NDLS centres are fully accessible for all our customers, fully comply with all applicable health and safety requirements, are comfortable and pleasant and are maintained to the highest standards
4. Once you present your application at the NDLS application processing booth, we will endeavour to deal with your application within 15 minutes. If it is not possible to deal with your application within 15 minutes, we will endeavour to deal with it within 30 minutes.
5. We will ensure that the needs of people with disabilities are fully catered for. We will make every effort to ensure that access to our buildings and to all of our services is maintained for people with disabilities and others with specific needs.
6. We will implement measures to facilitate customers who wish to conduct their business through Irish.
7. We will ensure that all information provided to you by the staff at the NDLS centres in relation to the driving licence and learner permit application process is accurate.
8. We will respect our customers’ privacy and accordingly will comply with our Privacy Statement and Data Protection Policy.

Cuspóir Ghréasáin Ghníomhaire An NDLS

• Tá de rún ag Gréasán Gníomhairí an NDLS seirbhís ghairmiúil cheadúnaithe agus riaracháin a sheachadadh a léiríonn ár dtiomantas ó thaobh na caighdeáin is airde seirbhíse do chustaiméirí a chur ar fáil duitse.
• Misean an RSA a léiriú, a chur chun cinn agus a chaomhnú: “Na bóithre a dhéanamh níos sábháilte do chách” trí d’aitheantas a bhailíochtú lena chinntiú go bhfuil an duine a bhfuil iarratas ar cheadúnas nó ar chead foghlaimeora á dhéanamh aige, i dteideal an cheadúnais nó an chead foghlaimeora sin. Meastar go gcuideoidh na beartais seo chun tiománaithe neamhdhleathacha, neamhcheadúnaithe a choinneáil ó na bóithre.

Na hIonaid

• Cuimsíonn Gréasán Gníomhairí an NDLS 36 shuíomh seasta agus soghluaiste ar fud na tíre a chuireann seirbhís ar fáil do 98% den daonra taobh istigh de 50km ó áit ar bith sa tír. Tá suíomhanna agus seolta an Ionad NDLS go léir liostaithe ar www.ndls.ie.
• Tá 34 ionad seasta NDLS ar oscailt Luan go hAoine 9am-5pm agus 9am-2pm ar an Satharn. Tá dhá ionad taistil freisin a dhéanann freastal ar an gClochán, Co. na Gaillimhe ar an Luan 9am – 4pm agus ar Bhéal an Mhuirthead, Co. Mhaigh Eo ar an Máirt 9am – 4pm. Bíonn na hionaid go léir ar oscailt i rith am lóin.

Agus iad ag freastal ar aon ionad de chuid an NDLS féadfaidh custaiméirí a bheith ag súil leis an méid seo:

• Déanfaidh foireann ón nGréasán Gníomhairí athbhreithniú ar a n-iarratais
• Déanfar a n-aitheantas a bhailíochtú
• Déanfar a ngrianghraf agus a síniú a thaifeadadh
• Glacfar lena n-iarratas agus lena dtáille iarratais (má theastaíonn sé)

Má tá aon chuid den méid thuas nach bhfuil in ord, diúltófar d’iarratas an chustaiméara agus beidh orthu teacht i láthair arís ag an ionad NDLS leis an eolas ceart agus/nó an táille iarratais.

Na Leibhéil Seirbhíse ar Féidir a Bheith Ag Súil Leo Agus Cuairt á Thabhairt Ar Ionad NDLS

1. Nuair a bhuaileann tú isteach san ionad NDLS pléifi mid le d’iarratas go héifeachtach agus caithfi mid leat le cúirtéis agus le hómós.
2. Déanfaimid ar ndícheall na hamanna feithimh i scuaine ag ionaid NDLS a bhainistiú sa chaoi nach mbíonn níos mó ná 30 nóiméad i gceist. Áirítear seo a leanas a chur ar fáil -
1. Córas áirithinte ar líne dóibh siúd ar mian leo coinne a shocrú roimh a gcuairt; agus
2. Seirbhís siúl isteach tráth ar féidir d’iarratas a dhéanamh ar an lá, gach duine ar a sheal féin. Má bhíonn na hamanna ‘súil isteach’ gan choinne ar fad tugtha amach ar lá do chuairte molfar duit coinne a chur in áirithe ar line nó fi lleadh lá éigin eile le leas a haint as an tseirbhís siúl isteach.
3. Cinnteoimid go bhfuil ár n-ionaid NDLS inrochtana go hiomlán dár gcustaiméirí go léir, go dtagann siad go hiomlán le gach ceanglas sábháilteachta agus sláinte, go bhfuil said compordach agus taitneamhach, iad coinnithe go dtí na caighdeáin is airde
4. Nuair a chuireann tú d’iarratas i láthair ag bothán próiseála iarratais an NDLS déanfaimid iarracht déileáil le d’iarratas laistigh de 15 nóiméad. Mura bhfuil sé indéanta déileáil le d’iarratas laistigh de 15 nóiméad déanfar iarracht déileáil leis laistigh de 30 nóiméad.
5. Cinnteoimid go ndéantar freastal iomlán ar riachtanais daoine faoi mhíchumas. Déanfaimid gach iarracht a chinntiú go gcoinnítear rochtain ar ár bhfoirgnimh agus ar ár seirbhísí go léir do dhaoine faoi mhíchumas agus dóibh siúd a bhfuil riachtanais ar leith acu.
6. Cuirfi mid bearta i bhfeidhm le freastal ar chustaiméirí ar mian leo gnó a dhéanamh trí Ghaeilge.
7. Cinnteoimid go bhfuil gach eolas a chuireann an fhoireann ag ionaid NDLS ar fáil duit maidir leis an bpróiseas iarratais ar cheadúnas tiomána agus ar chead foghlaimeora, beacht.
8. Beidh meas againn ar phríobháideacht chustaiméirí agus dá réir déanfaimid ár Ráiteas Príobháideachta agus ár mBeartas Cosanta Sonraí a chomhlíonadh.