Planning Portal

Customer Service

In our continuing efforts to provide a good quality service the Department recognises the importance of listening to what our customers have to say. We are committed to acting on the feedback and messages from our customers as part of a strategic approach to improve the quality of our customer service.
One of the key ways in which we are attempting to enhance the customer service experience of all those who deal with the Department is by implementing the Northern Ireland Civil Service Customer Service Standards. The nine Customer Service Standards provide a practical way to help us develop and improve our customer service.

Customer Service Statement

The Department's Planning authority (formally The Planning Service) produced a Customer Service statement to inform you of the level of service you may expect when you deal with the Department.
Our aims are to ensure:
  • staff treat you with courtesy and professionalism;
  • facilities are comfortable and accessible, and;
  • advice and guidance is readily available, easy to understand, accurate and up-to-date.


We take all complaints and allegations of wrong-doing very seriously and place great importance on what our customers have to say. We understand that our level of service must meet very high standards in all that we do, and if we fall short of these there should be processes in place to allow you to raise your concerns or make a complaint.
If you are dissatisfied about the service you received or the action we took or failed to take, please let us know. The information leaflet below provides details of how our complaints procedure works and explains the steps to follow. Any issues you raise will be dealt with in a professional and expedient manner.

Customer Surveys and Feedback

We seek customer opinion in a number of ways, one of which is through Customer Satisfaction Surveys.
Related documents are available below.

Translation Facilities

The Department is committed to providing equality of opportunity in accessing our information to all sections of the public including people with physical, sensory and learning difficulties and those whose first language is not English.
In order to help meet this commitment we have made this website Browsealoud Opens link in a new browser window enabled.
We also have measures in place to deal with written, face to face and telephone correspondence in languages other than English.
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