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.

DfI Customer Charter

The Department has developed a Customer Charter so that our customers know what standard of service they can expect.  It sets out how we are committed to meeting the needs of all our customers and includes details on what we do, our standards of service and how to contact the Department. A link to the charter on the Department's website is providede below.

DfI Complaints

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. Details of how our complaints procedure works and the steps to follow are available on the Department for Infrastructure website, a link to which is provided below. Any issues you raise will be dealt with in a professional and expedient manner.

Customer Surveys and Feedback

The Planning Customer Satisfaction Surveys began in 1998 and were usually conducted biennially for the former DOE Planning Service. The last report presents detailed findings from the 2012/13 Planning Customer Satisfaction Survey which took place between September and the end of October 2013.
Details of the report are available on the Dfi website using the link 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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