 |
 |
 |
 |
 |
 |
 |  |  |
 |
Publications
Service Charter
Introduction
National University of Ireland, Maynooth was established as one of
the seven Irish Universities by the Universities Act 1997. Tracing its
origins to 1795 the University has a long tradition of excellence in
education and research. The University provides courses in the
areas of arts, humanities, science and engineering, and social
sciences. An expanding and vibrant research community operates
on campus.
Commitment of the University to Quality Service Delivery
The Strategic Plan of the University for the period 2006-2011 sets out the medium term work programme for the University. It is underpinned by a clear vision for the National University of Ireland, Maynooth and a strategic intent to reflect the stated vision. In implementing our strategic intent we are committed to delivering quality services that meet the needs of students, prospective students, past students, staff and all other stakeholders. We will seek to ensure that this commitment is supported by putting in place a comprehensive training programme and utilising information and communications technology.
Priorities
- We are committed to developing as an international community of learning, engaged in teaching, scholarly and research activities to the benefit of Irish and international society. We accept that a primary service responsibility is to deliver the highest standard of educational provision to our students (current and future).
- We are committed to being a strong and active participant in international and Irish society and culture. We are committed to taking a leading role in the regional community, and to providing academic programmes that align with regional and national needs and those of the local community.
- We acknowledge our responsibility to provide a quality service to all our external stakeholders, e.g. public and private funding bodies.
- We value our staff and we are committed to providing the highest quality service in interactions between our staff. We are committed to maintaining and enhancing a good working environment.
Quality Service
Respect
- We are committed to treating all who interact with our services with dignity and respect.
- We are dedicated to delivering services in a manner that is respectful and courteous, and which aims to achieve equality of treatment for all regardless of “gender, marital status, family status, sexual orientation, religious belief, age, disability, race or membership of the Traveller community”.
Equality/Diversity
- We will work to eliminate barriers to higher education for people who experience disadvantage and social exclusion. • We will endeavour to ensure that the rights established under equality legislation are reflected both in our policies and in terms of the delivery of all our education programmes and services.
- We are committed to the development of a socially inclusive and inter-cultural campus and will continue to be an equal opportunities employer.
- We will ensure that staff are fully aware of our commitment to equality and diversity and that our policies on equality for the protection of the dignity of staff and students are adhered to.
Physical Access
- We are committed to providing clean accessible facilities that comply with occupational health and safety standards and as part of this, to facilitate access for people with disabilities and others with specific needs.
Information
- We will endeavour to ensure that information we provide is clear, timely and accurate and that people with special needs are accommodated.
- We are committed to providing integrated and wellcoordinated services through clear information on the full range of educational opportunities, services and facilities available.
- We will ensure that the potential offered by information technology is availed of, and that our website (www.nuim.ie) conforms, as fully as possible, to the web accessibility initiative guidelines for public websites.
- We will ensure that our website is kept under review and that relevant University publications are published on the website.
Communications and Timeliness
We are committed to ensuring that communication between those designing and delivering services to students, staff, and stakeholders is of the highest standard. We will ensure that queries are responded to in a timely, relevant and accurate manner. Staff have the freedom to exercise their judgement in respect of the decision to respond to any particular query. In particular, we undertake that:
- Where a query cannot be responded to promptly, an acknowledgement will normally be made within five working days indicating the staff member who is dealing with the query, and a full reply will be issued within a reasonable time.
- Contact names and details, including both an e-mail address and a direct dial-in number (where appropriate), will be provided with University communications.
- In the event of a complex response that takes time, we will keep the person informed of progress on a regular basis.
- We will endeavour to ensure that correspondence and queries do not go unanswered when individual staff members are absent from work.
Consultation and Evaluation
We are committed to providing a structured approach to consultation with students, staff and stakeholders in relation to the development, delivery and review of services. We will achieve this using a range of the following methods:
- Staff-student consultative committees
- Partnership committee
- Questionnaires
- Focus groups and consultation exercises
- General staff meetings
Choice
We are committed to providing a flexible and quality service and to using appropriate emerging technologies to facilitate our students, staff and external stakeholders.
Official Languages Equality
In line with the “University’s Scheme of Compliance with the Official Languages Act 2003” we will provide quality services bilingually. We will inform our students and other stakeholders of their right to choose to be dealt with through either of the official languages as detailed in the scheme.
Procedures for Complaints and Appeals
We make every effort to assist you by providing a high quality and professional service at all times. There are some formal complaint and appeal procedures in place in the University for staff and students relating to specific issues. Where such procedures are in place staff and students should avail of them.
Where no formal procedure is available and you wish to make a
complaint or an appeal you should:
- Contact the head of department or service who will deal with your complaint or appeal in the first instance.
- If you are unhappy with the outcome of your complaint or appeal please contact:
- Ann McKeon Humanity House (Room 25) NUI Maynooth Tel: 01 7086184 Email: ann.mckeon@nuim.ie
- Your complaint or appeal will be acknowledged, treated confidentially and investigated thoroughly. You will receive a prompt response.
- In the event of an unavoidable delay you will be kept advised of progress on a regular basis.
Please note:
There is an appeal procedure in place for rechecking and appealing examination results. To have your examination results rechecked or to appeal your examination results contact: The Registrar’s Office, National University of Ireland, Maynooth, County Kildare at 01- 7083579, Email: registrar@nuim.ie, who will give you full details of the procedures. These procedures are also on our website (www.nuim.ie).