Service Charter

This Service Charter outlines the standards of service that the users of the Scheme and the public can expect. The Charter also outlines the avenues available should these standards not be met.


Our Service Charter is also available to download ( PDF 1.28Kb).

Our service delivery

Our staff are contactable by telephone, facsimile, in person or by email during normal business hours.


Our staff will:

  • Always identify themselves. And all our correspondence will have a contact name and telephone number;

  • Acknowledge or finalise your written communications within seven days of receipt, except for emails, which will be acknowledged within 24 hours of receipt;

  • Keep you informed of progress where there are unavoidable delays;

  • Follow up your telephone messages within 24 hours;

  • Endeavour to refer you to the appropriate organisation should your enquiry be outside NICNAS’s scope;

  • Provide up to date information in plain language and in electronic format on our website or in print form if required; and

  • Respect your rights to privacy and confidentiality.

To ensure that we meet the needs of our clients we undertake an annual customer survey against the standards of service outlined in this Service Charter. Feedback is reported and used for continuous improvement in the scheme.

Our service

Our staff are committed to ensuring that:

  • You are offered assistance;

  • You are treated with courtesy at all times;

  • Your questions and enquiries are answered promptly;

  • We are objective in our dealings with you; and

  • All decision-making processes are transparent to you.

We offer face-to-face meetings with our clients to facilitate improved communication.

What we expect of our clients

For more effective cooperation and communication, we would appreciate you:

  • Treating our staff with courtesy;

  • Responding to our requests for information accurately and in a timely manner; and

  • Abiding by any legal requirements and other obligations under NICNAS concerning the importation or manufacture of industrial chemicals.


Should NICNAS fail to meet our service charter standards or you experience any difficulties with our operations, please:

  • Try to resolve this with the staff member you are dealing with;

  • Ask to talk to the staff member’s manager if you are not satisfied.

If these options are not appropriate, you can write or telephone the Director, who will respond to your complaint within 10 working days of its receipt.


NICNAS can also advise you of other avenues for complaints including those established by legislation for the appeal of notification and assessment decisions.

Contacting us

Whether you wish to make a suggestion, comment or a complaint, you can contact us.


We are interested in your views about our Service Charter. If you would like to make any suggestions for improvements to our Charter or our service, please complete our online feedback form or email us.