Customer Charter and Action Plan
This Customer Charter sets out the standards of service you are entitled to expect from us and the Action Plan details how we plan to provide and maintain this level of service.
Our mission
To collect, protect and make available the recorded memory of Ireland
We care for more than twelve million items including books, manuscripts, newspapers, photographs, prints, maps, drawings, ephemera, music and digital media
Our vision
To share the story of Ireland with the world through our unique collections
Our values
- Welcoming to all
- Trustworthy
- Collaborative
- Progressive
Customer Charter
We will:
- Provide all our services with courtesy and professionalism and to the highest standards possible at all times
- Offer high quality accessible, visitor, study and research experiences in both our physical and online environments
- Ensure that all users and staff are treated equally and that diversity is respected and valued
- Communicate with you in clear, straightforward language
- Respond to all queries in a timely and appropriate manner
- Provide public services and information through Irish as appropriate
How you can help us:
- Provide comments and suggestions about our service
- Report any issues that may arise
- Participate in any customer surveys that we conduct
- Provide us with information we need to help you
We ask that you will:
- Observe the terms & conditions in place for the use of the library and library materials
- Treat our staff with courtesy and respect
- Respect the rights of others in the Library
- Respect the reading rooms, exhibition and event spaces
Action Plan
The National Library of Ireland (NLI) outlines our commitment to providing an excellent service in accordance with the Principles of Quality Customer Service as listed below
- The National Library of Ireland will publish a Customer Charter which will outline our commitment to delivering a quality customer and visitor experience and service
- We will review it every 3 years
- We will ensure that all users and staff are treated equally and in accordance with the provisions of equality legislation and are not discriminated against by virtue of their gender, family status, civil status, religion, age, and race, membership of the Traveller community, sexual orientation or disability
- We will provide access to services through Irish Sign Language where possible as set out in the relevant legislation (ISL Act 2017)
- We will proactively engage with groups who are under-represented in our collections, exhibitions and services in order to increase diversity in the National Library
- We will promote staff awareness of equality, equity, diversity and inclusion through information sessions and training
- We welcome feedback on EEDI in the National Library at: diversity@nli.ie
- A major renovation of the National Library’s historic main building is underway with a priority goal of equal and universal access for all
- We will regularly monitor the National Library of Ireland’s premises to ensure we are providing the best possible physical access to all our buildings, that they are clean and comply with health and safety standards
- We will ensure that the information provided on our website is up to date and accurate, and accessible for everyone in accordance with NLI’s Accessibility Statement
- We will provide full, accurate and timely information about our programme of events and exhibitions on our website and via our opt-in newsletter
- We will provide timely and accurate information via all our social media channels
- We will deliver all services in a courteous manner and promote mutual respect between staff and library users
- We will acknowledge all correspondence within 10 days of receipt and where possible provide a substantive response within 20 days of receipt
- We will keep users informed of progress if the period required to provide a response to their query is outside the 20-day deadline
- We will include contact details on all written and email communications
- We are committed to resolving all complaints promptly and will ensure that they are dealt with fairly and impartially.
- Complaints should be directed to Head of Service Delivery feedback@nli.ie
- We will ensure that all complaints are acknowledged within 10 working days of receipt
- We will aim to resolve all complaints within 20 working days
- If your complaint is upheld, the National Library will aim to rectify it as quickly as possible.
- If you are dissatisfied with the decision made about your complaint you have the right to appeal to the Leadership Team of the National Library through feedback@nli.ie
- If you remain dissatisfied, we will advise you of your right to refer the matter to the Office of the Ombudsman Email: ombudsman@ombudsman.gov.ie
- We will provide an email address inviting feedback (feedback@nli.ie) on our website and emails will be responded to within 10 business days
- We will evaluate our performance regularly against our strategic goals
- We will conduct regular user surveys and commit to improving services based on user feedback
- We will engage in regular dialogue with our users via our communication channels including our general email service, telephone enquiry service and social media channels
- We will facilitate choice for our users in accessing information and services through a range of locations, both online and in person
- We will make full use of new and emerging technologies to broaden the choice of services and ways that users can engage with Library collections
- We will comply with our obligations under the Official Languages Act 2003, and as laid out in the current NLI Irish Language Policy
- We will publish all major publications including strategies, policies and annual reports in Irish and English
- We will reply in Irish to all correspondence received in Irish
- Signage in our buildings will be in Irish and English
- We will continue to develop strong relationships and work constructively with all stakeholders in our tradition of collaboration and partnership to ensure ongoing improvements in the delivery of excellent user services.
- We recognise our staff as internal customers and appreciate the critical role that they have in contributing to the Library’s success, and delivering the highest quality service possible to all our users
- We will ensure that our values of being welcoming, trustworthy, progressive, and collaborative are upheld and encouraged across the workplace
- We will create a working environment in which equality, equity, diversity, and inclusion is respected and valued
- We will identify learning and training opportunities for our staff to enhance the development of our organisation and services
Contact us
Address: National Library of Ireland, 7-8 Kildare Street, Dublin 2, D02 P638
Telephone: +353 (0)1 6030200
Email: feedback@nli.ie Web: www.nli.ie
The Customer Charter and Action Plan were revised in January 2026.