Customer Service Charter

SUSI is the single awarding authority responsible for the processing of all student grants in Ireland.

This Customer Charter sets out mutual expectations in this context.

SUSI will administer student grant applications fairly, reasonably and consistently in line with the Student Support Act 2011, the Student Grant Scheme, the Student Part-Time Fee Scheme for Specified Courses 2024 and the Student Support Regulations made thereunder and will seek to achieve the correct outcome.
SUSI will treat the information you give us in confidence and ensure that it will not be used, or disclosed, except as provided for in the SUSI Data Protection Statement you signed when submitting your application.

You can expect:

to be treated courteously with consideration in a non-discriminatory, professional way in your dealings with SUSI.

We expect you:

to treat SUSI officials with courtesy and to give them all reasonable co-operation.
While SUSI staff are always happy to assist with any query and will deal with every application impartially, staff are not expected to tolerate behaviour that is abusive, offensive, threatening or, due to the frequency of contact, takes up too much time and resources that could be spent dealing with other queries and concerns from the public.
The types of behaviour that will be considered unacceptable include: threats of violence, abuse of staff, and rude or aggressive conduct; refusal to accept decisions or outcomes; lack of co-operation; unreasonable demands.
Action that may be taken against any customer engaging in unacceptable behaviour to include:
- Restricting the ways you may contact SUSI for example, may contact only stated people in writing and/or during certain days and times.
- Having the customer enter into a formal agreement on future expectations.
- No further contact.
- Any threats to SUSI staff may involve a complaint to the Gardai and/or other legal action.
- Any threats which give rise to concerns for the health and safety of any individual including the customer, may be reported to the Gardai.

You can expect:

that we aim to ensure that all information we produce is clear, timely and accurate;
that published information will be provided in an accessible and easy to read format and will also be available on our website; and
to be given the necessary information, and all reasonable assistance, to enable you to clearly understand the grant process.

We expect you:

to provide true and correct information in all your contacts with SUSI and to advise SUSI in a timely manner of developments that are relevant to your grant application.

You can expect:

to be treated as honest in your dealings with SUSI unless there is clear reason to believe otherwise and subject to SUSI’s responsibility for ensuring compliance with grant regulations.

We expect you:

to deal in an honest way with SUSI by declaring correct information and on making an application for a student grant, seeking only those entitlements to which you are due.