Customer Charter

IMMA’s mission is to connect audiences and art, providing an extraordinary space in Ireland where contemporary life and contemporary art connect, challenge and inspire one another. IMMA shares, develops and conserves the Irish National Collection of Modern and Contemporary Art for now for the future.

The Museum serves a wide range of audiences, including general visitors, artists and arts professionals, donors and lenders and education and community groups. We also work with a number of other entities, such as the Department of Culture, Heritage and the Gaeltacht, other Government Departments and agencies, Education organisations, Dublin Local Authorities, the Office of Public Works and the media.

Everyone at IMMA is committed to serving all of our visitors and customers in accordance with the highest standards of quality customer service. This Customer Charter and the associated Customer Action Plan have been put in place in order to improve customer service, by setting out and measuring customer service levels.

Across our full range of activities we undertake to:

• Deal with all our visitors and customers courteously and equitably
• Provide prompt, accurate and full information on our programmes, services and facilities to general visitors to the Museum and to respond to substantial queries from general visitors within 20 working days
• Provide an initial response to telephone queries within two working days and a full response within 20 working days
• Provide an initial response to correspondence, by letter or email, within seven working days and a full response within 20 working days
• Provide an interim reply to let you know that the matter is still receiving attention, if a definitive reply cannot be issued within 20 working days
• Always give a name, phone number and email address to assist you in your dealings with the Museum
• Provide an accessible and fair complaints and redress system
• Ensure that our public spaces are safe, clean and accessible
• Work to continually improve our service to the public

In order to assist us in complying with these undertakings, we would be grateful if , when communicating with us, you would:

• Quote reference numbers, where available,
• Complete all applications/forms carefully, accurately and legibly
• Provide all necessary supporting material
• Ensure applications/forms are submitted in sufficient time

We welcome your comments as to how we might build on these commitments in the future. Comments can be made on our contact form on this website, or to [email protected]

If you wish to make a more detailed complaint please contact our staff at reception, where guidelines on making and dealing with complaints are available. All complaints will be acknowledged as soon as possible and, in any event within five working days, and will be dealt with within 25 working days.

Contact details:
Head of Audiences and Development
IMMA
Royal Hospital
Military Road
Kilmainham
Dublin 8
Tel: +353 1 612 99 00
Fax: +353 1 612 99 99
Email: [email protected]
Website: www.imma.ie