Our Platinum Centre Charter and Mission Statement

Exam Centre of Ireland

Welcome from our Directors, Paul Seaver and Deirdre Byrne. 

We want our customers to have the best possible experience when working with us.

Our staff is committed to your success and to making sure that candidates reach their full potential. This Charter sets out the high standards and level of service that you can expect.

Customer Service Objective

Our objective is to provide a high quality, professional service to our customers which exceeds their expectations.

We will achieve this by listening to our customers’ needs and promptly providing practical, clear, and accurate information.

We will strive to ensure that all our customers are satisfied, and we will measure satisfaction levels regularly and publish the results.

We will act promptly to resolve any issues or concerns as soon as they arise.

Our Commitment

Our customers interact with us in a variety of different ways.

In all our interactions with our customers, we want to make sure they feel appreciated and valued. We are committed to providing the following services:

• Contact with us will leave our customers feeling welcomed, valued, and respected.
• Telephone calls and enquiries will be answered in a polite and efficient manner.
• Our support services will be available by email, telephone and in person by appointment.
• Our website will be regularly updated with details of exam dates, prices, and places where you can take our exams.
• Written and Online communications will be professional, clear, accurate and up to date.
• Our employees will be professional, pro‐active, and Staff on exam days will be clearly identified with an ID badge.
• Exam guidance will be readily We will provide our preparation centres with all the necessary support for Cambridge English exams.
• Feedback from our customers will be used to help us continuously improve our customer service.
• Complaints will be managed promptly, handled sensitively, and concluded within an agreed timescale. We will not treat candidates any differently if they have a complaint.
• Premises and exam venues will be clean, accessible, safe, and welcoming for all candidates.
• Registration process will be simple and efficient.
• Registration will be open for as long as possible to offer an enhanced service.
• Information, exam materials and data will be treated in a confidential and secure manner.
• Costs for exams will be published and easily We will let candidates know as soon as possible about any extra costs such as late entry fees.

Our Standards

When you phone us

• We aim to answer calls promptly or call back to left messages promptly. We will always give our name and will try to answer queries straight away if we can.
• If we do not know the answer to a question, we will take a message and respond within two working days.
• If the person you want is not available in this timescale, we will ensure someone else who will be able to help you instead, responds to you in the same timescale.
• If you leave a message on an answer phone during our working hours, we will call you back within the day.

When you write to or email us

• We aim to respond with an answer as soon as possible and will always reply within two working days.
• If you have a complaint, you can write to exams@exam-centre.ie or speak to a member of our staff.
• Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within fourteen days. Whatever happens, we will keep you informed.
• We will make sure our email in‐boxes are checked regularly during the working day.

When you visit our premises

• A member of staff will always be ready to greet you punctually in reception at the agreed time.

Processing of Cambridge English Entries and Results

• Candidates will receive confirmation of Cambridge English exam entries at least five working days before the exam (unless it is a late entry).
• Certificates for Cambridge English exams will be dispatched, no more than five working days after we receive them from Cambridge Assessment English.

Processing of IELTS Test Entries and results

• Test Day entries will be worked on within 24 hours of receipt.  Test Day Reports for IELTS Tests will be dispatched one working day after results released.

Processing of CELTA and DELTA results and certificates

• Certificates for CELTA and DELTA teacher training awards will be dispatched within 2 days of receipt from Cambridge Assessment English.

Processing of Admissions Testing and results

• Test Day entries will be worked on within 24 hours of receipt. Results will be actioned promptly.

Mission Statement

The Exam Centre of Ireland is in the business of providing examinations and teacher training services. It is our mission to be the best in delivery of examinations, specialised educational training and seminars.

 Our vision is to provide a happy, caring and stimulating environment where participants will recognize and achieve their fullest potential.

We have achieved this by following best practice principles, training our members of staff, evaluation and improving our processes, embracing change and accepting that learning is based on both personal and other people’s experience.

 Quality is our highest priority. We have implemented continuous improvement processes. We are honoured that our centre is the only Platinum Centre on the Island of Ireland.