OSi Customer Charter


Customer Charter 2019 – 2021

The national providers of trusted, maintained geospatial data and platforms to ensure the State’s digital geography is easy to find, share and use.

Ordnance Survey Ireland (OSi) has a proud tradition spanning three centuries of delivering quality products and services to its customers. Our Customer Charter sets out the level of service we aim to provide for our customers, in line with the 12 Principles of Quality Customer Service.

Our Contact Details:

Ordnance Survey Ireland
Ordnance Survey Road
Phoenix Park
Dublin 8

D08 F6E4

E-mail: custserv@osi.ie

Tel: +353-1-802-5300
Website: www.osi.ie

Compliments, Complaints and Feedback

If you wish to give feedback, or are unhappy with the quality of service you have received you have the right to complain. OSi is committed to delivering a high level of customer service.

We are committed to:

  • Dealing with complaints in a courteous and efficient manner
  • Resolve complaints where possible at the first point of contact
  • Correcting any mistakes as quickly as possible
  • Ensuring any errors do not re-occur

A complaint in the first instance should be taken up directly with the individual who provided the service or in his/her absence the supervisor of that area.

If it is not possible to resolve the matter with staff member or supervisor you may direct the complaint, preferably in writing, to OSi’s Customer Service Officer.

The Customer Service Officer will issue a formal acknowledgement within 5 working days.
We will work to issue a full response to the complaint within 30 working days of receipt.

In complex circumstances our response may be longer than 30 working days. In that instance we will inform the customer of that within 30 days of first receiving the initial complaint. We will also provide an estimate of the timescale for bringing the investigation to a conclusion, an explanation for the delay and that an update will be provided every 20 working days thereafter.

If the complaint is upheld then steps will be taken to remedy the fault and we will provide appropriate redress to the customer.

If you remain dissatisfied with the outcome of the investigation you have the right to appeal. In the first instance this will be investigated by the line manager responsible for Customer Service. If the matter fail to be resolved at that stage you have a right to appeal to the General Manager of Business & Marketing who has full responsibility for the management of all aspects of customer service and who reports to the Chief Executive Officer. If the matter is still not resolved, you have the right to appeal to the Office of the Ombudsman.

Contacting OSi – Covid-19 Pandemic

Currently our public offices are closed. During the Covid-19 Pandemic the majority of our staff are working remotely and are unable to receive phone calls or conduct personal appointments. Arrangements are made to distribute any post received. However, we currently recommend communication by email as the best means of contacting us. A list of OSi emails is included below.

Purchasing OSi Products and Services

To help us to provide an efficient service and excellent experience customers should:

1.Use our online service at www.osi.ie to purchase our products including Planning Packs (Digital and Paper), Land Registry Maps and Tourist/Leisure Maps.

2.Purchase through our Official Agents. (Please see our website www.osi.ie for further details).

3.Contact Map Sales by email at mapsales@osi.ie 

Suggested Customer Preparation prior to contacting OSi

Before contacting OSi please have all your details ready such as transaction number, co-ordinates, locality and type of map.
Always treat our staff with courtesy, patience and respect.
Contact us by email on one of the email addresses listed below.

More information on OSi’s customer service commitments can be found in OSi’s Customer Service Action Plan 2019 – 2021.

Service through the Irish language

As an organisation, OSi is committed to providing quality services in both Irish and English. We will comply with the Official Languages Act 2003 and any Regulations made under the Act.

Map Sales
e-mail: mapsales@osi.ie
Digital Sales
e-mail: digitals@osi.ie
Trade Sales
e-mail: tradesales@osi.ie
Copyright Administration
e-mail: copyright@osi.ie
Aerial Photography Sales
e-mail: photosales@osi.ie
Customer Services
e-mail: custserv@osi.ie
Geodetic Surveying Services
e-mail: control@osi.ie
Ríomhphoist trí Gaeilge
e-mail: eolas@osi.ie