Customer Charter

1) Our Vision

Better health through excellent research data and evidence

2) Our Mission

To support research that improves people’s health, promotes evidence-informed care and creates solutions to societal challenges

3) Our values
  • Leadership
  • Independence
  • Accountability
  • Quality
  • Responsiveness
  • Collaboration
  • Inclusiveness
4) What We Do

The HRB is Ireland’s leading statutory health research agency that supports research and provides evidence to prevent illness, improve health and transform patient care. With an annual budget of around €50m, it funds health research projects and infrastructure in Irish research institutions, manages a research investment portfolio of approximately €200m and influences the national and EU environment. The HRB also supports health and social care policy through the provision of secondary data evidence products, and manages a number of critical health information systems for the country. 

During the period 2021-2025 we will

  1. Invest in research that delivers value for health, the health system, society, and the economy.
  2. Be an independent, credible voice for research and evidence, and a trusted thought leader.
  3. Promote and enable the use of data to shape health policy, enhance healthcare delivery, and drive broader research and innovation initiatives.
  4. Build a strong and supportive environment for health research in Ireland.
  5. Foster and enhance European and international coordination, collaboration and engagement.
  6. Develop the HRB as a progressive place to work, where our people are supported to be innovative and responsive.
5) Our Commitment to You

The HRB will provide you with a professional, efficient and courteous service that meets the needs of its customers at all levels. We are committed to the twelve principles of Quality Customer Service as approved by Government.

6) Responding to Customers

We will provide you with timely and accurate information through our website and through engagement with any of our individual business areas. 

We will acknowledge correspondence within 5 working days of receipt.

We will respond to correspondence within 20 working days of receipt and we will keep you informed should any delay arise.

7) Equality and Diversity

We undertake to ensure the rights to equal treatment in the spirit of the Equal Status Act, 2002 within our workplace and in our dealings with customers. We endeavour to accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation (under the grounds of race, gender, marital status, family status, disability, sexual orientation, age and membership of the Traveller Community).

Any customer who feels that she or he has been discriminated against on any of the grounds covered in equality legislation should contact the HRB Director of Corporate Operations, detailing the exact nature of the complaint. (Contact details are set out at the end of this document)

8) Physical access

We aim to provide clean, comfortable and welcoming reception areas for all visitors. We strive to improve facilities, as needs are identified, with a continued emphasis on ensuring that, in so far as is reasonably achievable, our premises are made accessible for people with disabilities. We will take steps to address the needs specific to our customers as identified in order to enable them to fully avail of all our services.  

In accordance with Section 26(2) of the Disability Act 2005 the HRB has appointed an Access Officer.  (Contact details are set out at the end of this document.)

The Access Officer is responsible for providing, arranging or co-ordinating assistance to persons with disabilities who wish to access services provided by the HRB.  The Access Officer also acts as a point of contact for persons with disabilities who wish to access such services.

9) Information

The HRB takes a proactive approach in providing information that is clear, timely and accurate, and is available at all points of contact. We will make every effort to ensure that the information requirements of people with specific needs are met. We aim to utilise the potential of information technologies to provide all appropriate information on our website in a timely and reliable manner.

The HRB also adheres to strict information security policies which ensures the integrity, availability and confidentiality of its data.

10) Website Accessibility

The HRB is committed to

maintaining an accessible website

ensuring that this website achieves “Level AA” conformance to the Web Content Accessibility Guidelines (WCAG) 2.0, to comply with the National Disability Authority’s Code of Practice on Accessibility of Public Services and Information Provided by Public Bodies.

ensuring that all new information on the website will achieve “Level AA” conformance to the Web Content Accessibility Guidelines (WCAG) 2.0.

including accessibility when we procure 3rd-party systems or upgrades to existing systems.

If you would like to send us feedback on the accessibility of our website, please write to the HRB’s Communications Manager.  (Contact details are set out at the end of this document.)

11) Official Languages Act 2003

Déanfaidh an Bord Taighde Sláinte gach iarracht chun freastal as dhaoine ar mian leo a ngnó a dhéanamh trí mheánna Gaeilge

The HRB will endeavour to deliver any of our services in Irish for which there has been a request. A response to such requests will be made with made within 15 working days of receipt.

All requests in Irish should be addressed to the HRB’s Director of Corporate Operations (Contact details are set out at the end of this document.)

12) Help us to help you

Please let us know what you think of the service that we provide by submitting comments, views and suggestions. We will always endeavour to use this feedback to assist us in providing the best possible customer service.

If you were happy with the service provided, please let us know.  It’s always nice to hear.

13) Policy on appealing funding decisions

This policy sets out the process for appealing funding decisions made by the HRB. It is important to note that disagreement with peer reviewers or panel members’ comments are not grounds for an appeal. However, applicants may appeal if they consider that the process for reviewing their application was not adhered to or that it was not conducted fairly.  Further information is available on this webpage.

14) Making a Complaint

The HRB is committed to delivering a high quality, efficient and timely service. If you feel you did not receive as good a service from the HRB as you expected please express this to the person to whom you were dealing with who will try to assist.   We will apologise if a complaint is valid and will ensure to change the way we do things to ensure it does not happen again

If you are unhappy with the outcome of the complaints procedure you have the option to raise the issue with the HRB’s Director of Corporate Operations (Contact details are set out at the end of this document.)

The Director of Corporate Operations will

  • treat your complaint with respect and impartiality
  • examine and review your complaint and reply within 20 working days of receipt
  • continue to keep you informed of developments until the matter is closed

Following from this if you are still unhappy with the way that the HRB dealt with your complaint you have the statutory right to make a complaint to the Office of the Ombudsman:

Office of the Ombudsman

18 Lower Leeson Street

Dublin 2

Tel: (01) 6395600 or 1890 223 030


15) Internal Customer

The HRB recognises its staff as its internal customers and extends the courtesy and rights afforded to its external customers to them.

16) Contact details

Director of Corporate Operations

Name: Martin Morgan

Telephone number: 01 234 5241

Email address:

Access Officer

Name: D’Arcy Donnelly

Telephone number: 01-234 5133

Email address:

Communications Manager

Name: Gillian Markey

Telephone number: 01 234 5103

Email address:

Data Protection Officer

Name: Carol Cronin

Telephone number: 01 234 5124

Email address:

Freedom of Information Officer

Name: Carol Cronin

Telephone number: 01 234 5124

Email address:

All of the above staff are based at the HRB’s offices at

Health Research Board

Grattan House

67-72 Lower Mount Street

Dublin 2

D02 H638