Grace Boland (Dublin Fingal West, Fine Gael)
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814. To ask the Minister for Education and Skills if her Department has a defined service level response time in which it responds to emails from principals of schools; and if she will make a statement on the matter. [18944/25]

Helen McEntee (Meath East, Fine Gael)
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A statement of commitments contained within my Department’s Customer Charter can be found on gov.ie at the following link:

The Customer Charter underpins our approach to quality customer service and the commitments contained within this Charter set out acknowledgement and response timelines for correspondence received in the Department.

Grace Boland (Dublin Fingal West, Fine Gael)
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815. To ask the Minister for Education and Skills the steps a principal can take to escalate a query if they have not received response to emails sent to her Department; and if she will make a statement on the matter. [18945/25]

Helen McEntee (Meath East, Fine Gael)
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Principals can directly contact the business units within my department through the 52 helplines and general contact numbers that are used to manage requests for information and follow up queries. Contact details for my department’s business units are detailed at gov.ie- About the Department of Education ().

When publishing circulars, my department includes the direct unit contact details should a principal wish to raise a query with the subject matter experts.

A principal also has the option to engage directly with my department's Customer Support Unit via phone or email. The Customer Support Unit can assist principals with their queries where possible or redirect as appropriate.

Detail of the communication avenues and escalation processes available to principals are detailed in my department's Customer Charter.