Communications Office
Official Complaints Procedure (OCP)
Introduction
All queries/complaints should be made in the first instance at departmental level. Staff members are trained to answer queries/complaints and every effort is made to resolve them promptly and efficiently. However if you are not satisfied with the outcome of your complaint, you may use the Council’s Official Complaints Procedure outlined below.
In this procedure, the term “Official Complaint” is used to include a customer’s dissatisfaction with the quality of service received, or with a decision made by the Council concerning the customer.
There is a complaints Officer in each department. This Officer is at senior level. They have responsibility for handling and resolving Official Complaints, which relate to their department, and have the authority to alter the original decision made in the case.
Complaints Procedure:
All Official complaints received (hereinafter called ‘complaints’) must be in writing/email and signed. Staff members provide assistance for the person making the complaint, with the assurance that the complaint will be treated sensitively and confidentially as far as possible. Application forms, facilitating the public when making complaints, are available at all our public offices, libraries and on the internet (see link below):
When you make a complaint, you will receive an acknowledgement letter within 7 working days.
The Complaints Officer will review all files on the matter and issue his/her decision where possible within 2 weeks of receipt of the complaint. Where we are unable to process a decision within this time, you will be promptly informed of the expected date of the final decision.
If you are not satisfied with the way your complaint was handled, you can appeal the decision of the Complaints Officer to the Senior Executive Officer of the department concerned (the department handling your complaint). The Senior Executive Officer has full responsibility for the reviewing of all appeals concerning issues within the department’s remit. The appeal process will be completed within 21 days of receipt of the appeal.
Please note that the council’s Official Complaints and appeal procedure does not affect your right to have your complaint reviewed by the Office of the Ombudsman at any stage. The Ombudsman is contactable at:
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Phone: 01 - 6395600
LoCall: 1890 22 30 30
Email: ombudsman@ombudsman.gov.ie
Web: http://www.ombudsman.ie