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/nullify the original decision made in the case.
Complaints procedure:
All Official Complaints received (hereinafter called 'complaints') must be in writing/email and sent to:
You can also complete the Complaints Form (found in related documents on this page) and post or email it to the address/email below.
Complaints Officer,
Dún Laoghaire-Rathdown County Coucil,
Communications Office,
County Hall,
Marine Road,
Dún Laoghaire,
Co. Dublin
or email info@dlrcoco.ie
When you make a complaint, you will receive an acknowledgement email/letter within 7 working days.
Staff will provide assistance to the person making the complaint, with the assurance that the complaint will be treated sensitively and confidentially as far as possible.
The Complaints Officer will review all files on the matter and issue his/her decision where possible within 28 days 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 handling your complaint who will have full responsibility for reviewing all appeals.
The appeal process will be completed within 21 days of receipt of the appeal.
We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:
· Click ‘Make A Complaint’ here
· Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or
· Calling the Ombudsman on 01 639 5600 if you have any queries or if you need help making your complaint.