Customer Feedback/Complaints Procedure

If you are not happy with the quality of the service, which you have received from this Department or simply wish to make some suggestions for improving our services, please contact us directly. We welcome all feedback and will deal with your complaints/queries/suggestions in a timely and confidential manner.

If you want to make a complaint about any aspect of the service you have received from this Department, please follow the steps below. Please note that if your complaint relates to a service provided by a Local Authority/Agency under the aegis of the Department, then you should contact the relevant local authority/agency directly.

• Step 1 - Make direct contact (in writing/by telephone/e-mail) with the person/section with whom you have been dealing in the Department giving as much detail as possible on the nature of your complaint.
• Step 2 - If you are not satisfied with the response received from the above, you should contact our Quality Customer Service (QCS) Officer at:-

QCS Officer, Department of Housing, Local Government and Heritage, Communications Unit, Custom House, Dublin D01 W6X0.

E-Mail: qcsofficer@housing.gov.ie

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:

• Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
• Or 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.

We have an Inquiry Officer to investigate complaints made under section 38 of the Disability Act.

You can make a complaint to the Inquiry Officer if you think we have not complied with sections 25, 26, 27 or 28 of the Disability Act 2005.

You can make a complaint in person, in writing, by phone, fax, e-mail. A complaint can also be made on your behalf if you authorise someone to act for you.

The Inquiry Officer will carry out investigations in private and will produce a report which will say:

• if your complaint is valid
• whether there has been a failure by us concerning your complaint

Where a failure has happened, it will outline the steps to be taken to ensure future compliance. This report will be made available to our Secretary General and to the person who makes the complaint.

The Inquiry Officer contact details are as follows:

Danny O'Sullivan, Facilities Management Unit, Ph: +353 (0)53 911 7466, Email: danny.osullivan@housing.gov.ie

To help us monitor and improve our service to you, we would welcome and value your comments and suggestions for improvement. You can either contact our QCS Officer as per the contact details outlined above or you can fill out our comment card. The comment card is also available as a hard copy on request from any member of our staff.