Service
Complaints and Appeals Procedure under the Customer Charter
Published on
Last updated on
Published on
Last updated on
If you are not satisfied with the service we provide or a decision we have made you should let us know and we will deal with the matter promptly, impartially and in confidence. The following sets out the department's code of practice:
This procedure concerns complaints or appeals relating to delays, mistakes, instances where you did not receive the level of service you feel you are entitled to and decisions with which you are dissatisfied.
This code does not apply to the following:
In the first instance, the matter should be brought to the attention of our staff in the Branch concerned either orally or in writing. The staff there will try to resolve the matter without delay.
If the matter cannot be resolved by our staff or you are unhappy with the response to it, you can ask for the matter to be reconsidered by a higher level officer within that Branch.
In the event that you are still unhappy with the response you may seek an independent review by contacting the Customer Service Officers at the address below:
If you are unhappy with our response to a complaint/appeal then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
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.