Nós Imeachta le Gearáin a Dhéanamh do Chustaiméirí an Bhoird Parúil

If you are not satisfied with the standard of service you received from our office or from any of our staff, you may complain to us in writing and we will investigate your complaint promptly, thoroughly and fairly.

We will also make sure that the cause of the complaint is put right and that it is not repeated in the future.

The complaints procedure covers:

• delays
• mistakes
• poor customer service

The complaints procedure does not cover:

• complaints made before the commencement of the Parole Act 2019
• decisions in relation to applications for or revocation of parole or the variation of conditions attaching to parole
• complaints about matters which are, or have been, before the Courts
• complaints from persons not directly affected by the functions of the Parole Board

If you are applying for parole, making a complaint will not affect that. Both are processed separately and have no impact on each other.

In general, you must make your complaint within 3 months of becoming aware of the event about which you are complaining.

When we receive your written complaint, we will:

• write to you within 5 working days to let you know we have received your complaint
• investigate your complaint thoroughly
• address the issue raised in your complaint where appropriate

In most cases, you will get a full reply within 20 working days. If this is not possible, we will send you regular updates about the progress of your complaint

You may complete the complaint form in the language which is most convenient for you.

Complaints made on your behalf by your legal representative are also acceptable.

Written complaints that are not on an official complaints form are acceptable, as long they are signed by you and contains all the information necessary to investigate your complaint.

However, we would encourage you to use the official complaints form so that all relevant information is provided.

Contact the Customer Liaison Officer at the address below and ask for a complaints form. There is also a complaints form included in the document below.

Complete and sign the complaints form and return it to us at the above address.

Only written complaints will be accepted and any incomplete or unsigned forms will be returned.

If you are not satisfied, you may ask for a review within 10 working days from the date of the reply. Applications for review outside of this 10 day time limit will not be considered.

You may ask for a review by writing to the Customer Liaison Officer. You should quote your complaint reference number (which will be on the letter you received) and explain why you are not satisfied with the reply you received.

You will receive a letter within 5 working days to let you know that we have received your application for review. Your complaint will be reviewed by a different official. You will informed of the outcome within 20 working days of your request for review. If a response cannot be sent in this time, you will receive regular updates about the progress.