Quality Customer Service: Complaints

How to make a complaint

Complaints Form | Complaints FAQ

If you are not satisfied with the standard of service you receive or feel improvements could be made, we welcome your feedback and will deal with all comments and complaints thoroughly and fairly.

Any dissatisfaction with the manner in which the Department delivers its services will be dealt with promptly. An acknowledgement and full written reply will be sent within 17 working days of the complaint being received. Where necessary, we will ensure that the causes of complaint are rectified and not repeated in the future.

Should you remain dissatisfied, we will advise you of your statutory right to pursue the matter further with the Ombudsman.

You can make a complaint by contacting the business unit concerned

• In person
• By phone or fax
• In writing
• By email
• By completing the Complaints Form online
• or by contacting the Department's Customer Service Unit:
  Tel: 01-631 2114
  E-mail: customerservice@deti.ie
  Fax: 01-631 2827

Our commitment

Maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided.

We are committed to maintaining a well publicised, accessible, transparent and simple to use system of dealing with complaints about the quality of service provided.

The Department's Complaints Procedure (PDF) deals with complaints relating only to the level and standard of service provided.

Any individual or organization which has a complaint regarding the manner in which the Department delivers its services has a right to expect that the complaint will be handled fairly and without undue delay.

Our policy is to promote quality, openness and transparency in the delivery of all our services to our customers.

Where customers are not satisfied with the standard of service provided or feel improvements could be made, feedback and complaints will be acknowledged openly and sympathetically.

The purpose of the Department's Complaints Procedure is twofold - to provide a professional customer service, and to learn how to give an even better one in the future. A record of the number of complaints received by the Department will be recorded in the Department's Annual Report.

Complaints will be accepted by telephone, fax, email, letter, and in person to the relevant Business Unit or through the QCS Unit.

The Department's Comment Card may also be used.

Our Complaints Procedure enables decisions to be reviewed by a person other than the original decision maker.

Should the original decision be upheld, the complainant is informed of their right to be referred to the Office of the Ombudsman.