Quality Customer Service: Complaints

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Complaints Frequently Asked Questions (FAQ)

Complaints Form | How to make a complaint

Q. What issues are covered by the Department's Complaints Procedure?

A. In accordance with the 12 principles of Quality Customer Service the Department's Complaints Procedure deals with complaints relating only to the level and standard of service provided. If you feel an action or a decision of the Department that affects you is not in accordance with our rules or policies, you may appeal these decisions to the Department, to the Ombudsman or the Information Commissioner.

Q. What issues are not covered by the Department's Complaints Procedure?

There are two main types of complaint not covered by the Procedure:
Complaints relating to services provided by offices, agencies or bodies under the aegis of the Department should be addressed directly to them. Full contact details are available here: Offices/Agencies/Bodies
Issues which are currently being examined. If you have already made a complaint on this issue please be patient. We cannot deal with multiple complaints about the same issue.

Q. Who can I complain to?/Who will deal with my complaint?

A. You can make a complaint by contacting the office concerned or the Quality Customer Service Unit:

In person
By phone or fax
In writing
By email
By completing the Complaints Form online

Staff in the Unit concerned will attempt to resolve your complaint quickly and without undue fuss or bureaucracy.

Q. How long will I have to wait for my complaint to be dealt with?

A. Any dissatisfaction with the manner in which the Department delivers its services will be dealt with promptly. An acknowledgement will be sent to you within 2 working days of receipt of your complaint. A full written reply will be sent within 17 working days of the complaint being received. We will inform you directly of any expected delays and provide a timeframe for resolution.

Q. What happens if I am dissatisfied with the response to my complaint?

A. Should you remain dissatisfied with the Department's response to your complaint you may have your complaint reviewed by a Divisional Complaints Officer.

Should you still remain dissatisfied with the Department's response our Quality Customer Service Officer will look into the matter further and come back to you with a decision. The Quality Customer Service Officer can be contacted at Tel: 01-631 2398.

Office of the Ombudsman

If you feel you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides a free, impartial and independent dispute resolution service.