If you are unhappy with the quality of service you receive, you have the right to make a complaint. Our complaints and appeals procedure applies when a customer is unhappy with the quality of service provided by the Department. The procedure also applies to decisions for which a statutory right of appeal does not exist. It does not cover matters that are the subject of litigation, Freedom of Information, or matters referred to the Ombudsman or Information Commissioner.
If you have a complaint, you should first bring it to the attention of the relevant Division or Service Provider you have been dealing with. If you do not resolve your complaint, you can pursue the matter with the Departments Customer Services Manager. The Customer Services Manager will acknowledge receipt of your complaint within 3 working days and try to resolve it within 20 working days. All correspondence to the Customer Services Manager should be in writing. To help us deal with your complaint promptly, please include the following information in your correspondence:
- your name and address
- details of what you are unhappy with, including any relevant reference numbers
- if you disagree with a decision, the reason(s) why you feel it is wrong or unfair
- the name of the Division and, if appropriate, the official(s) you were dealing with
- a daytime telephone number, if you are happy for us to contact you by phone
We consider all complaints fairly and impartially. The Customer Services Manager will examine your complaint carefully and decide on the appropriate response. If your complaint is upheld, we will rectify the mistake, whenever possible, and give you a full explanation and apology.
If you remain dissatisfied, you may wish to bring the matter before the Ombudsman. You can contact the Ombudsman at:
Office of the Ombudsman
18 Lower Leeson Street
Telephone: (01) 6395600
LoCall: 1890 22 30 30
Fax: (01) 6395674