This procedure applies to all cases relating to the quality of service provided by the Department, and can be invoked also in relation to decisions for which a statutory right of appeal does not exist.
The term complaint is used to include a customer’s pursuit with the Department of his or her dissatisfaction with the quality of service received or with a decision by the Department concerning the customer.
Please note that this procedure does not cover matters which are the subject of litigation, matters involving Freedom of Information requests, or matters referred to the Ombudsman or Information Commissioner
If you have a complaint, the matter should be brought to the attention of the staff of the Division or Service concerned, either orally or in writing. The staff there will try to resolve the matter without delay, and will respond to you within not more than 20 working days from the receipt of your complaint.
If you are unhappy with the response to your complaint, you should pursue the matter with the Customer Services Manager. Correspondence should be addressed to:-
Customer Services Manager,
Department of Communications, Energy and Natural Resources,
Elm House,
Earlsvale Road,
Cavan,
Co Cavan
Telephone: (01) 6782070/ (01) 6782078;
LoCall: 1890 44 99 00 (Extn 2070/2078);
Email: customer.service@dcenr.gov.ie
It will assist us in dealing promptly with your complaint if you give us the following information:
- your name and address;
- details of exactly what you are dissatisfied 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) with whom you were dealing;
- a daytime telephone number, if you would be happy for us to contact you by phone – this may help resolve the matter more quickly.
If you have special needs that may affect your ability to pursue a complaint, please let us know at the earliest opportunity. We will make every effort to assist you.
All complaints received by the Customer Services Manager will be acknowledged within 3 working days. In general we will deal with complaints to the Customer Services Manager within 20 working days. It may, however, take longer to deal with more complex cases. In that event, we will contact you, explain why and indicate by what date we will finalise our consideration of the complaint.
We will consider your complaint fairly and impartially. The Customer Services Manager will, firstly, arrange for an officer of the Department other than those originally involved to examine your complaint carefully. The Customer Services Manager will examine this report to decide on the appropriate response to your complaint, consulting as necessary with the Department’s Management Committee. If your complaint is upheld, we will rectify the mistake, whenever possible, and give you a full explanation and apology.
Customers also have the right of recourse to the Ombudsman, who may be contacted at:
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Telephone: (01) 6395600
LoCall: 1890 22 30 30
Fax: (01) 6395674
Email: ombudsman@ombudsman.gov.ie
Web: http://www.ombudsman.gov.ie/