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Laois Co Co - Complaint Procedure


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How to make a Complaint

Please read the complaints procedure below before making a complaint. If you wish to make a complaint online please use the complaint form


Complaints Procedure

We in Laois County Council have put in place a simple three-stage procedure for dealing with complaints.

Stage 1—Discuss at the point of service

The people who can best deal with a complaint are those who provide the service. All employees will take responsibility for dealing with a complaint. Mistakes and misunderstandings are usually sorted quickly and efficiently at this stage. Customers will be notified of the staff member responsible for dealing with the complaint.

Stage 2—Who to contact

If you are unhappy with the outcome of Stage 1, you can contact the Designated Contact person in writing or by making an appointment and he/she will fully investigate the matter.

Complaints should be made in writing on the prescribed complaint form.  All written complaints will be acknowledged within 2 working days.

Stage 3—Internal Appeal Procedure

If you are still dissatisfied with the decision or response at this stage, you may pursue the matter with the appropriate Director of Services or his nominated Officer who will have the matter fully and impartially investigated. Your complaint will be acknowledged within five working days, treated confidentially and a decision or update will be given with four weeks. If for any reason this deadline cannot be met, you will be informed of the reason and a new deadline will be set.

Do you use this procedure for all complaints?

No, not all complaints are appropriate to this procedure. These are as follows: Occasions where a statutory procedure or right of appeal already exists (e.g. planning matters, traffic fines, etc.) Our employees will be glad to advise you on the correct procedure to use.

The Office of the Ombudsman

If you feel that 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.

 

Contact details are as follows:

Office of the Ombudsman

18 Lower Leeson Street

Dublin 2

 

Tel:  Lo-call 1890 22 30 30

Tel:  (01) 639 5600

Fax: (01) 639 5674

 

E-mail:  ombudsman@ombudsman.gov.ie

Web:  www.ombudsman.gov.ie/en/

 



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