Comment Card | Customer Charter | Complaints Form
Louth Local Authorities are committed to providing an efficient and courteous service to all our customers. However, sometimes things do go wrong. If you have a problem or are unhappy with any aspect of our service, we want to know about it. When we have made a mistake, or are otherwise at fault, we will apologise, do what we can to remedy the situation at the earliest opportunity and where appropriate, take whatever measures are necessary to prevent a similar situation recurring. This procedure may be used not only to make a complaint but also to make a comment or suggestion on council services.
The Organisation
The services of Louth Local Authorities are assigned over the following policy areas:-
Each policy area contains a staffing complement headed by a Director of Services/Head of Function. A Complaints Officer has been designated within each of these areas. This officer is at senior level with responsibility for handling and resolving complaints received which relate to the policy area in question. He/She has the authority to alter/nullify the original decision made in the case and to award redress in appropriate circumstances subject to limits outlined by the County Manager.
How to make a complaint
The Louth Local Authorities 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 staff will take responsibility for dealing with a complaint. Mistakes and misunderstandings are usually sorted out quickly and efficiently at this stage.
Stage 2: Contact the Complaints Officer
If you are unhappy with the outcome of Stage 1, you can contact the relevant Complaints Officer who will fully investigate the matter. (They are listed on this leaflet for your convenience).
Stage 3: Contact the Appeals Officer
If you are still dissatisfied with the decision or response at this stage, you may pursue the matter with the relevant Appeals Officer who will have the matter fully and impartially investigated. Your complaint will be acknowledged within one week, treated confidentially and a decision or update will be given within four weeks. Complaints should, if possible, be made in writing on the prescribed complaint form.
Office of the Ombudsman
Complaint Procedures
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 Ombudsan. 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 independant dispute resolution services
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Tel: 01 639 5600 / Lo-call 1890 22 30 30
Fax: 01 639 5674
Email: ombudsman@ombudsman.gov.ie
Web: www.ombudsman.ie
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