Dáil Éireann Debate, Thursday - 2 October 2014
53. Deputy Catherine Murphy asked the Tánaiste and Minister for Social Protection the number of complaints received over the past three years that were referred to the Office of the Ombudsman; if any of these complaints escalated further to the courts; if she will provide a breakdown of these figures according to officer named complaints and non-officer named complaints; and if she will make a statement on the matter. [37551/14]
View answerStatistics on the number or nature of cases that are referred to the Office of the Ombudsman or to the Courts are not held by the Department.
The number of complaints recorded by the Department from January 2011 to date:
|
“Officer Named” Complaints |
Non Officer Named Complaints |
Total Received |
|
|
Year 2011 |
103 |
1,631 |
1,734 |
|
Year 2012 |
102 |
1,465 |
1,567 |
|
Year 2013 |
171 |
1,044 |
1, 215 |
|
Year 2014 |
149 |
652 |
801 |
My Department’s Customer Charter and Action Plan 2013-2015 sets out the level of service customers can expect to receive. The Department monitors its performance through the use of its management information systems and through consultation with customers using a variety of methods, including receiving feedback through the Comments and Complaints system.
If a customer is dissatisfied with the standard of service they receive, they can contact the staff member or section involved to have the matter dealt with. If this does not resolve the issue to their satisfaction, they can make a complaint to the Quality Customer Service Team by telephone, in writing or on line at www.welfare.ie. Their complaint will be dealt with promptly, fairly and impartially. Receipt of the complaint will be acknowledged, and it will be referred to a complaints officer for investigation. A response to the customer normally issues within 15 working days of the date of receipt of the complaint.
If the complaint remains unresolved, the customer is advised of their right of further appeal to the Office of the Ombudsman.
