Departmental Correspondence

Tuesday, 15 January 2019

Questions (967)

Thomas P. Broughan

Question:

967. Deputy Thomas P. Broughan asked the Minister for Transport, Tourism and Sport the customer complaints received by his Department in each of the years since 2016; if the complaints are grouped into categories; the nature of the complaints; the resolution of same; and the number progressed to the relevant Ombudsman in each of the years since 2016. [1879/19]

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Written answers

Minister for Transport, Tourism and Sport

The information requested by the Deputy is currently being collated by my officials and will be forwarded to the Deputy within 10 working days.

The following deferred reply was received under Standing Order 42A

I refer to the Deputy's parliamentary question regarding the customer complaints received by the Department in each of the years since 2016; if the complaints are grouped into categories; the nature of the complaints; the resolution of same; and the number progressed to the relevant Ombudsman in each of the years since 2016.

A total of 104 complaints were received by my Department between 2016 and 2018. The majority were in relation to Motor Tax and Public Transport issues. One complaint was progressed to the Ombudsman. Please see the following table in this regard.

Year	No. of Complaints	Category	Topic/Nature of Complaint	Outcome	Ombudsman Cases

2016	39	Motor Tax Public Transport	Motor Tax Disc Replacement Process Operational Issues	Resolved Sent to agency for reply

2017	33	Customer Service Motor Tax Public Transport Word in issued document misspelled FOI	Telephone System Wait Time Motor Tax Disc Replacement Process Operational Issues Misspelt Word Road Safety Authority	Resolved Resolved Sent to agency for reply Complaint noted Resolved

2018	32	Motor Tax Motor Tax Information Sought Public Transport Acht na dTeangacha Oifigiúla 2003 Taxi Driver Licence	Query on Transfer of Vehicle Ownership Motor Tax Disc Replacement Process Existing information not being disclosed Operational issues Dept. Official contact details not in Irish & delay in replying to customer Taxi Licence NDLS queuing system	Being investigated by Ombudsman Resolved Advised that information non-existent Sent to agency for reply Omission rectified & apology made to customer Ongoing Resolved	1
Total	104