Tuesday, 26 March 2019

Questions (228)

Mattie McGrath

Question:

228. Deputy Mattie McGrath asked the Minister for Finance the number of complaints submitted to his Department in 2017, 2018 and to date in 2019; the number of appeals made with respect to the outcome of such complaints; the number referred to the Office of the Ombudsman; and if he will make a statement on the matter. [13781/19]

View answer

Written answers (Question to Finance)

In line with the Department's Customer Charter, available on the Department's website, a complaint is defined as "an expression of dissatisfaction concerning the provision of a service or services by the Department”.

The Department received two complaints for the period 2016 - 2019 outlined in the following table:

Division

Year of Complaint (2016/2017/2018)

Nature of Complaint (e.g. timelines for response, manner by which customer was dealt with etc)

Resolution

Was Complaint referred to Ombudsman

Corporate – Customer Service Manager

2016

Timeline of response

Written responses to requestor; engagement by Customer Service Manager and other relevant officials

No

Corporate – Customer Service Manager

2018

Timeline for response to Written Representation

Written responses to requestor; engagement by Customer Service Manager and other relevant officials

No