Tuesday, 26 March 2019

Questions (392)

Mattie McGrath

Question:

392. Deputy Mattie McGrath asked the Minister for Education and Skills 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. [13779/19]

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Written answers (Question to Education)

It is the aim of officials within my Department to provide quality services to all our customers, which is underpinned in our Customer Charter. There is a complaints procedure in place to address any instances when customers are unhappy with the service they have received. This can be found on our Department's website.

The complaints procedure informs customers on how to make a complaint, and the steps taken within the Department once this complaint has been received. It also acts a guide to staff in investigating and responding to complaints in a fair, structured and timely manner.

While a complaint can be made to any member of staff in relation to the service received, a formal complaint can be made to my Department’s Customer Service Office if it cannot be resolved at the point of service.

The number of formal complaints received by my Department in 2016, 2017, 2018 and to date in 2019 are as follows:

2016 – 5 formal complaints received, none progressed to the Ombudsman

2017 - 4 formal complaints received, none progressed to the Ombudsman

2018 - 3 formal complaints received, none progressed to the Ombudsman

to-date 2019 - 3 formal complaints received, none progressed to the Ombudsman to date.

All formal complaints received from 2016 to 2019 were resolved within the Department, and therefore were not progressed to the Ombudsman.