Tuesday, 26 March 2019

Questions (556)

Mattie McGrath

Question:

556. Deputy Mattie McGrath asked the Minister for Justice and Equality 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. [13785/19]

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Written answers (Question to Justice)

My Department is committed to delivering high quality customer service and aims to provide all customers with a complaints procedure that is accessible, efficient, effective, standardised and fair. The Customer Service Charter and Customer Service Action Plan 2016 – 2018 set out the commitments and standards of service that customers can expect in their dealing with my Department. A new Customer Service Charter and Customer Service Action Plan for 2019 – 2021 is currently being finalised.

If a customer is not happy with the standard of service received, they are advised to contact the Division of the Department that they were dealing with to have the matter resolved in the first instance. If this does not resolve the issue, customers may contact the Department’s Customer Service Officer directly who will investigate the complaint.

Complaints received by the Department's Customer Service Officer

2017

2018

2019

4

2

0

If the complaint is concerning the standard of service provided by the Irish Naturalisation and Immigration Service (INIS), customers are advised to contact the Quality Customer Service Officer for that area.

Complaints received by email to INIS Customer Service Officer

2017

2018

2019

170

298

61

In keeping with the role of the Office of the Ombudsman it is not part of my Department's complaints process to refer matters to it for consideration. However, any individual can of course contact that Office directly.