The customer service function in my Department manages all emails to firstname.lastname@example.org and customer service calls.
We adhere to the Principles of Quality Customer Services through our Quality Customer Action Plan and our Customer Charter. Our customer complaints procedure is published on our website.
The Complaints Procedure covers complaints about issues such as delays, mistakes and poor customer services which the Department provides. The Complaints Procedure does not cover:
Matters of policy;
Complaints relating to a hospital/the HSE or other health agencies;
Matters which are the subject of litigation; or
Matters which have been referred to the Ombudsman or Information Commissioner.
In excess of 10,000 customer service queries received annually. Since my time as Minister, no formal complaints have been made or processed through the complaints procedure.