Friday, 6 September 2019

Questions (195)

Catherine Murphy


195. Deputy Catherine Murphy asked the Minister for Public Expenditure and Reform the number of complaints his Department received under the customer service charter in 2017, 2018 and to date in 2019; if his attention has been drawn to issues and-or problems in having complaints registered; and if he will make a statement on the matter. [35649/19]

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Written answers (Question to Public)

My Department is very conscious of the need to provide the highest level of service to our customers.  All staff in my Department are committed to ensuring that the twelve principles of Quality Customer Service are embedded in everything we do.   

The number of complaints received in the years in question is shown in the following table. 


Number of Complaints Received







My Department is unaware of any issues with complaints being registered.

My Department has published our new Customer Service Charter for 2019-2022 which includes clear procedures for any individual who may wish to raise a complaint. Complaints against my Department are treated very seriously and if an individual is not satisfied with the outcome of the investigation by the Quality Customer Service Officer, details of appeal mechanisms are also available.

The Department's Customer Service Charter, Customer Service Action Plan and Customer Complaints Procedures are available on the my Department's website on