Friday, 6 September 2019

Questions (607)

Catherine Murphy

Question:

607. Deputy Catherine Murphy asked the Minister for Justice and Equality 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. [35648/19]

View answer

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 being finalised.

If a customer is not happy with the standard of service received, they are advised to contact the relevant business area 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 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 in respect of immigration service delivery, customers are advised to contact the Quality Customer Service Officer for that area.

Complaints received by email to Immigration Service Customer Service Officer

2017 

2018

2019

 

170

298

190*

 *up to 29th August 2019