Friday, 6 September 2019

Questions (730)

Catherine Murphy


730. Deputy Catherine Murphy asked the Minister for Business, Enterprise and Innovation the number of complaints her Department received under the customer service charter in 2017, 2018 and to date in 2019; if her attention has been drawn to issues and-or problems in having complaints registered; and if she will make a statement on the matter. [35637/19]

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Written answers (Question to Business)

Customers who wish to complain about the quality of customer service provided by my Department can submit a complaint under the Department’s complaint procedures. These procedures, along with the Department’s Customer Charter and Customer Action Plan, were updated recently in accordance with the customer service actions outlined for implementation in “Our Public Service 2020”.  In keeping with best practice, the Department’s complaint procedures provide an accessible, transparent and user - friendly system of dealing with complaints about the quality of service received which are available on the Department's website. These complaint procedures do not, however, provide for complaints relating to business decisions taken by the Department e.g. the non granting of an employment permit. Appropriate appeal mechanisms are available for these situations.

Complaints made about the quality of customer service provided by the Offices of my Department fall to be dealt with under the complaint procedures developed by each Office having regard to their business needs.  These offices also have appropriate appeal mechanisms to deal with business decisions taken in relation to their activities.

Over the period 2017, 2018 and to date in 2019, there were 9 complaints received by my Department and its Offices under the complaint procedures relating to the quality of customer service provided. No issues or problems were raised in relation to having those complaints registered.