The introduction of a Single Workplace Relations Complaint Form was one of a number of initiatives announced by me in July last year as part of a programme to reform the delivery of the State's workplace relations services. The Form is available both online for completion on PCs and as a manual version.
The first release of the Single Complaint Form, which deals with over 100 first instance complaints and replaces some 30 forms previously in use, was launched on the 4th of January this year. The Form is available online and allows users to download the form to their own computer and input complaint details and other information. The user then prints down the form and posts the signed form to my Department's Workplace Relations Customer Services. The introduction of the Single Form and the establishment of a single portal for the purposes of receiving and registering complaints has already led to savings, efficiencies and enhanced customer service with complainants now receiving acknowledgements of their complaints and respondents receiving notification that a complaint has been made against them within, on average, 5 working days following receipt of the complaint.
I am conscious that while e-government initiatives such as the Single Complaint Form provide significant opportunities to streamline processes and improve customer service, there are those who may have difficulty in accessing or availing of these new services. In this regard my Department's Workplace Relations Project Office worked closely with the Citizen Information Board during rollout of the Complaint Form. Any individual can now access the form online at the 260 Citizen Information Centres around the country. Staff at those centres are available to provide any assistance in filling out the form and can print down completed forms. Workplace Relations Customer Services are also available on 1890 80 80 90 to provide information on any aspect of the use or completion of the Form and to make available a manual version of the form which can be completed in manuscript.
Feedback from users and stakeholders alike on the Form has in general been positive and use to date of the Form has exceeded expectations. 73% of the 5,000 complaints made to 8th May this year were submitted on the Single Complaint Form. We would expect the take-up to further increase in line with the continued decrease in the availability and use of legacy complaint forms. An enhanced and improved version of the form was released at the end of March. This incorporates feedback received from users and stakeholders. Work has also commenced on the development of a version of the Single Complaint Form which can be submitted online. This will be available later this year.
While the Single Complaint Form has had a significant impact in terms of ease of access to, and ease of use of, workplace relations services, it has also enhanced information provision and awareness of employment and equality rights and obligations. This is because the Form is highly interactive at a number of critical decision points in terms of providing information on compliance generally and on redress options.
