Dáil Éireann Debate, Tuesday - 15 January 2019
392. Deputy Thomas P. Broughan asked the Minister for Education and Skills the customer complaints received by his Department in each of the years since 2016; if the complaints are grouped into categories; the nature of the complaints; the resolution of same; and the number progressed to the relevant Ombudsman in each of the years since 2016. [1870/19]
Amharc ar fhreagraMy Department aims to consistently provide high quality services to customers, as outlined in our Customer Charter. The complaints procedure in place in my Department is designed to address instances when our customers are dissatisfied with the service they have received. It guides staff in investigating and responding to all complaints and, where possible, advises on resolution of complaints.
My Department published its complaints procedure on the Department’s website. This procedure informs customers how to make a complaint and the steps involved once the complaint has been made. Complaints can be made to any member of staff in relation to the service received. If a customer is not satisfied that a complaint has been dealt with at the point of service, he/she can make a formal complaint to my Department's Customer Services Unit. https://www.education.ie/en/The-Department/Customer-Service/Customer-Complaints-Procedures.pdf.
The number of formal complaints received by my Department in 2016, 2017, 2018 and to date in 2019 are as follows:
2016 - 5 formal complaints received, none progressed to the Ombudsman
2017 - 4 formal complaints received, none progressed to the Ombudsman
2018 - 3 formal complaints received, none progressed to the Ombudsman
to-date 2019 - 2 formal complaints received and ongoing
Complaints received in years 2016 - 2018 did not progress to the Ombudsman as they were resolved locally within the Department. Further details are contained in the following table.
|
Year |
Nature of complaint |
Date resolved |
Progressed to Ombudsman y/n |
|
2016 |
Insufficient response to a query. |
04/04/2016 |
N |
|
2016 |
Alleged insufficient certification |
08/06/2016 |
N |
|
2016 |
Incremental credit issue |
12/10/2018 |
N |
|
2016 |
Complaint regarding service received |
03/05/2016 |
N |
|
2016 |
Payment issue |
13/10/2016 |
N |
|
2017 |
Enrolment issue |
05/07/2017 |
N |
|
2017 |
Board of Management issue |
15/03/2017 |
N |
|
2017 |
Assessment issue |
02/06/2017 |
N |
|
2017 |
Assessment issue |
02/06/2017 |
N |
|
2018 |
Payment complaint |
04/07/2018 |
N |
|
2018 |
Assessment issue |
21/12/2018 |
N |
|
2018 |
Complaint regarding customer service received |
12/11/2018 |
N |
|
2019 |
Grant decision complaint |
Ongoing |
Ongoing |
|
2019 |
Inspection issue |
Ongoing |
Ongoing |
