Friday, 6 September 2019

Ceisteanna (1587)

Catherine Murphy

Ceist:

1587. Deputy Catherine Murphy asked the Minister for Transport, Tourism and Sport 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. [35651/19]

Amharc ar fhreagra

Freagraí scríofa (Ceist ar Transport)

Please see table below in this regard:

Year

Number of complaints

2017

33

2018

32

2019

9

Total

74

My Department aims to deliver the best possible service to all customers. Complaints, which are defined as dissatisfaction concerning the provision of a service or services by the Department, can be made in person, by telephone, in writing or by email. There is a Code for Dealing with Complaints in our Customer Service Action Plan, which is available at the following address: https://assets.gov.ie/12183/7e7932a0bed74887a945398e05404967.pdf

Areas that are excluded from the complaints procedure are:

- Complaints related to agencies under the remit of the Department;

- Complaints relating to another Department, Minister or agency under the remit of another Department;

- Appeals against decisions taken in the operation of the Sports Capital Programme or Local Authority Swimming Pool Programme;

- Complaints referring to Section 38 of the Disability Act. ;

- Matters which are the subject of litigation;

- Matters referred to the Ombudsman; and

- Freedom of Information (FOI) or Access to Information on the Environment (AIE) requests or appeals which have separate processes.

My Department is fully committed to delivering the highest quality of service and equality of treatment to all it's customers and it's Customer Service Charter 2017-2019 is informed by the 12 Guiding Principles of Quality Customer Service (QCS) which can be found at: https://www.gov.ie/en/policy-information/89dbad-guiding-principles-of-quality-customer-service/