Complaints Procedure

We are committed to delivering the best possible care to our customers. However, we recognise that there may be, from time to time, cause for complaint.

1.     Introduction 

1.1        This document sets out Meath County Council’s policy on complaint handling and sets out the complaints procedure of Meath County Council including the complaints recording system. 

1.2        An effective complaint handling system provides significant benefits to any organisation. It resolves issues in a timely and cost-effective way. 

1.3        It provides safeguards for employees operating in public settings where incidents may occur. 

1.4        It provides valuable information that can lead to service improvement, and it can improve the reputation of, and strengthen confidence in, an organisation. 

1.5        Staff at every level in Meath County Council are equipped with the appropriate skills and resources to deal with a complaint and have a full understanding of the Meath County Council’s complaints procedure including the complaints recording system. All staff should direct persons who wish to make a complaint to the Complaints Officer when appropriate. The complaint handling procedure forms part of the induction programme for staff joining Meath County Council

1.6        Appropriate training is provided for staff who may have to deal with persons who are vulnerable or who have particular needs.

 

2.     Complaint Definition and Duty of the LA to Give Reasonable Assistance

2.1        A complaint is defined as “An expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service or communication provided by or on behalf of the organisation”. 

2.2        What is not a complaint

  • An initial service request is not a complaint – this can transition into a complaint if, for example, there is an undue delay in dealing with the matter.

  • Complaints about matters that are outside of the Council’s remit to examine/ deal with – you should assist the person by directing them to the relevant organisation if you can do so. 

  • Complaints about reserved functions of the elected members of Council – the executive of the Council cannot examine such decisions from members of the public.

  • Complaints about planning decisions as there is a right of appeal to An Coimisiún Pleanála (formally An Bord Pleanála) – Councils can examine complaints about the administration of the planning process and those relating to planning enforcement.

  • Complaints about alleged data protection breaches should be directed to your Data Protection Officer to deal with. 

  • Complaints about breaches of Ethics legislation should be referred to your Ethics Registrar in the first instance (and then signposted to the Standards in Public Office Commission).

  • Complaint made under the Disability Act must be investigated by your appointed Inquiry Officer in accordance with Section 39 of the Disability Act (and then signpost the Ombudsman).

For more see our on our Complaint Handling Policy and Procedure document below.