Above all else, people expect and deserve courtesy, sensitivity, a unique response to their needs and the minimum delay when contacting us.
You have the right to complain if you feel:
- You have been unfairly treated by Meath County Council
- That a service to which you are entitled is not being provided
- That a service, that is being provided, is inadequate
- That a decision made with regard to you is wrong or did not take into consideration all of the facts
- That a request for service / information has been ignored.
This Complaints Handling Procedure aims to ensure that any and all complaints are deal with in a consistent, equitable and transparent manner.
Customer Complaints Procedure
A customer who is dissatisfied with a service from Meath County Council should make contact with the relevant department. As far as possible, we will try to resolve any issues at this stage.
If issues are not resolved at Stage 1, a customer may lodge a formal complaint. Complaints should be submitted in writing or by email to the Complaints Officer, Corporate Affairs and Governance, Meath County Council, Buvinda House, Dublin Road, Navan, Co. Meath C15 Y291 or by email to firstname.lastname@example.org
Complaints will be acknowledged within one week of receipt.
Customer complaints will be investigated by the Complaints Officer.
- A response will issue within four weeks of receipt of a complaint. Where this is not possible, an interim reply will issue setting out the reasons for the delay.
- Where a complaint relates to a specific staff member, that staff member will be consulted in relation to the complaint.
- Where a mistake has been made, an apology and explanation will be offered and every effort made to rectify the matter.
- Where a complaint highlights deficiencies in our processes or procedures, every effort will be made to remedy the situation as quickly as possible.
Stage 5 - Appeal to Ombudsman
We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
- Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or
- Calling the Ombudsman on 01 639 5600 if you have any queries or if you need help making your complaint.