Complaints Procedure

Kilkenny County Council

Customer Complaints Procedure

Our Commitment to Quality Customer Services

In Kilkenny County Council, we are committed to providing you with a high quality service. The standards of service which you can expect are set out in our Customer Charter and Customer Action Plan

We work hard to maintain and improve the standard of service we provide and to keep errors to a minimum. However, we recognise that mistakes or delays will occasionally occur.

If you are not satisfied with the service we provide, you should let us know so that we can work at improving this. We welcome your feedback and will deal with your complaints in confidence. We value your suggestions on how things might be improved and compliments on a job well done as well as complaints.

Complaints

This leaflet sets out our procedures for dealing with complaints.

It tells you:

  • what issues are covered by the procedure
  • what issues are not covered
  • how to make a complaint
  • what information to provide
  • the standard we have set for dealing with complaints
  • what it will cost

- what you can do if you are not happy with our response to your complaint.

What issues are covered?

This complaints procedure concerns complaints about issues such as delays, mistakes, poor customer service - instances where you did not receive the quality of service you feel you are entitled to.

What issues are not covered?

There are separate procedures in place in respect of complaints/appeals relating to decisions on planning applications, or appeals against decisions made under freedom of information legislation.

How do I make a complaint?

Any individual, company, organisation or association may make a complaint and the steps are as follows:

  1. In the first instance, the complaint should be brought to the attention of our staff in the office concerned, either orally or in writing. The staff there will try to resolve your complaint without delay.
  2. If your complaint cannot be resolved by our staff, or if you are unhappy with the response you received, you should contact the Senior Executive Officer,

Corporate Services, who will arrange for your complaint to be investigated. Complaints may be made either orally or in writing to:

Senior Executive Officer

Corporate Services

Kilkenny County Council

Johns Street

Kilkenny

What Information should I provide?

  • Your name and address
  • Reason for your complaint and what exactly you are dissatisfied with - please give as much information as possible, including any relevant supporting documentation.
  • The name of the office, and if appropriate, the staff member(s) with whom you were dealing with.
  • What results do you wish to achieve through this complaint, or have you any suggestions as to how the matter should be remedied
  • Have you already contacted the service area concerned in order to secure redress, if yes, please provide details.
  • A day time telephone number, if you would be happy for us to contact you by phone- this may help us to resolve the matter more quickly.

If your complaint is complicated, you may find it best to put it in writing so that no details get overlooked. Remember to send us all relevant documentation or correspondence that you may have.

Our Standards for Dealing with Complaints.

  • We will treat your complaint properly, fairly and impartially.
  • We promise that making a complaint will have no implications for your dealings and contact with Kilkenny County Council.
  • A Staff member of Kilkenny County Council other than those involved in the original decision or action will carefully examine your complaint.
  • Correspondence about your complaint will be filed separately from other information held about you in the Kilkenny County Council.
  • An acknowledgement will be issued within five working days
  • In General, we will examine and review your complaint and send a reply to you within 28 days of receipt of your complaint. Where it is not possible to meet this target, we will inform you and continue to do so until the matter is resolved.
  • We will apologise for any mistake, explain what happened and put it right wherever possible.
  • We will change our procedures to ensure that we do better in the future.

What will it cost?

Nothing. There is no charge for making a complaint and we will not charge you for dealing with the complaint.

What you can do if you are not happy with our response to your complaint?

Ombudsman details

If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service.

Contact Details are as follows:

Office of the Ombudsman
18 Lower Leeson Street,

Dublin 2

Tel: +353-1-639 5600
LoCall: 1-890-223030 (from outside 01 area)
Fax: +353-1- 6395674
E-mail:ombudsman@ombudsman.gov.ie
Web:www.ombudsman.ie

 

KILKENNY LOCAL AUTHORITIES

COMHAIRLE CHONTAE CHILL CHAINNIGH

COMHAIRLE BUIRGE CHILL CHAINNIGH

 

Kilkenny Local Authorities are committed to providing an efficient and courteous service to all our customers.

If you are dissatisfied with the quality of service you received, please return this form to:

Complaints Officer, Corporate Affairs, County Hall, John Street, Kilkenny,

or

E-mail
info@kilkennycoco.ie

Your complaint will be dealt with in accordance with the complaints and appeals procedure adopted by Kilkenny Local Authorities.

 

 

[PLEASE WRITE IN BLOCK PRINT]

 

Name: _____________________________________________________

Address:_____________________________________________________

_____________________________________________________________________

Telephone Number: ______________

Email Address (optional) ________________

PLEASE GIVE DETAILS OF YOUR COMPLAINT:

Directorate:____________________Section/Division:_____________________

 

Date:____________________

 

Cause of Complaint:

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

 

SIGNED:______________________________ DATE: _______________

 

 

OFFICIAL USE ONLY

 

Date Complaint Received: __________________ Referred to/Date: __________________Reference Number: __________________ Date Acknowledged: __________________Date Decision Issued: __________________ Appeal Received: __________________Appeal Decision: __________________

 


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Kilkenny County Council, County Hall, John Street, Kilkenny R95 A39T
Tel: +353 (0) 56 7794000 | Fax: +353 (0) 56 7794004
Email:
info@kilkennycoco.ie | Emergency outside office hours: 1890 252 654
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