How to Make a Complaint
BEFORE YOU BEGIN: You can report a range of issues to a service area without using our formal complaints procedure. This is often the quickest way to get your issue resolved.
COMPLAINTS PROCEDURE
I want to make a complaint
Your complaints are important to Dublin City Council, as they help us to make improvements. If you are unhappy with any aspects of your dealings with us, we here in Customer Services would like to know. You can make a formal complaint by post, email or online through the Citizen hub at https://citizenhub.dublincity.ie
What happens next?
We will register your complaint and submit it to the relevant department. We will send you a formal acknowledgement within three working days. We would expect the relevant department to issue a response to your complaint within 21 days.
What should I do if I am not happy with the response?
If you are not satisfied with the response, you may appeal the decision to the Executive Manager of the relevant Department within 15 working days of receiving the response from the Complaints Officer. The Executive Manager will examine the complaint and the response you received and make a decision on the appeal within 15 working days.
I am still not happy with the decision, what now?
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
- Calling the Ombudsman on 01 639 5600 if you have any queries.