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.

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
That a service to which you are entitled is not being provided (including complaints in relation to Section 25 to 29 Disability Act, 2005)

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

Stage 1

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.

Stage 2

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 customerservice@meathcoco.ie

Stage 3

Complaints will be acknowledged within one week of receipt.

Stage 4

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.

The Council is required, under the Disability Act, 2005 to appoint an Inquiry Officer with responsibility to deal with complaints received in relation to Sections 25 to 29 of the Act.

Section 25 Access to Public Buildings

Section 26 Access to Services

Section 27 Accessibility of Services supplied to a public body

Section 28 Access to Information

Section 29 Access to Heritage Sites

The Inquiry Officer for complaints under the Disability Act is the Customer Complaints Officer who can be contacted at customerservice@meathcoco.ie or 046-9097000. The Inquiry Officer investigates such complaints and provides a written report to both the Council and the person making the complaint. Complaints under the Disability Act may be made using the Customer Complaints Procedure. Complaints may be made by the person themselves or, where applicable by a spouse, a parent or a relative of a person, a guardian of that person or a person acting in loco parentis to that person, a legal representative of that person.