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Complaints and Appeals Procedure

Complaints and Appeals Procedure

The Complaints and Appeal System has been introduced to assist customers who feel that they have been treated unfairly and not in accordance with the standards of Customer Care outlined in our Customer Charter. Every effort should be made to resolve complaints at local departmental level first.

Who can make a complaint?

If you feel that you have been treated unfairly and not in accordance with the standards of Customer Care set out in our Customer Charter, and are dissatisfied with the standard of Customer Care you received, you may wish to make a complaint. 

How do I make a complaint?

You can do so by asking for the supervisor or office manager. Every effort will be made to resolve the complaint at local departmental level.

What if I am still dissatisfied?

If you are still not satisfied with the quality of service you received, you can make a formal complaint in writing.  

Complaint forms are available at all public offices  - please see Related Files below to download.

The complaint form should be sent to:-

Customer Care Section
Corporate Affairs & International Relations
Cork City Council
City Hall
Anglesea St
Cork.

A formal complaint may also be made via E-mail and e-mailed to corporateaffairs@corkcity.ie

How do I know my complaint is being dealt with?

All complaints received by the Customer Care section will receive a reply. An acknowledgement letter will issue from the Customer Care section within 5 working days. The relevant directorate will issue a full response no later than 28 days of receipt of complaint. If it is not possible to respond fully within 28 days, you will be advised and updated on the progress of our investigation.

What can I do if I am not satisfied with the response?

You may appeal the decision to the Director of Services, Corporate Affairs & International  Relations.
Every attempt will be made by us to resolve matters first time. However if you are not satisfied with the way in which your complaint was handled, you can appeal the decision to the:-

Director of Services 
Corporate Affairs & International Relations
Cork City Council
City Hall
Anglesea St
Cork.

What happens if I am still not happy with the outcome?

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 our final response to You.

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.

Email: info@ombudsman.ie

Twitter: @OfficeOmbudsman

Website: www.ombudsman.ie

Anonymous Complaints

Such complaints will be forwarded to the relevant directorate and the decision for any future action is at their discretion.

The Customer Service Complaints and Appeals Procedures intended to inform you of the standards of Customer Care to expect in your dealings with us. It outlines what you should do if you are dissatisfied with the standard of customer care you received. It also informs you of the Code of Conduct that staff expect in their dealings with you. You are requested to observe this Code of Conduct.

Any queries or comments contact us at:

Customer Care Section,
Corporate Affairs & International Relations
Cork City Council,
City Hall, Anglesea St. Cork
Tel: 021-4924000
Email: corporateaffairs@corkcity.ie

 

Related Files
Complaint Logging Form front page preview
Complaint Logging Form
PDF197KB 19 Oct 18