Complaints and Appeals Procedure
The Complaints and Appeals procedure assists customers who feel that they have not been treated in accordance with the standards of Customer Care outlined in our Customer Charter.
Cork City Council Customer Charter
Every effort should be made to resolve complaints at local departmental level first.
Please see Cork City Council's Feedback, Complaints and Appeals procedure below
Cork City Council Feedback , Complaints And Appeals Procedure
Who can make a complaint?
If you feel that you have not been treated in accordance with the standards of Customer Care set out in our Customer Charter, and are not satisfied 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 not satisfied?
If you are still not satisfied with the quality of service you received, you can make a formal complaint.
You can make your complaint online by clicking on the button below
Or by downloading the form here and emailing it to customercare@corkcity.ie
Or by posting it to
Customer Care team
Cork City Council
City Hall
Anglesea Street
Cork
Ireland
T12 T997
How do I know my complaint is being dealt with?
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?
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, Community & Cultural Affairs
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:
- Filling out a complaint form on their website
- 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
The Customer Care Team are the liaison between the Office of the Ombudsman and Cork City Council Directorates regarding the provision of responses to queries received from the Office of the Ombudsman.
All formal Feedback/Complaints and Appeals are received by the Customer Care Team and then are forwarded to the relevant Directorates for them to respond accordingly.
Anonymous complaints
Such complaints will be forwarded to the relevant directorate and the decision for any future action is at their discretion.
Code of conduct
The Complaints and Appeals Procedure informs you of the standards of Customer Care to expect in your dealings with us. It outlines what you should do if you are not satisfied 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.
Cork City Council Code Of Conduct
Any queries or comments contact us at:
Customer Care Section,
Corporate, Community & Cultural Affairs
Cork City Council,
City Hall, Anglesea St. Cork
T12 T997
Tel: 021-4924000
Email: customercare@corkcity.ie
Telephone number: 021 4924000
Our phone lines are open: Monday to Friday 9am - 5pm
Our Public Counters at our Civic Offices are open
Monday - Friday 10am - 4pm
Please note we are closed during Bank Holidays & Public Holidays.