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All queries/complaints should be made in the first instance at departmental level. Staff are trained to answer your queries/complaints and every effort is made to resolve them promptly and efficiently. However, if you are not satisfied with the outcome of your complaint you may use the Council's Official Complaints Procedure outlined below.

In this procedure, the term "Official Complaint" is used to include a customer's dissatisfaction with the quality of service received, or with a decision made by the Council concerning the customer.

There is a Complaints Officer in each department. This Officer is at senior level. They have responsibility for handling and resolving Official Complaints, which relate to their department and have the authority to alter/nullify the original decision made in the case.

Complaints procedure: 

All Official Complaints received (hereinafter called 'complaints') must be in writing/email and sent to: 

Complaints Officer, 
Dún Laoghaire-Rathdown County Coucil,
Communications Office,
County Hall,
Marine Road,
Dún Laoghaire,
Co. Dublin

or email complaints@dlrcoco.ie.

You can also complete the Complaints Form and post or email it to the above address/email.

 file type icon Complaints Form

When you make a complaint, you will receive an acknowledgement letter within 7 working days.

Staff will provide assistance to the person making the complaint, with the assurance that the complaint will be treated sensitively and confidentially as far as possible.

The Complaints Officer will review all files on the matter and issue his/her decision where possible within 28 days of receipt of the complaint. Where we are unable to process a decision within this time you will be promptly informed of the expected date of the final decision.

 

If you are not satisfied with the way your complaint was handled you can appeal the decision of the Complaints Officer to the Senior Executive Officer of the department handling your complaint who will have full responsibility for reviewing all appeals.

The appeal process will be completed within 21 days of receipt of the appeal.

Please note that the Council's Official Complaints and appeal procedure does not affect your right to have your complaint reviewed by the Office of the Ombudsman at any stage, who is contactable at:

Emily O'Reilly,
Office of the Ombusdman,
18 Lower Leeson Street,
Dublin 2.

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