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Complaints Handling Procedure

Kildare County Council intends to maintain the highest standard of customer service.  However, it is recognised that there may be, from time to time, cause for complaint.  This Complaints Handling Procedure aims to ensure that any and all complaints are dealt with in a consistent, equitable and transparent manner.

Kildare County Council’s Commitment

Kildare County Council has a positive attitude to complaints.  We understand that complaints can generate discussion about our services and can, ultimately, help us to improve our services.  In this regard, we are committed to investigating all complaints in a fair and impartial way.  We will treat all complaints, received by Kildare County Council, in confidence and only discuss the complaint with the relevant staff on a “need to know” basis.  We also wish to reassure prospective complainants that the making of a complaint will not, in any way, affect the complainants’ future dealings with Kildare County Council.

What is a complaint?

A complaint exists where:- a decision or action is taken which relates to the provision of a service or the performance of a function which, it is claimed, is not in accordance with the rules, practice or policy of the organisation or the generally accepted principles of equity and good administrative practice and which adversely affects the person concerned'  …..Office of the Ombudsman, Ireland.

Requests for information or matters for which there is a statutory right of appeal, e.g. a planning appeal, are not dealt with through the Complaints Handling System as there are separate processes and procedures for handling such matters.

You have the right to complain if you feel:

  • You have been unfairly treated by Kildare 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.

How to Make a Complaint

Kildare County Council wants to know if you are unhappy with our services.  If you have a complaint then you can follow these simple steps:

Step One

You can use our online comment form (online form) or your can send us a letter, visit our offices, telephone us or send an email or fax.  If you have difficulty in doing any of the above then please contact us and we will try to assist you.  Step One is the step before a formal complaint is made and seeks to resolve the matter for you so that you do not have to make a formal complaint.  However, if you are not happy with the Council’s reply then you can proceed to Step Two.

Step Two

The next step is to make a formal complaint in writing using either our online Customer Complaint Form (online form) or by filling in a Customer Complaint Form and submitting it (by post, fax or email) to Kildare County Council’s Customer Service Team, Aras Chill Dara, Devoy Park.  The Customer Complaint Form details the level of information required in order for the Council to deal with your complaint.  All formal complaints must be in writing.  In the case of customers with a vision impairment a member of the Council’s Customer Care Team is available to assist the complainant to complete a Customer Complaint Form based on details given over the phone, in person or by email.

Kildare County Council will confirm that we have received your complaint within three working days.  Your complaint will then be forwarded to the department concerned and you will normally be sent a full written reply within four weeks.

If for any reason a longer period is required to investigate your complaint, you will be informed of the reason and the extended deadline for reply.

Step Three

If you are not happy with the reply then you can appeal in writing to the Council’s Customer Care Officer.  Your appeal will be acknowledged within three working days and you will normally receive a full written reply within four weeks.  Your appeal will be considered by senior staff from outside of the department originally involved in the complaint.

If, for any reason, a longer investigation period is required, you will be informed of the reason and the extended deadline for reply.

Office of the Ombudsman

If you are still not satisfied with the Council’s reply then you can contact the Office of the Ombudsman (contact information listed below).  The Office of the Ombudsman investigates complaints about the administrative actions of Government Departments, the Health Service Executive, local authorities and An Post.

The Office of the Ombudsman is open between 09.15 and 17.00 Monday to Friday.

Address:       18 Lower Leeson Street, Dublin 2 (D02 HE97)
Phone:          353-1-639 5600
Lo-call:          1890 223030
Fax:                353-1-6395674
Email:             ombudsman@ombudsman.ie
Website:        www.ombudsman.gov.ie   

Freedom of Information

Freedom of Information legislation enables members of the public to obtain access, to the greatest extent possible consistent with the public interest and the right to privacy, to information in the possession of Kildare Local Authorities and to enable persons to have personal information relating to them in the possession of Kildare Local Authorities corrected.  It provides for right of access to records held by Kildare Local Authorities and for necessary exceptions to that right and for assistance to persons to enable them to exercise it.  There are provisions for the independent review both of decisions of the body relating to that right and of the operation of the act generally.

For more information regarding Freedom of Information you can visit the Council’s website  Freedom of Information