KILKENNY COUNTY COUNCIL

COMPLAINTS & APPEALS PROCEDURE

If you feel that you have been treated unfairly and not in accordance with the Customer Charter, you may wish to make a complaint. You can do so by asking for a Supervisor or Office Manager. Our staff will make every effort to resolve your complaint at this stage. If you are not satisfied you may make a formal complaint.

HOW DO I MAKE A FORMAL COMPLAINT?
You should address your complaint to the Complaints Officer, Corporate Services, Kilkenny County Council, County Hall, John Street, Kilkenny. Complaints should be made in writing using the complaints forms and guidelines available at all our public offices and on our website. A complaint can also be made by fax or by e-mail. If a complaint is deemed valid it will be forwarded to the responsible person in the area to which the complaint refers.

WHEN CAN I EXPECT A RESPONSE?
All complaints will receive a reply. We will issue an acknowledgement within five working days and a full response no later than 28 days of receipt of complaint. You will be advised if there will be any deviation from this timescale and kept informed of progress.

WHAT CAN I DO IF I AM NOT SATISFIED WITH THE RESPONSE?

If you remain unhappy with our response to your complaint then you can refer it 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 your complaint.

The best way to contact the Ombudsman is by:

 Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie 

 You can also:

• Write to the Ombudsman at: 6 Earlsfort Terrace, Dublin 2, D02 W773
• Call the Ombudsman on 01 639 5600 if you have any queries.

NOTE:

The complaints and appeal procedure does not apply to decisions of Kilkenny County Council where there is a statutory appeal process nor does it interfere with your rights under the Freedom of Information Act, 1997.

COMPLAINTS -INTERNAL PROCEDURE

COMPLAINTS OFFICER: ANNE MARIA WALSH, CORPORATE SERVICES

All formal complaints must be made on the appropriate Complaints Form and forwarded to Complaints Officer, Corporate Affairs, Kilkenny County Council, County Hall, John Street, Kilkenny, who will be responsible for co-ordinating replies.

Where customers are unhappy with the decision an appeal can be made in writing to Director of Services, Corporate Services, Kilkenny County Council, County Hall, John Street, Kilkenny. An internal review will then be carried out and a final decision made.

It is intended to work within the following time limits:

• Acknowledgement within 5 working days
• Response within 28 Days of receipt of complaint
• Appeal within 4 working weeks

The above appeal procedure does not apply to decisions of Kilkenny County Council where there is a statutory appeal process nor does it interfere with your rights under the Freedom of Information Act, 2014.