Denis Naughten (Longford-Roscommon, Fine Gael)
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Question 166: To ask the Minister for Agriculture and Food the number of customer complaints received by her Department in each of the past three years; the breakdown of the main categories from which these complaints were derived; the response made to such complaints; and if she will make a statement on the matter. [16701/06]

Mary Coughlan (Donegal South West, Fianna Fail)
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The table shows a breakdown by category of the formal complaints made to my Department in the years 2003, 2004, and 2005. In accordance with the Department's Customer Complaints Procedure, complaints are acknowledged within five days of receipt. Each complaint is then fully and impartially investigated by an officer of my Department not involved in the matter under complaint and a substantive response issues within twenty working days. Details of the Customer Complaint Procedure are available on the Department Website and by leaflet at Department offices.

Denis Naughten (Longford-Roscommon, Fine Gael)
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Question 167: To ask the Minister for Agriculture and Food if she will outline the formal complaints procedure which is available to the public in relation to her Department; and if she will make a statement on the matter. [16702/06]

Mary Coughlan (Donegal South West, Fianna Fail)
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Formal complaints to my Department are logged on receipt and acknowledged within five working days. The complaint is then fully and impartially investigated by an officer who was not involved in the matter giving rise to the complaint and a substantive response is issued within twenty working days. The standard of service provided by my Department is outlined in the Departments Customer Charter 2005-2007 and Charter of Rights for Farmers 2005-2007. Details of the Customer Complaints Procedure are available on my Departments Website and by leaflet at Department offices. It should be noted that this Complaints Procedure does not cover appeals concerning entitlement to any of the payments related to the schemes listed in the schedule to the Agriculture Appeals Act 2001 as amended — these are dealt with by the Agriculture Appeals Office. Further, it does not affect a customers right to make a complaint to the Office of the Ombudsman.