Paul Kehoe (Wexford, Fine Gael)
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Question 61: To ask the Minister for Finance the options available to a person who wishes to seek redress for poor delivery of services; and if he will make a statement on the matter. [8531/10]

Brian Lenihan Jnr (Dublin West, Fianna Fail)
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My Department maintains a well-publicised, accessible, transparent and simple-to-use system of dealing with complaints about the quality of service provided. Similarly, a simple-to-use system of appeal/review for customers who are dissatisfied with decisions in relation to services is maintained.

Complaints about our standards of service delivery addressed to our Quality Customer Service Officer, (via standard mail or e-mailed to the customer feedback area of our website) are examined in conjunction with the relevant QCS liaison officer. If the customer is unhappy with the outcome, he or she can have the case reviewed by a more senior officer or an officer from a different division of the Department. Complaints are dealt with promptly, confidentially and sympathetically, with due regard to the sensitivities of the complainant and the rights of the person against whom the complaint has been made.

It should be noted that recourse to this complaint procedure by a member of the public will not infringe upon his/her right to approach the Office of the Ombudsman.