Jonathan O'Brien (Cork North Central, Sinn Fein)
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Question 127: To ask the Minister for Social Protection the complaints procedure that governs interactions between claimants of social welfare and her staff. [9063/12]

Joan Burton (Dublin West, Labour)
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A formal comments and complaints procedure has been in operation in my Department since 2002, details of which are available at www.welfare.ie.

Customers can make formal complaints to my Department in person, by telephone, on line, by e-mail or in writing. Upon receipt, a complaint is immediately acknowledged in writing. It is sent to the relevant complaints officer and dealt with within 15 working days.

If a customer is not satisfied with the response they receive, the complaint is reviewed by a more senior manager. Should the customer still not be satisfied with the outcome of his complaint, he is advised of his right to contact the Ombudsman.

My Department monitors all such complaints received from members of the public and reports are issued to relevant management on a monthly basis.