Tommy Broughan (Dublin Bay North, Independent)
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528. To ask the Minister for Jobs, Enterprise and Innovation the customer complaints received by her Department in each of the years since 2016; if the complaints are grouped into categories; the nature of the complaints; the resolution of same; and the number progressed to the relevant Ombudsman in each of the years since 2016. [1865/19]

Heather Humphreys (Cavan-Monaghan, Fine Gael)
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Customers who wish to complain about the quality of customer service provided by my Department can submit a complaint under the Department’s complaint procedures. These procedures, along with the Department’s customer charter and customer action plan, were updated recently in accordance with the customer service actions outlined for implementation in “Our Public Service 2020”. In keeping with best practice, the Department’s complaint procedures provide an accessible, transparent and user - friendly system of dealing with complaints about the quality of service received which are available on the Department's website. These complaint procedures do not, however, provide for complaints relating to business decisions taken by the Department e.g. the non granting of an employment permit. Appropriate appeal mechanisms are available for these situations.

Complaints made about the quality of customer service provided by the Offices of my Department fall to be dealt with under the complaint procedures developed by each Office having regard to their business needs and appropriate appeal mechanisms are available for business decisions taken by the Offices of the Department.

Over the period 2016 to date, I can confirm that there were no complaints received by my Department or its Offices under the complaint procedures relating to the quality of customer service provided.