Written answers
Tuesday, 15 January 2019
Department of Finance
Departmental Correspondence
Tommy Broughan (Dublin Bay North, Independent)
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255. To ask the Minister for Finance the customer complaints received by his 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. [1872/19]
Paschal Donohoe (Dublin Central, Fine Gael)
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In line with the Department's Customer Charter, available on the Department's website, a complaint is defined as "an expression of dissatisfaction concerning the provision of a service or services by the Department”. The Department received two complaints for the period 2016 - 2018 outlined in the following table:
| Division | Year of Complaint (2016/2017/2018) | Nature of Complaint (e.g. timelines for response, manner by which customer was dealt with etc) | Resolution | Was Complaint referred to Ombudsman |
|---|---|---|---|---|
| Corporate – Customer Service Manager | 2016 | Timeline of response | Written responses to requestor; engagement by Customer Service Manager and other relevant officials | No |
| Corporate – Customer Service Manager | 2018 | Timeline for response to Written Representation | Written responses to requestor; engagement by Customer Service Manager and other relevant officials | No |
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