Written answers

Tuesday, 15 January 2019

Department of Education and Skills

Departmental Correspondence

Photo of Tommy BroughanTommy Broughan (Dublin Bay North, Independent)
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392. To ask the Minister for Education and Skills 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. [1870/19]

Photo of Joe McHughJoe McHugh (Donegal, Fine Gael)
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My Department aims to consistently provide high quality services to customers, as outlined in our Customer Charter. The complaints procedure in place in my Department is designed to address instances when our customers are dissatisfied with the service they have received. It guides staff in investigating and responding to all complaints and, where possible, advises on resolution of complaints.

My Department published its complaints procedure on the Department’s website. This procedure informs customers how to make a complaint and the steps involved once the complaint has been made. Complaints can be made to any member of staff in relation to the service received. If a customer is not satisfied that a complaint has been dealt with at the point of service, he/she can make a formal complaint to my Department's Customer Services Unit. .

The number of formal complaints received by my Department in 2016, 2017, 2018 and to date in 2019 are as follows:

2016 - 5 formal complaints received, none progressed to the Ombudsman

2017 - 4 formal complaints received, none progressed to the Ombudsman

2018 - 3 formal complaints received, none progressed to the Ombudsman

to-date 2019 - 2 formal complaints received and ongoing

Complaints received in years 2016 - 2018 did not progress to the Ombudsman as they were resolved locally within the Department. Further details are contained in the following table.

YearNature of complaintDate resolvedProgressed to Ombudsman

y/n
2016Insufficient response to a query. 04/04/2016N
2016Alleged insufficient certification 08/06/2016N
2016Incremental credit issue12/10/2018N
2016Complaint regarding service received03/05/2016N
2016Payment issue13/10/2016N
2017Enrolment issue05/07/2017N
2017Board of Management issue15/03/2017N
2017Assessment issue02/06/2017N
2017Assessment issue02/06/2017N
2018Payment complaint04/07/2018N
2018Assessment issue21/12/2018N
2018Complaint regarding customer service received12/11/2018N
2019Grant decision complaintOngoingOngoing
2019Inspection issueOngoingOngoing

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