Mattie McGrath (Tipperary, Independent)
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345. To ask the Minister for Children, Equality, Disability, Integration and Youth where a family is extremely dissatisfied with the manner in which they have been dealt with by Tusla, the avenue available to them to have a full review of their case, have a new social worker assigned to their case and raise concerns about the level of undue intrusion and requirements placed on the family; and if he will make a statement on the matter. [20404/23]

Roderic O'Gorman (Dublin West, Green Party)
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Tusla, the Child and Family Agency, operates the TellUs portal, where any individual can make a complaint. Details of how to make a complaint and how complaints are managed can be found on Tusla's website: www.tusla.ie/about/feedback-and-complaints/

Tusla’s complaint process has four stages.

Stage 1: Tusla aims for local resolution, where at all possible. Key Performance Indicator targets in its current corporate plan aim to improve the complaints resolved in this way by 15%. Tusla has met and exceeded these targets for 2021 and 2022 and is on target to exceed the 2023 target. In 2021, 49% of complaints were resolved at stage 1 and 62% were during 2022.

Stage 2: Unresolved complaints are referred to a complaints officer who informally investigates. The complainant is given a report with a decision and recommendations.

Stage 3: The complainant can seek a review by a complaint review officer if unsatisfied who will review and can provide any amendments or additions to the recommendations, if indicated by the review findings.

Stage 4: If an individual remains dissatisfied with the outcome of their complaint to Tusla, the option is open to refer the complaint to the Office of the Ombudsman who provides a fair, independent, and free to use service. The Ombudsman will ask for details and a copy of Tusla’s final response to the complaint or issue. You can contact the Ombudsman by clicking on the ‘Make A Complaint’ link at www.ombudsman.ie or write to the Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773.