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Complaints and Appeals Procedure
Quality of our Service Delivery:
We endeavour to deliver our services in an efficient, effective, accessible, prompt and courteous manner. However, if there is an occasion where you are not satisfied with the ‘quality of our service delivery’you can use our Complaints and Appeals Procedure as shown in Table 1, below. A complaint against us indicates your dissatisfaction with the manner in which we have dealt with you. This includes such issues as delays, mistakes, or instances where you did not receive the quality of service you feel you are entitled to. Any individual, company, association or organisation may make a complaint.
Decisions regarding the Provision of a Service:
In providing our services we endeavour to make the right decisions. However if you are not satisfied with a decision we may make in relation to the ‘provision of a service’ over which we have regulation you can appeal that decision through our Appeal Against a Decision Procedure as shown in Table 2, below.
NOTE: The Complaints and Appeals procedures do not apply to decisions of Galway County Council where there is a statutory appeals process nor does it interfere with your rights under the Freedom of Information Acts.
If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inactions in your dealings with us. The Ombudsman provides an impartial, independent and free resolution service.
Contact details are as follows:
Office of the Ombudsman:
Make a complaint regarding the Quality of our Service Delivery:
To make a complaint regarding the Quality of our Service Delivery please use our Online complaints form
Make an appeal regarding a decision:
Please write to the relevant service delivery Unit as described in Table 2, above.
We also have an Online Customer Comment facility for customer service feedback.
Freedom of Information - Your Statutory Right:
Galway County Council continues to meet its obligations under the Freedom of Information Acts 1997 & 2003
Requests under the Freedom of Information Acts should be addressed in writing to:
Freedom of Information Officer,
Corporate & Cultural Affairs Unit,
Galway County Council,
Áras an Chontae Prospect Hill,
e-mail email@example.com or Tel: 091-509319
Can I use the complaints procedure to make a complaint under the Disability Act 2005?
You can use our Customer Services Complaints Form to make a complaint under the Disability Act 2005. Complaint forms in relation to the Disability Act 2005 must be submitted directly to:
The Access Officer
Corporate and Cultural Affairs Unit
Galway County Council
Áras an Chontae