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Aengus McMahon

Complaints and Appeals

  • How do I contact the Customer Service Department of Galway City Council?

    The provision of quality Customer Service is a priority for Galway City Council.

    If you cannot find an answer to your query on the Galway City Council website, then you can contact the Customer Service Centre who will assist with your query.

    The Customer Service Centre can be contacted by

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  • How do I provide Customer Feedback to Galway City Council?

    Galway City Council welcomes all feedback (positive or negative) from our customers.

    We encourage customers to provide this feedback to us in writing

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  • What is the difference between a Customer Complaint and an Appeal?

    If you have issue with or are unhappy with a decision or aspect of our service, we want to know about it so that we can try to resolve it.

    A complaint indicates dissatisfaction with the manner in which the Council engages with, or responds to its customers in delivering its services.

    An appeal indicates dissatisfaction with a decision of the Council regarding

    • the provision of a service
    • your entitlement to a service or a benefit relating to a service
    • activities, which are subject to regulation by the Council.

    Information on making a customer complaint

    Information on making an appeal

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  • How do I make a Customer Complaint?

    If you wish to make a complaint about the quality of service you have received then you may phone or ask to speak to the Officer in charge of the area to which the complaint refers.

    If you wish to make a formal complaint, you should complete a Customer Complaint Form.
    Download Galway City Council Customer Service Complaint Form (DOC, 24 kb)

    The complaint should be sent by post or presented in person to:
    Corporate Affairs, Galway City Council, College Road, Galway.

    You may also email your complaint to customerservice@galwaycity.ie

    When submitting a complaint by email, please state on your email that you wish to make a formal complaint.

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  • What is Galway City Council's Complaint & Appeals Procedure?

    Customer Service Complaints

    All complaints will be taken seriously and dealt with properly, fairly and impartially.

    Where a mistake has been made by Galway City Council, we will apologise, endeavour to explain what happened and rectify the issue, where possible.

    Where appropriate, we will review our procedures and make the necessary changes to avoid a reoccurrence of the issue.

    The Corporate Services Section will monitor the Complaints Procedure.


    If a customer is still unhappy with how the complaint was dealt with by the Officer in charge of the area to which the complaint refers, the decision can be appealed.

    Customer Service Appeals
    The Customer Service Appeal must be made in writing, stating the grounds for the appeal and forwarded to Corporate Services Section, Galway City Council, City Hall, College Road, Galway.

    The Director of Services for Corporate Affairs will then nominate an appropriate Officer to deal with the appeal.

    In acknowledging receipt of a Customer Service Appeal an indicative length of time will be given for dealing with the appeal.

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  • How do I appeal a decision of Galway City Council?

    Appeals should be made in writing to an officer who is more senior than the decision-maker, and the grounds for making the appeal should also be outlined.

    In acknowledging receipt of a service appeal, an indicative length of time will be given for dealing with the appeal. You will be notified of the outcome of the appeal in writing.

    Appeals should be sent in writing to Corporate Services, Galway City Council, City Hall, College Road, Galway.

    The appeal submission should state that you are submitting a formal appeal.

    Statutory Appeals:

    If you are not satisfied with our final response regarding complaints or appeals you can contact the Ombudsman. The office of the Ombudsman is an independent agency whose role is to assess whether the public body has acted properly, fairly and impartially in the particular case.

    The address and contact details for the Ombudsman's office are:

    Office of the Ombudsman
    18 Lower Leeson St
    Dublin 2

    Tel. 01 6785222 Lo-call 1890 223 030

    Email: ombudsman@ombudsman.irl.gov.ie
    Website: www.http://ombudsman.gov.ie/


    In certain instances, the decision process provides for appeals to specific external bodies e.g. an appeal against a planning decision must be made to An Bord Pleanala.

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  • Where can I access Galway City Council's Customer Charter?

    Galway City Council's Customer Charter reads as follows:

    The provision of quality Customer Service and Care is a key priority for Galway City Council.

    This customer charter sets out the standards of service that Galway City Council is committed to providing to our customers. We are committed to delivering services to the highest standard of effectiveness and integrity and to providing our customers with the best quality service possible within the financial and human resources available to us.

    Quality Service Standards
    • Ensure compliance with quality service standards
    Equality & Diversity
    • Ensure the rights to equal treatment established by equality legislation are adhered to, and accommodate diversity, so as to contribute to equality for the groups covered by the equality legislation.
    Physical Access
    • Provide clean, accessible public offices that comply with occupational and safety standards and facilitate access for people with disabilities or special needs.
    Information
    • Provide clear, timely and accurate information at all points of contacts and on our communications.
    • Give you the necessary information to enable you to clearly understand how decisions are reached.
    Timeliness and Courtesy
    • To be treated promptly and courteously by professional and helpful staff
    • Staff to have appropriate regard for your privacy and confidentiality
    • To receive staff contact names to ensure ease of ongoing transactions
    Feedback, Complaints & Appeals
    • Enable customers to provide feedback (positive or negative) with regard to the quality of service they have received
    • Provide customers with a clear complaints and appeals procedure - details of which can be found on www.galwaycity.ie.
    Consultation & Evaluation
    • To provide a structured approach to meaningful consultation with our customers in relation to the development, delivery and review of services.
    Choice
    • Endeavour to provide choice to our customers in relation to access to services and service delivery.
    • Look at new ways of delivering efficient and quality services to customers by using available and emerging technologies.
    Services Through Languages
    • Provide assistance to customers who wish to interact with us through the Irish language or other languages, where possible to do so.
    • Comply with our obligations under the Official Languages Act, 2003.
    Better Co-Ordination
    • Foster a coordinated and integrated approach to the delivery of services to our customers.
    Internal Customer
    • Recognise staff as internal customers and ensure that they are trained, consulted and supported in the services they deliver.

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  • Who can I go to if I am not happy with a decision on my Complaint/Appeal?

    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 inaction in your dealings with us.

    The Ombudsman provides an impartial, independent and free dispute resolution service.

    Contact details are as follows:

    Office of the Ombudsman
    18 Lower Leeson Street
    Dublin 2

    Tel: Lo-call 1890 223 030
    Tel: 01 639 5600
    Fax: 01 639 5674

    Email: ombudsman@ombudsman.gov.ie
    Website: http://www.ombudsman.ie

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