How to Make a Comment or Complaint to the Department

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1. Introduction
2. If you have a Comment or Compliment
3. If you have a Complaint
4. How to make a Comment, Compliment or Complaint
5. What information should you provide when making a complaint
6. Contact Information for the Department's Offices

1. Introduction

The Department of Social Protection is committed giving you the best possible service at all times. The Departments Customer Charter 2016-2018 sets out the level of service you can expect when dealing with the Department. These service standards are further developed in the Departments Customer Action Plan 2016-2018.

Customer feedback, including compliments, comments and complaints, provides a valuable source of information by which service delivery standards can be monitored and reviewed by the Department.

Let us know when you get good service, when things go wrong, or how you think we can improve our services. This will allow us serve you better.

2. If you have a Comment or Compliment

If you would like to pay a compliment for good service you received, or, if you would like to make an observation or suggestion about the manner or standard of service provided by the Department, you can make a comment.

Please note: If you wish to make a general enquiry about the Departments schemes or services or get further information on a particular scheme or subject you can use the Department’s online query form Ask a Question.

How comments and compliments are processed by the Department

Comments or compliments about a particular aspect of the service provided by the Department will be reviewed and sent to the staff members working in that area.  Compliments that mention an individual member of staff will be sent to that staff member and their manager.

The Department will review comments and compliments to identify any improvements that are needed in the service provided. You can choose whether to include your name and contact details with your comment or compliment.

3. If you have a Complaint

If you are not satisfied with the standard of service you received from us, or, from any of our staff, you can make a complaint.  The Department has a complaints process to help resolve complaints and we will investigate your complaint promptly, thoroughly and fairly. 

Please note: Our complaints procedure deals with the standard of service provided by the Department when dealing with your claim and not on the actual decision made on your claim. If you are not happy with the decision made on your claim, you may request to have the decision on your claim reviewed.  You may also be able to appeal the decision to the Social Welfare Appeals Office.  Information on the Appeals Procedure is available on our website.          

How complaints are processed by the Department

The Department aims to provide our customers with a complaints procedure that is accessible, efficient, effective, standardised and fair. Once your complaint has been received the following procedure will apply:

  • We will acknowledge your complaint in writing or by e-mail within 3 working days
  • Your complaint will be investigated and a reply issued within 15 working days or where this is not possible, an interim response will issue.
  • All complaints will be treated promptly, fairly and impartially.
  • Any complaint you have made in good faith will not affect any application/dealings you have with the Department. 

If you are not satisfied with the reply you receive

Review of Complaint

If you are unhappy with the outcome of the investigation, you can request to have your complaint reviewed by another officer explaining why you are not satisfied with the reply you received. A review of the complaint will be completed within 20 working days.

Office of the Ombudsman
If, after review, you are still unhappy with the outcome to your complaint you may contact the Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2.
Telephone: (01) 639 5600 or 1890 22 30 30
Fax: (01) 639 5674     

Complaint procedures under the Disability Act, 2005

A complaint may be made against the Department if it does not comply with the provisions of Sections 25, 26, 27 and 28 of the Disability Act, 2005. Further information is available here.

4. How to make a Comment, Compliment or Complaint

You can submit a comment, compliment or complaint in a number of ways;

 *The rates charged for 1890 numbers may vary among service providers.  These rates can be considerably higher from mobile network providers.

5. What information should you provide when making a complaint

When making a complaint, please provide the following details:

  • your full name, address, telephone number & email address;
  • your PPS Number;
  • state which scheme and/or social welfare office you are dealing with and, if appropriate, the name(s) of the official(s) who dealt with you;
  • give a brief factual account of your complaint;

6. Contact information for the Department's Offices

Contact information for all of the Department's Offices is available in the "Contact Us" area of the website.

Last modified:09/01/2018

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