Customer Complaints Procedures

Our Commitment to Quality Customer Service
We are committed to providing you with a high quality service.  We will endeavour to maintain and improve the standard of our services and to keep errors to a minimum.  However, we recognise that mistakes or delays will occasionally occur.
 
If you are not satisfied with our services, you should let us know so that we can work to improve them.  We welcome your feedback and will deal with your complaints in confidence.
 
What is covered by our Complaints Procedure?
The Complaints Procedure covers complaints about issues such as delays, mistakes and poor customer services 
 
What is not covered by our Complaints Procedures?
  • Complaints made by Parents/ Guardians of a student or a student aged 18 and over currently enrolled in a school/centre, against a staff member employed by DDLETB. (Please refer to our Code of Practice)
  • Decision of a Board of Management to permanently exclude a pupil , suspend a pupil or refuse to enrol a child. (Please refer to Section 29 Appeals)
  • Matter of policy.
  • Matters which are the subject of litigation.
  • Matters which have been referred to the Ombudsman or Information Commissioner
 
How to make a Complaint
A complaint in relation to the quality of service provided by us (in Irish or English) can be made in person, by telephone, by fax, in writing or e-mail.
 
In the first instance, the complaint should be brought to the attention of our staff in the department/centre concerned, either orally or in writing.  The staff there will try to resolve your complaint without delay. 
 
If your complaint cannot be resolved by our staff or, if you are unhappy with the response you received, you should contact:
 
Emer Roy
Customer Services Officer
Corporate Services Department
1 Tuansgate, Belgard Square East
Tallaght
Dublin 24
Telephone:       01 4529 600
Fax:                    01 4515 196
Email:                customerservice@ddletb.ie
 
Information you need to provide:
  • Your name and address, email and day time telephone number.
  • Exactly what you are dissatisfied with.
  • The name of the department/centre and the official(s) who dealt with you.
  • If your complaint is complicated, you may find it best to put it in writing so that no important detail is overlooked.  Remember to send us copies of all relevant documentation/correspondence that you may have.
 
What steps will be taken in dealing with your complaint
Dublin & Dún Laoghaire ETB will treat your complaint confidentially, fairly and efficiently.  We will provide a reply having fully considered the nature and extent of the complaint.  It is in the interest of the Committee that complaints are resolved at the earliest possible stage.  All complaints received by the Customer Services Officer will be dealt with as follows:
 
Response from Customer Services Officer:
  • Written acknowledgement within 5 working days;
  • Respond, using plain language, within 20 working days (if it is not possible to meet this target, we will inform you and continue to do so until the matter is resolved);
  • The response will provide a contact name, telephone number and email address.
 
Appeal:
  • If you are unhappy about the outcome of the review by the Customer Services Officer you can appeal the matter to:

Jennifer Talbot
Assistant Principal Officer
Corporate Services Department
1 Tuansgate, Belgard Square East
Tallaght
Dublin 24
 

Role of the Ombudsman:
  • If you are dissatisfied with the outcome of the complaints and appeals procedures you may request an examination of your complaint by the Ombudsman.  

Contact Details:
Address:       18 Lower Lesson Street, Dublin 2
Tel:               01 6785222
Fax:              01 6610570
Website:       www.ombudsman.gov.ie