We aim to provide an efficient, effective service in a courteous manner to all our Customers.  Every effort is made by our staff to ensure that services are delivered to the highest possible standard in a professional and courteous manner. There may be occasions when you feel that we have not achieved this aim and you may not be satisfied with the quality of service provided.  

Wicklow County Council’s complaints policy strives to deliver a positive outcome and a swift resolution to your complaint.

What is a Complaint?

There is a difference between making a complaint and reporting a fault or repair issue. If you are reporting a fault or repair issue, we endeavour to resolve it quickly. You can call us on (0404) 20100 or email customerservice@wicklowcoco.ie and it will not be dealt with through the Complaints procedure.

A complaint is defined as “An expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service or communication provided by or on behalf of the organisation”.

What is not a complaint?

• An initial service request is not a complaint
• Complaints about matters that are outside of the Council’s remit to examine
• Complaints about reserved functions of the elected members of Council
• Complaints about planning decisions as there is a right of appeal to An Coimisiún Pleanála (formally An Bord Pleanála)
• Complaints about alleged data protection breaches should be directed to your Data Protection Officer DPO@wicklowcoco.ie
• Complaints about breaches of Ethics legislation should be referred to the Ethics Registrar Ethics@wicklowcoco.ie
• Complaints made under the Disability Act must be investigated by the appointed Inquiry Officer in accordance with Section 39 of the Disability Act AccessOfficer@wicklowcoco.ie 
• Protected disclosures (whistleblowing or ‘reporting wrongdoing in the workplace’) should be directed to the Chief Executive/ Protected Disclosures Officer – see link to further information - https://www.opdc.ie/en/publication/3a25c-what-a-protected-disclosure-is Email: Externalprotecteddisclosures@wicklowcoco.ie  

Complaints are accepted in a number of accessible ways including online (in the form below), in person, over the phone - Tel (0404) 20100, by email to customerservice@wicklowcoco.ie or in writing via the downloadable form below, and addressed to: Complaints Officer, Wicklow County Council, County Buildings, Station Road, Wicklow Town, Co. Wicklow

If you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.

The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint).  The best way to contact the Ombudsman is by:

• Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
• Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or 
• Calling the Ombudsman on 01 639 5600 if you have any queries or if you need help making your complaint.