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 and it will not be dealt with through the Complaints procedure.
A complaint is when you tell us you are not happy about the quality of a service we provide, such as:
- When we do not deliver a satisfactory service
- When you receive a poor quality or below standard service
- When you are unhappy with the quality of service provided by a member of staff.
You can make a formal complaint in writing the following ways:
Online using the online customer comments/feedback form below
By letter, official complaint form, or email to:
Customer Services Manager,
Wicklow County Council,
We will acknowledge your complaint within five working days. Your complaint will then be referred to the Senior Executive officer in the relevant Department/Section, who will investigate it and respond to you within 20 working days. The responses will be issued in accordance with the guidelines under NALA Plain English. Plain English is a way of writing and presenting information that helps someone understand it the first time they read or hear it.
If you are not satisfied with the response, you may appeal the decision to the Senior Executive Officer, Enterprise & Corporate Services, within 10 working days of receiving the response. The Senior Executive Officer will examine the complaint and the response you received and make a decision on the appeal within 20 working days.
The areas excluded from our complaints policy are:
- All formal appeals relating to decisions on planning applications.
- All appeals against decisions under Freedom of Information legislation.
- All requests for Access to Information on the Environment
- Complaints in relation breach of Ethics legislation or code of conduct in relation to Elected Members and/or Employees of Wicklow County Council should be forward directly to the Ethics Officer, Wicklow County Council.
Wicklow County Council as a statutory body is obliged to comply with the principles of natural justice and also the Data Privacy laws under GDPR therefore complaints regarding individuals within or outside the organisation must be carefully presented so as not to breach a person’s right to their good name, right to reply or their right to privacy regarding the circulation of data that could amount to a breach of those principles. WCC reserves the right to refuse to accept written complaints of this nature but will advise the complainant of the issues that need to be addressed for a complaint to be received.