It is the intention of Cavan County Council to reduce the potential for customer dissatisfaction by delivering high quality services.
All types of customer feedback, including complaints, are very useful in helping to improve the quality of services. It is acknowledged that dissatisfaction may arise due to the manner in which some queries are dealt with.
A customer service query procedure has been put in place which aims to ensure that complaints are dealt with in a consistent, impartial, transparent and confidential manner.
Where a customer is dealing with the Local Authority and is dissatisfied with the level of service, every effort should be made to resolve the issue with the relevant department at the first point of contact.
Customer Service Query Procedure
If an issue cannot be resolved by the relevant department in the Local Authority, a Customer Service Query form can be submitted to the Customer Relations Officer.
Complete the form.
Email it to firstname.lastname@example.org or post it to:
Customer Relations Officer,
Cavan County Council,
What happens next?
An acknowledgement letter confirming receipt of the complaint will be issued within 5 days of its receipt.
The Customer Relations Officer will review all files on the matter and issue a response where possible within three weeks of receipt of the complaint.
If it is established that Cavan County Council has not acted fairly, an apology and explanation will be offered and every effort will be made to rectify the matter. Any current procedures will be reviewed to ensure that the same issues do not arise in the future.
Can I make an appeal on a decision that you have made?
If you are not satisfied with the decision that was made by the Customer Relations Officer, then you can make a complaint to the Ombudsman using the following contact details:
Office of the Ombudsman
18 Lower Leeson Street
Please get in touch using the following details, if you have any further questions or queries about sending us a Customer Service Query.