Customer Service Charter

Customer Service

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.

  1. Complete the Customer Service Query Form (this is a fillable form and can be filled electronically or printed and filled by hand)
  2. Email it to cro@cavancoco.ie or post it to:

Customer Relations Officer,
Cavan County Council,
Johnston Central Library

Farnham Street,
Cavan 
H12C9K1 

What happens next?

An acknowledgement letter confirming receipt of the complaint will be issued within five 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?

We hope that we have been able to resolve your complaint satisfactorily.  However, 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:

  • Online at www.ombudsman.ie
  • In writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773, or
  • By phone on Lo-call: 1890 22 30 30
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