Complaints Procedure

KILKENNY COUNTY COUNCIL

COMPLAINTS & APPEALS PROCEDURE

If you feel that you have been treated unfairly and not in accordance with the Customer Charter, you may wish to make a complaint. You can do so by asking for a Supervisor or Office Manager. Our staff will make every effort to resolve your complaint at this stage. If you are not satisfied you may make a formal complaint.

HOW DO I MAKE A FORMAL COMPLAINT?
You should address your complaint to the Complaints Officer, Corporate Services, Kilkenny County Council, County Hall, John Street, Kilkenny. Complaints should be made in writing using the complaints forms and guidelines available at all our public offices and on our website. A complaint can also be made by fax or by e-mail. If a complaint is deemed valid it will be forwarded to the responsible person in the area to which the complaint refers.

WHEN CAN I EXPECT A RESPONSE?
All complaints will receive a reply. We will issue an acknowledgement within five working days and a full response no later than 28 days of receipt of complaint. You will be advised if there will be any deviation from this timescale and kept informed of progress.

WHAT CAN I DO IF I AM NOT SATISFIED WITH THE RESPONSE?
If you are dissatisfied with the response you can appeal to the Director of Services, Corporate Services, Kilkenny County Council, John Street, Kilkenny. An internal review will then be carried out and a final decision made within 4 working weeks.

The complaints and appeals system operated by Kilkenny County Council does not preclude you from using external offices to deal with your complaint e.g. Office of the Ombudsman, An Bord Pleanala.

NOTE:

The complaints and appeal procedure does not apply to decisions of Kilkenny County Council where there is a statutory appeal process nor does it interfere with your rights under the Freedom of Information Act, 1997.

COMPLAINTS -INTERNAL PROCEDURE

COMPLAINTS OFFICER: CATHERINE COONEY, CORPORATE SERVICES

All formal complaints must be made on the appropriate Complaints Form and forwarded to Complaints Officer, Corporate Affairs, Kilkenny County Council, County Hall, John Street, Kilkenny, who will be responsible for co-ordinating replies.

The following persons are designated as the Officers responsible for dealing with specific complaints within their service areas:

SERVICEDESIGNATED OFFICER
AREA OFFICES

Simon Walton, Senior Engineer, Kilkenny.

Ian Gardiner, Senior Executive Engineer, Piltown.

Philippe Beubry, Senior Executive Engineer, Castlecomer.

Emir Slattery, Senior Executive Engineer, Thomastown.

COMMUNITYMichael Delahunty, Senior Executive Officer
FINANCEDeclan McDonnell, Financial Accountant
FIRE SERVICESJohn Collins, Chief Fire Officer
HOUSINGMartin Mullally, Senior Executive Officer
CORPORATE SERVICESAnne Maria Walsh, Senior Executive Officer
HUMAN RESOURCESAnne Maria Shortall, A/Senior Executive Officer
INFORMATION SYSTEMSKevin Hanley, Head of Information Systems
LIBRARYJosephine Coyne, County Librarian
MOTOR TAXCatherine Byrne Murphy, Administrative Officer
PLANNINGDenis Malone, Senior Planner
ROADSSeamus Kavanagh, Senior Engineer
WASTE/ENVIRONMENTFrank Stafford, Senior Engineer
ECONOMIC DEVELOPMENTFiona Deegan, A/Head of Local Enterprise Office
TOURISMBrian Tyrrell, Senior Executive Officer


Where customers are unhappy with the decision an appeal can be made in writing to Director of Services, Corporate Services, Kilkenny County Council, County Hall, John Street, Kilkenny. An internal review will then be carried out and a final decision made.

It is intended to work within the following time limits:

  • Acknowledgement within 5 working days
  • Response within 28 Days of receipt of complaint
  • Appeal within 4 working weeks

The above appeal procedure does not apply to decisions of Kilkenny County Council where there is a statutory appeal process nor does it interfere with your rights under the Freedom of Information Act, 2014.


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