This protocol is written having regard to the Code of Conduct for Councillors published by the Department of Housing, Planning and Local Government, and the Local Government Act 2001, as amended by the Local Government Reform Act 2014, with specific reference to Part 15 Ethical Framework for the Local Government Service.

Tipperary County Council’s Vision Statement is “Tipperary - A vibrant place where people can live, visit and work in a competitive and resilient economy, a sustainable environment and an inclusive and active community”.

In pursuance of the commitment given in the Tipperary County Council Corporate Plan 2020-2024 this Customer Charter has been put in place and sets out the standards of service you, as a customer, may expect from Tipperary County Council.

Appeals and Complaints

1. We aim to provide the best possible service to you. However, should it happen that you are not happy with the service provided, we will deal with your complaints in a timely, courteous and helpful manner.
2. In the first instance, we would advise you to complete the Customer Service Form, write to or phone or ask to see the Section Head in question.
3. If you do not receive a satisfactory response to your complaint you may send a written complaint to the appropriate Director of Services/Head of Function.
4. Please address your letter to the appropriate Director/Head of Function, to either Civic Offices, Clonmel, or Civic Offices, Limerick Road, Nenagh and provide as much information as possible to enable your complaint to be dealt with in a speedy and appropriate manner. The matter will be investigated and a response will be issued to you within 21 days. You can also email customerservices@tipperarycoco.ie. If we cannot forward a full reply in that time, we will write to you and inform you of the delay and the reason for same.
5. We will aim to deal with all complaints concerning delays in services, mistakes and poor customer service within 21 days of receipt of complaint. If we cannot forward a full reply in that time, we will write to you and inform you of the delay and the reason for same.
6. Should your complaint consist of complex, technical or legal aspects, we would advise you to put your complaint in writing in order to avoid any mistakes or mis-understandings.
7. When we make a mistake, we will apologise for same, explain why it happened and rectify the matter immediately.
8. We will include information on internal and external appeals and complaints procedures in all our documentation, publications and forms.

The Office of the Ombudsman : If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. 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.