Customer Complaints Procedure
Delivering Quality Customer Service
The Department of Agriculture, Food and the Marine is committed to providing a user-friendly, high quality service to all our customers and clients.
Standards of Service
The standards of service provided by the Department are outlined in:
- Farmers Charter and Action Plan 2009 -2011 (doc 181Kb)
- Customer Charter 2009 - 2011 (pdf 61Kb)
- Quality Customer Service Action Plan for 2009 - 2011 (doc 223Kb)
By making your views and suggestions for improvements known to us you can help us achieve higher standards of service.
Freepost Customer Comment Cards are available in all the Department's offices.
- Customer Comment Card - (Irish and English version)(download Adobe Acrobat 431KB)
- Customer Complaints Procedure - (Irish and English version) (pdf 67Kb)
Our Complaints Procedure
All complaints will be dealt with promptly and in an objective and courteous manner.
If we make a mistake or fail to deliver a quality service we will apologise and try to rectify the situation without delay.
Complaints may be made in person, by telephone, by letter, by fax or e-mail. For clarity, it is helpful to get complaints in writing.
Initially complaints should be made to the Senior Officer in charge of the area to which the complaint relates. If you are not satisfied with the response received, you should contact the Quality Service Unit of the Department.
Complaints to the Quality Service Unit
All complaints will be logged on receipt and will be acknowledged within 5 working days.
The Quality Service Officer will have the matter fully and impartially investigated by an officer who was not involved in the matter giving rise to the complaint. A substantive response will be issued within 20 working days. If the complexity of the matter requires more time a revised response time and a progress report will be issued.
The Quality Service Unit can be contacted at:
Quality Service Unit,
The Department of Agriculture, Food and the Marine,
Corporate Affairs Division,
Grattan Business Centre,
Telephone: 057 869 4331 or 057 869 4324
Lo-call: 1890-200-510 Ext. 2694
What Information Should I Provide When Making A Formal Complaint?
- Name, address and telephone no(s).
- Herd No. if applicable
- Details of the complaint
- The date(s), name of office, and, if appropriate, the name(s) of the official(s) who dealt with you
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 provides a free, impartial and independent dispute resolution service.
Contact details are as follows:
Office of the Ombudsman,
18 Lower Leeson Street,
Tel: Lo-call 1890 22 30 30
Tel: 01 639 5600
Fax: 01 639 5674
Agriculture Appeals Office
The above procedure does not cover appeals against actual decisions taken in the operation of a scheme or service. Neither does it cover appeals concerning entitlement to any of the payments related to the schemes listed in the schedule to the Agriculture Appeals Act 2001. Such appeals are dealt with by the Agriculture Appeals Office who can be contacted at:
Agriculture Appeals Office
Tel: 0502 67167
Lo-call: 1890 671 671
The Department also provides an appeals procedure for customers of the Forest Service which ensures that decisions taken in relation to entitlements under Forestry grant and premium schemes can be appealed.
Application should be made in writing, setting out the grounds of appeal to:
The Appeals Unit
Department of Agriculture, Food and the Marine
Johnstown Castle Estate
Lo-call: 1890 200223
Fax: 053 43834