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Complaints Administration not responding - where to go from here?

  • 21-10-2012 4:59pm
    #1
    Kotek Besar
    Registered Users, Registered Users 2 Posts: 3,601 ✭✭✭


    Folks,

    I have had an issue with BTEA in that I believe I have an entitlement to the payment, however the DSP Local Office deemed that I don't. They're wrong, and I demonstrated that via the proper channels, everything in writing and according to procedure. Believe it or not, they then started to ignore all communication from me. Letters, emails, phone calls - the officer in charge of that section in the DSP Local Office literarily ignores and avoids all contact with me. He's not done his job properly, according to the DSP's own procedures, and that itself also forms part of my complaint.

    So I complained formally by attaching a letter to an email to qcs@welfare.ie (Complaints Administration in Sligo), as per the procedure here. They replied the next day stating that the complaint would be looked in to and a response would issue in 15 working days. That's three calendar weeks. Since then, more than two calendar months have passed and I'm still without any contact from Complaints Administration, save a one-liner in response to one of my chaser emails, stating "Your complaint under ID Ref XXXX cannot be dealt with at local level as it requires a decision from the Policy Area of the Department. The complaint is currently being looked at by officials in the Policy area for Back to Education Scheme.". That was on 27/09 and they have sent nothing else or since.

    So my question is, where can I go from here? I've followed the rules, I've jumped through the hoops, but now even Complaints Administration are avoiding contact with me. Which department is "above" Complaints Administration? Do I really have to keep escalating up the line until someone pulls their finger out?


Comments

  • #2
    wmpdd3
    Registered Users, Registered Users 2 Posts: 9,625 ✭✭✭wmpdd3


    Speak to you local TD?


  • #3
    mrsbyrne
    Closed Accounts Posts: 3,228 ✭✭✭mrsbyrne


    Kotek Besar wrote: »
    Folks,

    I have had an issue with BTEA in that I believe I have an entitlement to the payment, however the DSP Local Office deemed that I don't. They're wrong, and I demonstrated that via the proper channels, everything in writing and according to procedure. Believe it or not, they then started to ignore all communication from me. Letters, emails, phone calls - the officer in charge of that section in the DSP Local Office literarily ignores and avoids all contact with me. He's not done his job properly, according to the DSP's own procedures, and that itself also forms part of my complaint.

    So I complained formally by attaching a letter to an email to qcs@welfare.ie (Complaints Administration in Sligo), as per the procedure here. They replied the next day stating that the complaint would be looked in to and a response would issue in 15 working days. That's three calendar weeks. Since then, more than two calendar months have passed and I'm still without any contact from Complaints Administration, save a one-liner in response to one of my chaser emails, stating "Your complaint under ID Ref XXXX cannot be dealt with at local level as it requires a decision from the Policy Area of the Department. The complaint is currently being looked at by officials in the Policy area for Back to Education Scheme.". That was on 27/09 and they have sent nothing else or since.

    So my question is, where can I go from here? I've followed the rules, I've jumped through the hoops, but now even Complaints Administration are avoiding contact with me. Which department is "above" Complaints Administration? Do I really have to keep escalating up the line until someone pulls their finger out?

    Contact the Ombudsman immediately. I presume you have a record of your efforts to resolve your issue. Locall:1890 223 030


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