New uniform approach to local authority complaints handling
Ireland's local authorities have introduced a new standardised complaints handling policy and procedure.
The County and City Management Association (CCMA) developed the policy with the Office of the Ombudsman. It marks the first time that local authorities have agreed a shared, sector-wide approach to managing complaints.
What the new policy does
The new policy sets out a clear process that local authorities will follow to manage and resolve complaints effectively. It emphasises achieving the best possible outcome between the public and the relevant local authority.
Each local authority will continue to manage complaints. However, the new policy will enable a consistent approach across all local authorities. This supports timely and fair resolution of complaints.
In addition, the policy requires local authorities to give senior management periodic updates on complaints received. This will provide opportunity to drive service improvements and strengthen public confidence in local government.
Driving service improvements
Speaking at the launch of the new policy, Kieran Kehoe, Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council said: "This policy further develops the commitment of local authorities to viewing complaints as an opportunity to improve services and to build public trust. This in turn will enhance the experience for engagement between the public and local authorities".
The complaints handling policy and procedure template has been circulated to all 31 local authorities. It will be implemented across the sector during 2026.