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Customer Charter - Compaints & Appeals Procedure

If you are not satisfied with the service we provide, or a decision that we have made, you should let us know and we will deal with the matter promptly, impartially and in confidence. The following sets out the Department’s code of practice:

What issues are covered?
This procedure concerns complaints or appeals relating to delays, mistakes, instances where you did not receive the level of service you feel you are entitled to and decisions with which you are dissatisfied.

What issues are not covered?
This code does not apply to the following:

• Matters which are the subject of the Defence Forces Redress of Wrongs procedure;

• Matters which are the subject of litigation;

• Matters involving Freedom of Information requests;

• Matters referred to the Ombudsman, the Pensions Ombudsman or the Information Commissioner;

• Certain matters relating to national security.

How to make a complaint or an appeal

• In the first instance, the matter should be brought to the attention of our staff in the Branch concerned, either orally or in writing. The staff there will try to resolve the matter without delay.

• If the matter cannot be resolved by our staff, or you are unhappy with the response to it, you can ask for the matter to be reconsidered by a higher level officer within that Branch.

• In the event that you are still unhappy with the response, you may seek an independent review by contacting the Customer Service Officers at the address below:


Customer Service Officers,
Planning & Organisation Branch,
Station Road,
Newbridge,
Co. Kildare.
Phone: 045-492114
LoCall: 1890 251890, Extension 2114
Fax: 045-492430
Email: customer@defence.ie


A list of Contact Points for all branches in the Department is available



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