You cannot appeal to the Office of the Ombudsman. The legislative basis for excluding the NSSO from the Ombudsman’s jurisdiction is set out in Section 5 of the Office of the Ombudsman Act, 1980, paragraph (d)(i)(a) which outlines that “The Ombudsman shall not investigate any action taken by or on behalf of a person- relating to or affecting the terms of conditions- upon and subject to which a person- holds any office.”
The NSSO Customer Complaints Procedure does not affect existing Circular appeals processes.
Also, the NSSO is committed to protecting the rights and privacy of individuals and the Customer Department/Public Service Body fully. This is in compliance with the Data Protection legislation and in line with accepted good industry practice. To find out more on data protection in the NSSO, please see our Data Protection Policy on this website.
We would like to remind you of our mutual obligations under the relevant workplace code of practice for your Public or Civil Service organisation or department, with respect to our correspondence with each other. The NSSO are committed to incorporating consistent customer service standards to ensure a good customer experience for all customers. Unfortunately there are instances where the frequency of contact is excessive, which can have an effect on the ability of the NSSO to respond to other customers in a timely manner.
Examples of unreasonable persistence include:
- Insisting a staff member looks again at the complaint after an appeal has been completed.
- Changing the wording of a complaint to present it again as a new complaint, or continuing with an issue that has already been addressed.
- Continuing to correspond about a complaint that has already been investigated by the Customer Support Manager.
If persistent correspondence continues, we will write to you explaining that an appeal has been carried out, that the office will not be taking any further action, and that your case will be closed. We may take further action to ensure this type of behaviour does not continue.
- Asking you to contact us by letter only.
- Informing you that any new complaints relating to issues that have already been addressed will not be recorded as complaints. This does not limit the right of a person to complain about other issues of the NSSO.
- Advising you that no future phone calls will be accepted by the NSSO concerning issues already dealt with.
The NSSO will decide to limit contact with an individual only after careful consideration of the circumstances.