Comments, Complaints & Appeals

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How to Make a Comment or Give Feedback

We welcome your comments and feedback about our services, investigate your complaints and work to address your concerns. We try to resolve most issues that arise between a customer and the NSSO/FSS:

  • in the normal course of business.
  • by dealing directly with the member of staff and/or the supervisor handling the issue.

If you wish to provide feedback (comment, compliment or complaint) about any aspect of our service, please:

  • Tell a staff member.
  • Email your feedback to
  • Use the website feedback facility at the following address:
  • Telephone us on 076 100 1000, 9am-5pm Monday to Friday. Your call will be answered by a member of staff from the NSSO/FSS.
  • Ask a member of staff for details of where to send a letter with details of your experience of our services.

Enabling Feedback

The NSSO/FSS recognises that customer comments and feedback are a valuable source of information on how well services are doing and in identifying where quality initiatives may need to be implemented. The NSSO/FSS aims to create an environment where customers feel comfortable and have the opportunity to provide feedback about services experienced and equally where staff feel comfortable about taking ownership of this process. You can expect to have your concerns dealt with properly and promptly and receive feedback in relation to what changes/improvements have been made in response to your complaint.

How you can Contribute to the Improvement of our Services 

The NSSO/FSS is committed to ensuring that feedback; comments, compliments and complaints from those using its services is acknowledged, reviewed, acted upon and responded to and that the learning derived from this feedback informs our quality improvement programmes. Staff are empowered to receive complaints and to view them in a constructive way and as a means of improving relationships, learning and making positive changes which will contribute to better a Shared Services model. Positive feedback i.e. compliments are also encouraged and recorded so that the service provider can capture good practice.Bottom of Form

How to Make a Complaint

If you have a cause for complaint, it should be directed initially to the relevant section of the NSSO/FSS. Our staff there will try to deal with the problem without delay or, if the complaint does not relate to a service provided by us, direct you where possible to the appropriate body. If you do not know the name of the person in the section to contact, or if you are unsure which body you should make your complaint to, our Customer Service Officer, Mr. Jason O’Shaughnessy, will be happy to advise you.

  • If the staff of the section cannot resolve your complaint, or you are unhappy with their response, you can ask for the matter to be reviewed by a senior member of staff from that section.
  • If you are still unhappy with the response, you should make a formal complaint to the Customer Service Officer, who will investigate the complaint on your behalf.
  • You can make a complaint in writing, preferably by e-mail.

What is a Complaint

We define a complaint as an expression of dissatisfaction concerning the provision of a service or services as defined within the Service Level Agreements by the NSSO/FSS, that, it is claimed does not accord with fair or sound administration practice, and adversely affects the person by whom, or on whose behalf, the complaint is made.

What Information you Should Provide

You will help to speed up the investigation of your complaint by providing the following details:

  • Your name, address and e-mail address.
  • Exactly what you were dissatisfied with.
  • The name of the official or section you dealt with.
  • A daytime telephone number.

Complaints Under the Disability Act 2005

A person may make a complaint to the NSSO/FSS if he or she considers that we have failed to comply with the provisions of Sections 26 to 28 of the Disability Act, 2005. These Sections of the Act relate to access by persons with disabilities to:

  • Access to services
  • Accessibility of services supplied to a public body
  • Access to information.

If a person needs assistance in making a complaint regarding accessible services, he or she can contact our Customer Service Officer who, as far as possible, will assist them in making their complaint. The complaint should state that it is a complaint under Section 38 of the Disability Act 2005. It should, set out as clearly as possible the grounds for the complaint regarding the failure of NSSO/FSS to provide access under Sections 25 to 28 of the Act.

How Complaints are Processed by this Organisation

  • We will acknowledge all complaints within 5 working days (by auto reply).
  • We will investigate all complaints and issue a reply to your complaint within 20 working days or, where this is not possible, an interim reply will issue explaining the position and advising when a substantive response will issue.
  • All complaints will be treated promptly, fairly, impartially and in confidence.
  • We will keep records of complaints separate from other records.
  • We will endeavour to learn from mistakes to ensure that errors are not repeated.

Office of the Ombudsman

If you are not satisfied with the outcome of your appeal, you have a right to appeal to the Office of the Ombudsman. The Ombudsman is completely independent of the Government and the service is free. Nothing in this complaints procedure affects your statutory rights under Freedom of Information, Data Protection, or other relevant legislation.


Can you appeal
Appeals process
Appeals Officer contact details
Statutory appeal process