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:
If you wish to provide feedback (comment, compliment or complaint) about any aspect of our service, please:
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
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.
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:
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:
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
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 Officer contact details
Statutory appeal process