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Customer Complaints Procedure

Delivering Quality Customer Service

The Department of Agriculture, Food and the Marine is committed to providing a user-friendly, high quality service to all our customers and clients. Information on standards of service aimed for by the Department is outlined in the following documents:

As a user of our services, you are ideally placed to give us the benefit of your experiences and to assist us in getting an accurate picture of the quality of our services and to identify areas requiring improvement so that the Department continues to meet with your changing needs. If you have any comment, positive or negative, about the services you have received and/or if you have any suggestions on how the service can be improved, the Quality Service Unit would like to hear from you at qualityserviceunit@agriculture.gov.ie.

Our Complaints Procedure

If you are unhappy with the service that you receive, you can avail of the Department's Customer Service Complaints Procedure (pdf 219Kb)  . Initially complaints should be made to the Senior Officer in charge of the area to which the complaint relates. If you are not satisfied with the response received, you can refer the matter to the Quality Service Unit who will have it fully and impartially investigated.

Complaints should be made in writing by letter or by email. In cases where this is not possible, complaints may be made by telephone or in person.

The contact details of the Quality Service Unit are as follows:

E-mail Address: qualityserviceunit@agriculture.gov.ie

Postal address:          

Quality Service Unit,
Corporate Affairs Division,
Department of Agriculture, Food and the Marine,
Pavilion A, Grattan Business Centre,
Dublin Road,
Portlaoise,
Co. Laois,
R32 K857.

Tel: 057 8694331

Office of the Ombudsman

If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us.

The Ombudsman provides a free, impartial and independent dispute resolution service.

Contact details are as follows:

Office of the Ombudsman,
18 Lower Leeson Street,
Dublin 2.
D02 HE97
 

Tel: 01 639 5600
Lo-call: 1890 22 30 30
Fax: 01 639 5674
Email: ombudsman@ombudsman.irlgov.ie
Web: www.ombudsman.gov.ie

Agriculture Appeals Office

The above procedure does not cover appeals against actual decisions taken in the operation of a scheme or service. Neither does it cover appeals concerning entitlement to any of the payments related to the schemes listed in the schedule to the Agriculture Appeals Act 2001.

Such appeals are dealt with by the Agriculture Appeals Office who can be contacted at:

Agriculture Appeals Office
Kilminchy Court
Portlaoise
Co.Laois

Tel: 057 8631900
Lo-call: 0761064418

Email: appeals.office@agriappeals.gov.ie

Forestry Appeals Committee

Section 35 of the Forestry Act, 2014, provides for the setting up of a Forestry Appeals Committee (FAC) on a statutory basis to deal with appeals against licence applications for felling, aerial fertilisation, afforestation and forest road works. In the case of afforestation and forest road construction the appeals relate to Form 1 applications only. All payment appeals under the Schemes (Form 2, Form 3, Form 4, Form 5) will continue to be dealt with by the Agriculture Appeals Office.

Appeals must be in writing, setting out the grounds and including a statement of the facts and contentions upon which the applicant intends to rely, along with any documentary evidence s/he wishes to submit in support of the appeal. The appeal must be sent to:

Forestry Appeals Committee,
Kilminchy Court,
Portlaoise,
Co. Laois.

Tel: (057) 8631900
Lo-call: (076) 1064418