Better Public Services - Standardised Complaints Policy for local authorities

A standardised complaints handling policy will be implemented by all local authorities in 2026. The policy was developed by Ombudsman Ger Deering's Office in conjunction with the County and City Management Association

Up to now complaints-handling procedures were developed independently across local authorities and often differed in how complaints were handled, resulting in inconsistencies in how complaints were managed in different parts of the country. This was a cause of frustration among the public, particularly those who moved between different local authorities.

In response, the Ombudsman and the County and City Management Association (CCMA) have developed a new standardised complaints handling policy and procedure for local authorities across Ireland.

The module was officially launched by Ombudsman Ger Deering, and CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, Kieran Kehoe earlier this year.

The policy sets out a simple process for making and managing complaints, with an emphasis on achieving the best possible outcome for the public and the relevant local authority. Complaints will continue to be managed by each local authority, but the common policy will support the resolution of complaints in a timely and fair manner. It will also result in a better experience for the public and help build trust in the services delivered by local authorities.

Ombudsman Ger Deering said:

"A robust complaints process is an important way for people to hold public services to account. This policy will support a clear and consistent approach for managing and addressing complaints across all local authorities. It will help to strengthen engagement between the public and councils and provide opportunities for learning that lead to better services. I commend the CCMA and the local government sector for their proactive approach to introducing this standardised policy."

Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council Kieran Kehoe said:

"We would like to thank the Ombudsman's Office for their support in developing this policy. Their insights into the complainants' perspective were invaluable."

The Complaint Handling Policy and Procedure template has been circulated to all 31 local authorities and will be implemented by local authorities throughout 2026.

The Local Authority's Complaint Handling Policy and Procedure is available on the Guidance page on the Ombudsman's website.