Complaints Policy & Procedure – Summary

Galway County Council’s Complaints Policy and Procedure explains how members of the public can raise concerns if they are unhappy with a service they received from the Council. It outlines what counts as a complaint, what does not, and the steps the Council takes to handle issues fairly, consistently and in line with national legislation. It also explains the responsibilities of staff and the supports available to people who may need assistance making a complaint.

What the Policy Aims to Achieve

The policy aims to ensure that complaints are dealt with quickly, respectfully and transparently. It provides a clear process for resolving issues, starting with frontline resolution and progressing to a formal investigation if required. The document also sets out what customers can expect—such as timelines, how confidentiality is handled, and how decisions are reviewed. Complaints also play a vital role in helping the Council improve the quality of its services.

How Customers Can Use This Information

The policy explains how customers can make a complaint, the different submission methods available, and what information is needed for the Council to help them effectively. It also outlines supports for those who may need assistance, such as translation services or advocacy organisations. In addition, it explains how appeals work and how customers can contact the Office of the Ombudsman if they remain dissatisfied. You can read the full document by clicking the link below.