A new standardised complaints handling policy and procedure has been introduced for local authorities across Ireland, marking the first time a uniform approach has been adopted across the sector.
The policy was developed by the County and City Management Association in collaboration with the Office of the Ombudsman and is aimed at improving how complaints are made, managed and resolved by local authorities.
Under the new framework, complaints will continue to be handled by individual local authorities, but the shared policy is designed to ensure a consistent, fair and timely approach nationwide. It sets out a clear and straightforward process for both members of the public and local authorities, with a strong focus on achieving the best possible outcome.
The policy also requires that senior management within local authorities receive regular updates on complaints received. This is intended to help identify trends, support service improvements and strengthen public confidence in local government.
Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, Kieran Kehoe, said the delivery of quality public services is central to the role of local authorities.
He said the new procedure document sets out an updated model for handling complaints and introduces a standardised best practice approach to ensure complaints are dealt with clearly, consistently and fairly. He added that the policy reinforces the commitment of local authorities to treating complaints as an opportunity to improve services and build public trust, while also enhancing engagement between councils and the communities they serve. He also thanked the Ombudsman’s Office for its contribution, noting that its insight into the complainant’s perspective was particularly valuable.
The complaints handling policy and procedure template has now been circulated to all 31 local authorities and will be implemented throughout 2026.
Ger Deering said a strong complaints process is an important way for people to hold public services to account. He said the policy will support a clear and consistent approach to managing complaints across all local authorities, strengthen engagement between the public and councils, and create learning opportunities that lead to improved services. He also commended the CCMA and the local government sector for taking a proactive approach in introducing the standardised policy.
