New uniform approach to local authority complaints handling
A new, standardised complaints handling policy has been introduced for local authorities across Ireland.
The policy has been developed by the County and City Management Association (CCMA), working closely with the Office of the Ombudsman. It is the first time local authorities have agreed a shared, sector-wide approach to managing complaints.
What the new policy does
The policy sets out a clear and straightforward process for making and handling complaints. Its aim is to support fair, timely outcomes and constructive engagement between members of the public and their local authority.
Complaints will continue to be handled locally by each local authority. However, the shared policy means that people can expect a more consistent approach, regardless of where they live. This supports transparency, fairness and good customer service across the sector.
The policy also places a strong focus on learning and improvement. Local authorities will provide regular updates on complaints to senior management, helping to identify trends, improve services and strengthen public confidence in local government.
Supporting better public services
Kieran Kehoe, Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, said the policy reflects the central role of quality public services in local government work.
While local authorities already have complaints procedures in place, he said, this initiative introduces a shared best-practice model that supports clear, consistent and timely handling of complaints. Importantly, it also reinforces the idea that complaints should be seen as an opportunity to improve services and build trust with the public.
Role of the Ombudsman
Ombudsman and Information Commissioner Ger Deering welcomed the introduction of the policy, highlighting the importance of robust complaints processes in holding public services to account.
He said the policy will support a consistent approach across all local authorities, strengthen engagement with the public, and create opportunities for learning that lead to better services.
Next steps
The complaints handling policy and procedure template has been shared with all 31 local authorities. It will be rolled out across the sector during 2026.
The new approach also aligns with existing legal requirements under the Ombudsman Act, which require public bodies to provide clear assistance, timely responses, and information on review and appeal options, including the right to complain to the Ombudsman.