You can make a complaint if you feel that you have been unfairly treated by the Council, that a service to which you believe you are entitled to is not being provided, that a service being provided is inadequate, that a decision made in relation to you is incorrect, or did not take all factors into account or that a request for service/information has been ignored.
Areas excluded from the Council’s complaints system
- Areas where formal appeal/complaints procedures apply.
Example: a planning decision must be appealed via An Bord Pleanála.
- Areas where Freedom of Information applications are made under the Acts 1997/2003/2014.
How do I make a complaint?
You can make a complaint using one of the following methods.
- Complete the PDF form available at the end of this page
- Complete an online form by clicking the 'Feedback' button on the right hand side of this page.
- By email: firstname.lastname@example.org
If I am not happy with the service I received, what can I do?
If you are dissatisfied with the service you received or the outcome of an application you made, you must first discuss it with the service department concerned, and follow any internal appeal procedure the service may have.
If you are still dissatisfied with the response, you may refer your complaint to the Council’s Customer Services Manager on this form. A formal complaint will not be accepted unless it has been investigated by the department first. We will acknowledge your complaint within five working days, and respond to you within 15 working days. If we are unable to respond to you within the 15 days, we will advise you why.
If you are not satisfied with the response from the Customer Services Manager you may lodge an appeal to:
Director of Services
Limerick City and County Council
You may also appeal the matter in writing to the Office of the Ombudsman.
The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie.
- Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
- Phone 01 639 5600 if you have any queries or if you need help making your complaint
The Council’s Customer Charter contains information on what our customers, elected representatives, and citizens can expect from their dealings with us regarding service delivery. It is available to view here or at our Customer Services desks in Dooradoyle, Merchant's Quay, Kilmallock, Newcastle West and Rathkeale. Please ask for a copy.