New monthly Ombudsman complaint clinic in Mallow
Have you a complaint about a public service? Then perhaps the drop in clinic run by the South Munster Citizens Information Service fortnightly in Mallow can help.
Ciara O’Gorman, development manager with South Munster Citizens Information Service, explains what the service offers.
“I am delighted to confirm that since January 10th, the Office of the Ombudsman are running a drop in clinic from Mallow CIC in Market Square from 10am to 12pm on the second Wednesday of every month. This is a fantastic resource for the people of north Cork. During these clinics, the public can meet staff from the Office of the Ombudsman, get information on making complaints or discuss a complaint they have made. No appointment is necessary.”
The Office of the Ombudsman examines complaints from members of the public who believe they have been treated unfairly by a public body. It also examines complaints about public service organisations that fail to provide accessible buildings, services and information, as required in the Disability Act 2005. You can contact the Ombudsman if you are unhappy with a public body’s response to your complaint.
The Office of the Ombudsman is independent and complaints are examined in a fair and impartial way. The service is free.
WHAT CAN YOU COMPLAIN TO THE OMBUDSMAN ABOUT?
You can make a complaint to the Ombudsman if you are unhappy with the service provided by the following: Government departments, local authorities, The Health Service Executive (HSE), third-level education bodies, private nursing homes, etc. A full list is available on the Ombudsman website, ombudsman.ie
You cannot however make a complaint to the Ombudsman about: An Garda Síochána; Telecommunications or postal companies (including An Post, utility companies, insurance companies, banks or financial institutions. Contact your local CIC for a full list of exempt agencies or check www. citizensinformation.ie.
You must make a complaint to the relevant service provider first. The Office of the Ombudsman has information about how to complain to a service provider on their website or you can contact your local CIC for assistance.
WHAT TYPE OF COMPLAINTS CAN THE OMBUDSMAN INVESTIGATE?
“The Ombudsman can investigate a complaint if you believe that a public service body has given you the wrong information or your complaint has not been dealt with properly”, says Ciara. “They can also investigate a decision that you think is unfair, or that the reason for the decision has not been properly explained to you. You can also complain about delays in a public body making a decision.”
There are certain complaints that the Ombudsman cannot examine, including complaints about: Clinical judgements of doctors or other medical professionals; job applications; decisions relating to immigration or naturalisation; how prisons are run.
“Remember, the Office of the Ombudsman cannot examine a complaint if you have already started legal proceedings against a public body for the same complaint,” Ms O’Gorman notes.
HOW ARE COMPLAINTS TO THE OMBUDSMAN INVESTIGATED?
“The Ombudsman first decides if they can handle your complaint. If they can, they begin a preliminary investigation and ask the public service body to provide relevant information. You may also be informally interviewed at this stage. Once the information has been gathered, and investigated, the Ombudsman will decide whether your complaint should be upheld or not.
"Depending on the outcome, they may ask the provider to change its decision or offer an explanation, redress or both. The Ombudsman can only make recommendations. Their decisions are not legally binding,” Ciara says.
HOW TO MAKE A COMPLAINT
“Before making a complaint to the Ombudsman, you must make a complaint to the relevant service provider first. If your complaint meets the criteria outlined above,and you wish to make a complaint to the Ombudsman you can start the process by either: Attending the monthly Ombudsman Outreach Clinic in Mallow; by filling out an online form: Make A Complaint at www. ombudsman. ie; by filling out an application form and posting it to The Office of the Ombudsman at 6 Earlsfort Terrace, Dublin 2, D02 W773.
“Generally, complaints must be received within 12 months of the decision or action that you want to complain about took place” states Ciara. “However the Ombudsman may investigate a complaint beyond this time limit, if there is a good reason for the delay," Ciara says.
Mallow Ombudsman clinics will take place on the second Wednesday of every month from 10am to 12pm. No appointment is necessary, just turn up on the following dates to meet staff from the Office of the Ombudsman: March 13th; April 10th; May 8th.
MORE INFORMATION
Our telephone lines are monitored from 9-5 Monday to Friday in north and east Cork where we have centres in Fermoy, Mallow, Cobh, and Youghal. We are also open to drop in callers and take faceto-face appointments in Fermoy, Mallow and Youghal. Full details of opening times for these centres and for CICs nationally are up on our website.
The Office of the Ombudsman drop-in clinic at Mallow CIC takes place from 10am - 12pm on the second Wednesday of every month.