Customer Complaints

You can send a written complaint to the local authority if you feel you have been treated unfairly or not in line with the local authority's customer service charter.


The customer complaints leaflet, available for download below, sets out our procedures for dealing with complaints. Any individual, company or organisation may make a complaint.

  1. We will treat your complaint properly, fairly and impartially. Making a complaint will have no implication for your dealings and contacts with Carlow County Council.
  2. An officer of the council other than those involved in the original decision or action will carefully examine your complaint.
  3. Correspondence about your complaint will be filed separately from other information held about you.
  4. We will examine and review your complaint and send a reply to you within 15 working days of receipt of your complaint. Where it is not possible to meet this target, we will inform you and continue to do so until the matter is resolved.
  5. We will apologise for any mistake, explain what happened and put it right wherever possible.

Freedom of information Act

The Freedom of Information Act came into effect for local authorities on 21st October 1998. This Act gives you the right to access records held by Carlow County Council. If you are refused access to records the County Council must give you an explanation. A decision on your request will normally be made within four weeks. All requests must be in writing.

Office of the Ombudsman

If you feel that you have been unfairly treated by Carlow County Council or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free resolution service.

Contact Office of the Ombudsman

Address Telephone Email
6 Earlsfort Terrace
Dublin 2, D02 W773
Tel: 01 639 5600