Statistics
1. Overview of 2002 complaints
| | |
| Complaints | Numbers |
| Received in 2002 | 3209 |
| Outside Jurisdiction | 883 |
| Total within Jurisdiction | 2326 |
| Carried forward from 2001 | 1514 |
| Total on hand for 2002 | 3840 |
| Completed in 2002 | 2880 |
| Carried forward to 2003 | 960 |
| | |
| Enquiries | 8501 |
2. 10 Year Trend of Valid Complaints Received
| | |
| 1993 | 2419 |
| 1994 | 2489 |
| 1995 | 2250 |
| 1996 | 2536 |
| 1997 | 3126 |
| 1998 | 2876 |
| 1999 | 2685 |
| 2000 | 2136 |
| 2001 | 2539 |
| 2002 | 2326 |
3. Analysis of Valid Complaints Received in 2002
| | |
| Civil Service | 964 |
| Local Authorities | 781 |
| Health Boards | 489 |
| An Post | 92 |
| Total | 2326 |
5. Civil Service - Valid Complaints Received in 2002
| | Brought forward from 2001 | Received in 2002 | On hands for 2002 |
| Social and Family Affairs | 206 | 398 | 604 |
| Agriculture and Food | 163 | 186 | 349 |
| Education and Science | 67 | 96 | 163 |
| Revenue | 57 | 112 | 169 |
| Environment and Local Government | 17 | 23 | 40 |
| Health and Children | 8 | 12 | 20 |
| Land Registry | 3 | 13 | 16 |
| Communications, Marine & Nat Resources | 13 | 25 | 38 |
| Justice, Equality and Law Reform | 8 | 26 | 34 |
| Enterprise, Trade and Employment | 3 | 4 | 7 |
| Office of Public Works | 6 | 9 | 15 |
| Others | 24 | 60 | 84 |
| Total | 575 | 964 | 1539 |
6. Local Authorities* - Valid Complaints Received in 2002
| | | | |
| | Brought forward from 2001 | Received in 2002 | On hands for 2002 |
| Carlow | 7 | 7 | 14 |
| Cavan | 9 | 3 | 12 |
| Clare* | 14 | 44 | 58 |
| Cork City Council* | 29 | 33 | 62 |
| Cork County* | 34 | 40 | 74 |
| Donegal | 20 | 20 | 40 |
| Dublin City Council* | 40 | 91 | 131 |
| Dún Laoghaire - Rathdown | 26 | 33 | 59 |
| Fingal | 20 | 29 | 49 |
| Galway City Council* | 23 | 30 | 53 |
| Galway County* | 25 | 33 | 58 |
| Kerry | 38 | 25 | 63 |
| Kildare | 23 | 25 | 48 |
| Kilkenny | 8 | 8 | 16 |
| Laois | 13 | 23 | 36 |
| Leitrim | 4 | 7 | 11 |
| Limerick City Council* | 12 | 23 | 35 |
| Limerick County* | 13 | 20 | 33 |
| Longford | 14 | 4 | 18 |
| Louth | 11 | 22 | 33 |
| Mayo* | 41 | 54 | 95 |
| Meath | 17 | 20 | 37 |
| Monaghan | 1 | 8 | 9 |
| North Tipperary | 13 | 20 | 33 |
| Offaly | 9 | 9 | 18 |
| Roscommon | 14 | 10 | 24 |
| Sligo* | 10 | 25 | 35 |
| South Dublin | 19 | 24 | 43 |
| South Tipperary | 6 | 12 | 18 |
| Waterford City Council | 3 | 8 | 11 |
| Waterford County | 8 | 11 | 19 |
| Westmeath | 10 | 7 | 17 |
| Wexford | 24 | 19 | 43 |
| Wicklow | 22 | 34 | 56 |
| TOTAL | 580 | 781 | 1361 |
Complaints received against Borough Councils, and Town Councils are included in the County figures. *Monthly CIC visits or one-day visits were made to these counties in 2002 and this is likely to have affected the number of complaints received
7. Health Boards - Valid Complaints Received in 2002
| | | | |
| | Brought forward from 2001 | Received in 2002 | On hands for 2002 |
| Eastern | 1 | 1 | 2 |
| Midland | 21 | 34 | 55 |
| Mid-Western | 47 | 54 | 101 |
| North Eastern | 15 | 23 | 38 |
| North Western | 13 | 15 | 28 |
| South Eastern | 43 | 37 | 80 |
| Southern | 51 | 61 | 112 |
| Western | 52 | 71 | 123 |
| Northern Area | 40 | 73 | 113 |
| East Coast Area | 27 | 41 | 68 |
| South Western Area | 35 | 73 | 108 |
| Eastern Regional Health Authority | 1 | 6 | 7 |
| | | | |
| Total | 346 | 489 | 835 |
8. An Post - Valid Complaints Received in 2002
| | | | |
| | Brought forward from 2001 | Received in 2002 | On hands for 2002 |
| An Post | 13 | 92 | 105 |
| Total | 13 | 92 | 105 |
9. Department of Social, Community and Family Affairs
Breakdown by Main Categories of Complaint Received in 2002
| | |
| Old Age & Retirement Pensions | 102 |
| Unemployment Payments | 54 |
| Disability, Invalidity and Maternity Payments | 62 |
| Widows and One Parent Family Payment | 30 |
| Fuel Allowance and Free Schemes | 23 |
| No Reply to Correspondence | 23 |
| Back to work / Education Allowance | 11 |
| Carer's Allowance | 25 |
| PRSI | 10 |
| Occupational Injury Benefit | 6 |
| Child Benefit | 16 |
| Family Income Supplement | 4 |
| Miscellaneous | 32 |
| Total | 398 |
10. Department of Agriculture and Food
Breakdown by Main Categories of Complaint Received in 2002
| | |
| REP Scheme | 34 |
| Livestock Grants | 66 |
| Early Retirement Scheme | 25 |
| Disease Eradication Scheme | 5 |
| Milk Quota | 7 |
| Farm Development Grants | 16 |
| No Reply to Correspondence | 2 |
| Area Aid | 12 |
| Land Commission | 2 |
| Miscellaneous | 17 |
| Total | 186 |
11. Department of Education and Science
Breakdown by Main Categories of Complaint Received in 2002
| | |
| Higher Education Grants & Fees | 29 |
| Delay / Failure to Reply | 14 |
| School Transport | 8 |
| Examinations | 5 |
| Miscellaneous | 40 |
| Total | 96 |
12. Office of the Revenue Commissioners
Breakdown by Main Categories of Complaint Received in 2002
| | |
| Income Tax | 80 |
| VAT / Inheritance / CGT | 11 |
| Customs and Excise | 4 |
| Stamp Duty | 1 |
| Miscellaneous | 16 |
| Total | 112 |
| | |
13. Department of the Environment and Local Government
Breakdown by Main Categories of Complaint Received in 2002
| | |
| Housing Loans and Grants | 5 |
| Motor Tax/Driving Licence/Driving Test | 4 |
| No Reply to Correspondence | 6 |
| Miscellaneous | 8 |
| Total | 23 |
14. Department of Health and Children
Breakdown by Main Categories of Complaint Received in 2002
| | |
| No Reply to Correspondence | 44 |
| General Registrar's Office | 1 |
| Drug Payment Scheme | 3 |
| Miscellaneous | 4 |
| Total | 12 |
15. Local Authorities
Breakdown by Main Categories of Complaint Received in 2002
| | | | |
| Housing | | | 289 |
| | Allocations & Transfers | 139 | |
| | Loans & Grants | 66 | |
| | Repairs | 55 | |
| | Sales | 26 | |
| | Rents | 3 | |
| Planning | | | 170 |
| | Enforcement | 121 | |
| | Administration | 49 | |
| Roads and Traffic | | | 83 |
| Delay - Failure to Reply | | | 82 |
| Waste Disposal | | | 15 |
| Water Supply | | | 13 |
| Sewerage and Drainage | | | 12 |
| Service Charges | | | 23 |
| Motor Tax & Drivers Licence | | | 11 |
| Rates | | | 8 |
| Acquisition of land/rights | | | 7 |
| Access to Information on the Environment | | | 5 |
| Parks/Open Space | | | 5 |
| Miscellaneous | | | 58 |
| Total | | | 781 |
16. Health Boards
Breakdown by Main Categories of Complaint Received in 2002
| Supplementary Welfare Allowance | | | 100 |
| | Exceptional Needs Payment | 37 | |
| | Rent and Mortgage Allowances | 28 | |
| | Back to School - Clothing/footwear Allowance | 12 | |
| | Miscellaneous | 23 | |
| | | | |
| Health Services (General) | | | 56 |
| | Medical Card | 48 | |
| | Drugs, Medicines and Appliances | 8 | |
| | | | |
| Hospital Services | | | 118 |
| | Nursing Homes/Long Stay | 98 | |
| | Miscellaneous | 20 | |
| | | | |
| Delay / Failure to reply | | | 32 |
| Hospital Charges | | | 4 |
| Cash Payments (other than SWA) | | | 34 |
| Provision of Service | | | 10 |
| Dental Service | | | 15 |
| Services for the Elderly - Housing Aid | | | 19 |
| Childcare / Social Work Services | | | 13 |
| Miscellaneous | | | 88 |
| | | | |
| Total | | | 489 |
17. Valid Complaints Received by County in 2002
| Carlow | 24 |
| Cavan | 20 |
| Clare | 114 |
| Cork | 241 |
| Donegal | 64 |
| Dublin | 588 |
| Galway | 164 |
| Kerry | 75 |
| Kildare | 50 |
| Kilkenny | 30 |
| Laois | 59 |
| Leitrim | 18 |
| Limerick | 121 |
| Longford | 19 |
| Louth | 51 |
| Mayo | 127 |
| Meath | 63 |
| Monaghan | 21 |
| Offaly | 31 |
| Roscommon | 31 |
| Sligo | 53 |
| Tipperary | 88 |
| Waterford | 47 |
| Westmeath | 32 |
| Wexford | 64 |
| Wicklow | 69 |
| Outside Republic | 62 |
| TOTAL | 2326 |
18. Analysis of Complaints Completed in 2002
| Complaint Resolved | 499 |
| Partially Resolved | 58 |
| Assistance Provided | 814 |
| Not Upheld | 991 |
| Discontinued | 491 |
| Withdrawn | 27 |
| Total | 2880 |
19. Civil Service - Complaints Completed in 2002
| | Resolved | Partially Resolved | Assistance Provided | Discontinued | Withdrawn | Not Upheld | Total Completed |
| Social and Family Affairs | 35 | 1 | 157 | 105 | 7 | 232 | 537 |
| Agriculture and Food | 18 | 4 | 28 | 22 | 3 | 158 | 233 |
| Education and Science | 16 | 5 | 10 | 17 | 0 | 42 | 90 |
| Revenue | 14 | 2 | 54 | 22 | 0 | 36 | 128 |
| Environment and Local Government | 8 | 1 | 10 | 7 | 0 | 9 | 35 |
| Health and Children | 2 | 0 | 7 | 1 | 1 | 0 | 11 |
| Land Registry | 2 | 0 | 10 | 2 | 0 | 2 | 16 |
| Communications, Marine and Natural Resources | 2 | 0 | 6 | 2 | 1 | 7 | 18 |
| Justice, Equality and Law Reform | 5 | 0 | 10 | 3 | 0 | 4 | 22 |
| Enterprise, Trade and Employment | 1 | 0 | 4 | 0 | 0 | 2 | 7 |
| Office of Public Works | 4 | 0 | 1 | 2 | 0 | 5 | 12 |
| Others | 8 | 3 | 11 | 9 | 0 | 15 | 46 |
| Total | 115 | 16 | 308 | 192 | 12 | 512 | 1155 |
20. Local Authorities - Complaints Completed in 2002
| | Resolved | Partially Resolved | Assistance Provided | Discontinued | Withdrawn | Not Upheld | Total Completed |
| Carlow | 3 | 0 | 5 | 3 | 0 | 0 | 11 |
| Cavan | 4 | 0 | 5 | 0 | 1 | 2 | 12 |
| Clare | 7 | 2 | 9 | 3 | 0 | 16 | 37 |
| Cork City Council | 16 | 0 | 13 | 6 | 0 | 14 | 49 |
| Cork County | 14 | 1 | 10 | 9 | 0 | 24 | 58 |
| Donegal | 7 | 2 | 8 | 6 | 1 | 9 | 33 |
| Dublin City Council | 20 | 1 | 26 | 31 | 3 | 22 | 103 |
| Dún Laoghaire - Rathdown | 15 | 0 | 20 | 3 | 1 | 9 | 48 |
| Fingal | 11 | 0 | 11 | 5 | 0 | 14 | 41 |
| Galway City Council | 13 | 6 | 14 | 7 | 1 | 2 | 43 |
| Galway County | 12 | 1 | 16 | 7 | 0 | 2 | 38 |
| Kerry | 10 | 0 | 22 | 12 | 0 | 11 | 55 |
| Kildare | 10 | 1 | 5 | 2 | 0 | 3 | 21 |
| Kilkenny | 3 | 2 | 4 | 1 | 0 | 0 | 10 |
| Laois | 9 | 0 | 13 | 4 | 0 | 2 | 28 |
| Leitrim | 2 | 0 | 2 | 3 | 0 | 2 | 9 |
| Limerick City Council | 5 | 2 | 11 | 5 | 0 | 4 | 27 |
| Limerick County | 9 | 0 | 10 | 4 | 0 | 5 | 28 |
| Longford | 4 | 2 | 4 | 1 | 0 | 3 | 14 |
| Louth | 3 | 1 | 6 | 8 | 0 | 8 | 26 |
| Mayo | 19 | 1 | 24 | 4 | 0 | 13 | 61 |
| Meath | 7 | 1 | 14 | 2 | 0 | 2 | 26 |
| Monaghan | 1 | 0 | 0 | 5 | 0 | 1 | 7 |
| North Tipperary | 7 | 0 | 12 | 7 | 0 | 2 | 28 |
| Offaly | 4 | 0 | 2 | 3 | 0 | 4 | 13 |
| Roscommon | 5 | 1 | 5 | 1 | 1 | 4 | 17 |
| Sligo | 10 | 0 | 9 | 3 | 0 | 2 | 24 |
| South Dublin | 7 | 0 | 12 | 3 | 1 | 8 | 31 |
| South Tipperary | 4 | 0 | 3 | 2 | 0 | 3 | 12 |
| Waterford City Council | 5 | 0 | 1 | 0 | 0 | 1 | 7 |
| Waterford County | 6 | 1 | 6 | 1 | 0 | 0 | 14 |
| Westmeath | 3 | 0 | 5 | 1 | 0 | 5 | 14 |
| Wexford | 9 | 2 | 10 | 7 | 0 | 5 | 33 |
| Wicklow | 19 | 1 | 8 | 7 | 1 | 6 | 42 |
| TOTAL | 283 | 28 | 325 | 166 | 10 | 208 | 1020 |
Complaints received against Borough Councils Town Councils are included in the County figures
21. Health Boards - Complaints Completed in 2002
| | Resolved | Partially Resolved | Assistance Provided | Discontinued | Withdrawn | Not Upheld | Total Completed |
| Eastern | 1 | 0 | 1 | 0 | 0 | 0 | 2 |
| Midland | 21 | 0 | 7 | 5 | 0 | 17 | 50 |
| Mid-Western | 5 | 0 | 14 | 20 | 1 | 32 | 72 |
| North Eastern | 2 | 0 | 8 | 4 | 0 | 13 | 27 |
| North Western | 3 | 0 | 6 | 4 | 0 | 7 | 20 |
| South Eastern | 17 | 1 | 23 | 10 | 0 | 7 | 58 |
| Southern | 5 | 0 | 45 | 23 | 1 | 16 | 90 |
| Western | 8 | 11 | 12 | 23 | 0 | 36 | 90 |
| Northern Area | 10 | 0 | 14 | 17 | 1 | 46 | 88 |
| East Coast Area | 3 | 0 | 19 | 10 | 1 | 24 | 57 |
| South Western Area | 8 | 0 | 10 | 12 | 0 | 52 | 82 |
| Eastern Regional | 0 | 0 | 3 | 2 | 0 | 0 | 5 |
| Total | 83 | 12 | 162 | 130 | 4 | 250 | 641 |
22. An Post - Complaints Completed in 2002
| | Resolved | Partially Resolved | Assistance Provided | Discontinued | Withdrawn | Not Upheld | Total Completed |
| An Post | 18 | 2 | 19 | 3 | 1 | 21 | 64 |
| Total | 18 | 2 | 19 | 3 | 1 | 21 | 64 |
23. Analysis of Invalid Complaints Received in 2002
| Private Companies | 246 |
| Banking/Insurance | 203 |
| Public Bodies outside remit | 139 |
| Pay and Conditions | 71 |
| Courts/Gardaí | 100 |
| Miscellaneous | 124 |
| Total | 883 |