Ombudsman launches standardised local authority complaints policy

On Thursday 15 January 2026 Ombudsman Ger Deering and Chair of the County and City Management Association’s Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, Kieran Kehoe launched a new standardised complaints handling policy and procedure for local authorities across Ireland.

Staff from the Ombudsman’s Office have been working with the CCMA to develop the policy which will see a uniform approach to complaint handling across the local authority sector.

The policy sets out a simple process for making and managing complaints, with an emphasis on achieving the best possible outcome between the public and the relevant local authority. Complaints will continue to be managed by each local authority, but the common policy will enable a consistent approach across all local authorities, supporting the resolution of complaints in a timely and fair manner.

Ombudsman Ger Deering said:

“A robust complaints process is an important way for people to hold public services to account. This policy will support a clear and consistent approach for managing and addressing complaints across all local authorities. It will help to strengthen engagement between the public and councils and provide opportunities for learning that lead to better services. I commend the CCMA and the local government sector for their proactive approach to introducing this standardised policy.”

Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council Kieran Kehoe said:

“We would like to thank the Ombudsman’s Office for their support in developing this policy. Their insights into the complainants’ perspective were invaluable.”

The Complaint Handling Policy and Procedure template has been circulated to all 31 local authorities and will be implemented by local authorities throughout 2026.

The Local Authority’s Complaint Handling Policy and Procedure is available on the Guidance page on our website.