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Customer Complaints Process

The National Shared Services Office (NSSO) strives to deliver a high quality standard of service to our customers. If you have cause for complaint, it should be directed to the NSSO by either email or post (please see contact details below).
All complaints are treated promptly, fairly, impartially and in confidence. The NSSO will endeavor to learn from mistakes to ensure that errors are not repeated.
Please find the customer complaint and customer appeal forms;
Customer Complaint Form
Complaint Appeal Form

 

What is a Complaint?

We define a complaint as an expression of dissatisfaction about the standard of service provided by or on behalf of the NSSO, as laid out under the commitments in our Customer Charter.

 

Steps To Submitting A Complaint:

Step 1

You can make a formal complaint by submitting a Customer Complaint Form to the National Shared Services Office team and we will investigate it. If you are not satisfied with the outcome, you can move to Step 2.

Step 1 timeframe

We will acknowledge receipt of your complaint within three working days and a response will issue to you within 15 working days. If we need more time to investigate your complaint we will be in contact with you to explain why, and when you should receive a final response.

Step 2

If after completing step 1 you are not satisfied with the outcome, you can request an appeal to be carried out by completing a Complaint Appeal Form. You must meet at least one of the criteria listed on the appeals form in order for your complaint to be progressed:

  1. New relevant information has become available, which you believe may impact the findings of your complaint.
  2. You believe there was a failure on the part of the NSSO to examine a relevant and substantial issue in relation to your complaint.
  3. You believe there was a failure by the NSSO to obtain relevant and necessary information regarding the issue(s) listed in your complaint.
  4. You believe that your complaint has been misunderstood or misinterpreted by the NSSO. In this case you will need to provide evidence to support this.
  5. You believe that the decision of the NSSO was incorrect or unreasonable in the context of the complaint. In this case you will need to provide evidence to support this.

Step 2 timeframe

We will acknowledge receipt of your appeal request within three working days and a response will issue to you within 15 working days. If we need more time to investigate your complaint appeal we will be in contact with you to explain why, and when you should receive a final response.

How do I make a formal complaint?

A complaint can be made to the NSSO by completing a Customer Complaint Form and submitting it in either of the following ways:

  • By email: support@nssocomplaints.cloud.gov.ie
  • By post: Customer Complaints, National Shared Services Office, Block 5, Belfield Office Park, Beech Hill Road, Clonskeagh, Dublin 4, D04 A9P2.

What information should I provide?

You will help speed up the investigation of your complaint by completing each field on the Customer Complaint Form including:

  • The case number(s), if applicable, of the service or transaction you are dissatisfied with;
  • Your name, PPS number, and contact email address;
  • A brief description of the transaction or service you are dissatisfied with, and why.

Can I appeal to the Office of the Ombudsman?

No, you cannot appeal to the Office of the Ombudsman. The legislative basis for excluding the NSSO from the Ombudsman’s jurisdiction is set out in Section 5 of the Office of the Ombudsman Act, 1980, paragraph (d)(i)(a) which outlines that “The Ombudsman shall not investigate any action taken by or on behalf of a person- relating to or affecting the terms of conditions- upon and subject to which a person- holds any office.”
http://www.irishstatutebook.ie/1980/en/act/pub/0026/sec0005.html#sec5

For Pensions related complaints:

The NSSO Customer Complaints Procedure does not affect existing Circular appeals processes. Please be advised that you may refer your pension complaint to the Financial Services and Pensions Ombudsman. Further information can be accessed here.

Data protection:

The NSSO is committed to protecting the rights and privacy of individuals and the Customer Department/Public Service Body fully. This is in compliance with the Data Protection legislation and in line with accepted good industry practices. To find out more on data protection in the NSSO please see our data protection policy on the NSSO webpage.

Persistent complaints:

We would like to remind you of our mutual obligations under the relevant workplace code of practice for your Public or Civil Service organisation or department, with respect to our correspondence with each other. The NSSO are committed to incorporating consistent customer service standards to ensure a good customer experience for all customers. Unfortunately there are instances where the frequency of contact is excessive, which can have an effect on the ability of the NSSO to respond to other customers in a timely manner.

Examples of unreasonable persistence include:

  • Insisting a staff member looks again at the complaint after an appeal has been completed.
  • Changing the wording of a complaint to present it again as a new complaint, or continuing with an issue that has already been addressed.
  • Continuing to correspond about a complaint that has already been investigated by the Customer Support Manager.

If persistent correspondence continues, we will write to you explaining that an appeal has been carried out, that the office will not be taking any further action, and that your case will be closed.  We may take further action to ensure this type of behaviour does not continue. This includes:

  • Asking you to contact us by letter only.
  • Informing you that any new complaints relating to issues that have already been addressed will not be recorded as complaints. This does not limit the right of a person to complain about other issues of the NSSO.
  • Advising you that no future phone calls will be accepted by the NSSO concerning issues already dealt with.

The NSSO will decide to limit contact with an individual only after careful consideration of the circumstances.