Tusla - Ireland's Child & Family Agency

Making a Comment, Compliment or Complaint

Please select an option below

Options available for contacting us

What do I need to include in my complaint?

What will happen next?

How long will it take the complaints officer to look into my complaint?

What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?

Still unsure how to make a complaint?

 

Options available for contacting us

In order to help you to do so the following options are available to you:

In Person

Talk to any member of Child and Family Agency staff, area manager or complaints officer.

'Tell Us' Form

You can submit your complaint or feedback using the 'Tell Us' form.  Staff can help you put your complaint or feedback in writing, if you require assistance. Select the appropriate form below:

Complaint     |     Feedback 

By E-mail

E-mail tellus@tusla.ie with your feedback

By Letter

Send a letter to any Child and Family Agency location. Staff can help you put your complaint in writing, if you require assistance.

Call or Text

Call 01 7718500 (9am to 5pm Monday - Friday)

Text 086 0142775

Accessibility

A National Specialist in Accessibility is available to provide guidance, advice and strategic support in the promotion of access for people with disabilities.


What do I need to include in my complaint?

A written complaint should include:

  • Who was involved?
  • What happened and when?
  • What are you concerned about?
  • Have you done anything else to resolve this matter?
  • What do you want to happen now?

It will also assist the complaints officer if any extra information and/or copies of other relevant documents are attached to your written complaint.

What will happen next?

  • In the case of a comment or a compliment we will send you a letter of acknowledgement if contact details are provided. All comments or compliments will be forwarded to the relevant service or staff member.
  • A verbal complaint will be acknowledged as soon as possible by the relevant staff member.
  • A written complaint will be acknowledged by a complaints officer in writing within 10 working days.

How long will it take the complaints officer to look into my complaint?

The complaints officer will look into your complaint within 30 working days of the date when it was acknowledged.

If it takes longer to look into all the issues raised in your complaint, the complaints officer will notify you within 30 working days and will give you an update on what is happening every 20 working days after that.

What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?

If you are not satisfied with the recommendations made by the complaints officer, you have the right to request a review.

If you are dissatisfied with the recommendations of a report you can seek a review by writing to the National Manager, Service User Experience and setting out in writing the grounds for your request. You must request a review within 30 working days of the investigation report being sent to you. The National Service User Experience Office will examine your request for a review and if appropriate assign a review officer to review your complaint.

You can contact the National Services User Experience Office at:

National Service User Experience Office
Tusla – Child and Family Agency
4th Floor, Brunel Building
Heuston South Quarter
Dublin 8

Tel:   01 771 8500
E-mail tellus@tusla.ie

If a review officer is appointed to investigate your request for a review, s/he will try to conduct and conclude the review process within 20 working days. If this is not possible, you will be informed of the additional time needed to complete the review.

If you are not satisfied with the outcome of the internal review or Tusla's response to your request for review, you have the right to refer the matter to the Office of the Ombudsman or the Office of the Ombudsman for Children.

Office of the Ombudsman

(9.15 - 5.30 from Monday - Thursday, 9.15 - 5.15 Friday)

18 Lower Leeson Street,
Dublin 2.
Phone: 01 6785222
Email: ombudsman@ombudsman.irlgov.ie
Website: http://www.ombudsman.gov.ie/

Ombudsman for Children's Office

(9.15 - 5.30 from Monday - Thursday, and 9.15 - 5.15 Friday)

Millennium House
52-56 Great Strand Street
Dublin 1.
Free-phone: 1800 20 20 40
Phone: 01 865 6800
Email: oco@oco.ie
Website: http://www.oco.ie

Whilst we attempt to respond to all forms of correspondance quickly, when local investigation is required you will understand that this takes time, but we will always do our best to act quickly and efficiently. We promise to keep you updated regularly on progress made.

Still unsure how to make a complaint?

If you are still not sure how to make a complaint to Tusla, please contact the "Tell Us" Helpdesk at the details below and we will assist you in making your complaint.


 

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