A new standardised complaints handling policy and procedure for local authorities has been developed by the County and City Management Association (CCMA) in collaboration with the Office of the Ombudsman. This marks the first time a uniform approach to complaints handling has been introduced across the sector. 

The policy, which will be implemented throughout this year, reflects the commitment of Ireland’s 31 local authorities to view complaints as opportunities to improve services and strengthen public confidence in local government. It was developed by the County and City Management Association (CCMA) in partnership with the Office of the Ombudsman. It marks the first time that local authorities have agreed a shared, sector-wide approach to managing complaints.

The policy sets out a clear process that local authorities will follow to manage and resolve complaints effectively. It emphasises achieving the best possible outcome between the public and the relevant local authority.  Each local authority will continue to manage complaints. However, the new policy will enable a consistent approach across all local authorities, to support timely and fair resolution of complaints.

In addition, the policy requires local authorities to give senior management periodic updates on complaints received. This will provide opportunity to drive service improvements and strengthen public confidence in local government.

Pictured at the launch at Local Government House (l-r): Elaine Cassidy, Director General of the Ombudsman Elaine Cassidy, Chair of the County and City Management Association (CCMA), Kieran Kehoe, Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, Ger Deering, Ombudsman, Paddy Mahon, CCMA Chairperson and Chief Executive of Longford County Council, and Pauline Mulligan, Local Government Management Agency (LGMA) Chief Executive Officer.

Kieran Kehoe, Chair of the CCMA Corporate and Emergency Planning Committee and Chief Executive of Meath County Council, said the new procedure reflects the central role of quality public services in local government work. “While local authorities already have complaints procedures in place, this initiative introduces a shared best-practice model that supports clear, consistent and timely handling of complaints. Importantly, it also reinforces the idea that complaints should be seen as an opportunity to improve services and build trust with the public.”

He added that it further develops the commitment of local authorities to view complaints as an opportunity to improve services and to build public trust. “This in turn will enhance the experience for engagement between the public and local authorities,” he pointed out.

Ombudsman and Information Commissioner Ger Deering welcomed the introduction of the policy, highlighting the importance of robust complaints processes in holding public services to account. He said the policy will support a consistent approach across all local authorities, strengthen engagement with the public, and create opportunities for learning that lead to better services.

The complaints handling policy and procedure template has been shared with all 31 local authorities. It will be rolled out across the sector during 2026. The new approach also aligns with existing legal requirements under the Ombudsman Act, which require public bodies to provide clear assistance, timely responses, and information on review and appeal options, including the right to complain to the Ombudsman.