Annual Report of the Ombudsman 2000
Chapter Six - Statistics
1. Overview of 2000 complaints |
|
|
|
|
|
|
Complaints |
Numbers |
|
|
|
|
|
Received in 2000 |
5102 |
|
|
Outside Jurisdiction |
2966 |
|
|
Total within Jurisdiction |
2136 |
|
|
Carried forward from 1999 |
999 |
|
|
Total on hand for 2000 |
3135 |
|
|
Completed in 2000 |
2075 |
|
|
Carried forward to 2001 |
1060 |
|
|
|
|
|
Enquiries |
4441 |
|
|
2. 10 Year Trend of Valid Complaints Received |
|
1991 |
2603 |
|
1992 |
2637 |
|
1993 |
2419 |
|
1994 |
2489 |
|
1995 |
2250 |
|
1996 |
2536 |
|
1997 |
3126 |
|
1998 |
2876 |
|
1999 |
2685 |
|
2000 |
2136 |
|
3. Analysis of Valid Complaints Received in 2000 |
|
Civil Service |
989 |
|
Local Authorities |
787 |
|
Health Boards |
304 |
|
Telecom Éireann |
0 |
|
An Post |
56 |
|
Total |
2136 |
5. Civil Service - Valid Complaints in 2000
|
Brought forward
from 1999 |
Received
in 2000 |
On hands
for 2000 |
|
|
|
|
|
Social, Community and Family Affairs |
147 |
454 |
601 |
|
Agriculture and Food |
180 |
224 |
404 |
|
Education and Science |
57 |
84 |
141 |
|
Revenue |
47 |
88 |
135 |
|
Environment and Local Government |
9 |
24 |
33 |
|
Health and Children |
16 |
16 |
32 |
|
Marine and Natural Resources |
14 |
12 |
26 |
|
Justice, Equality and Law Reform |
9 |
15 |
24 |
|
Office of Public Works |
4 |
8 |
12 |
|
Land Registry |
5 |
6 |
11 |
|
Enterprise, Trade and Employment |
4 |
5 |
9 |
|
Others |
23 |
53 |
76 |
|
Total |
515 |
989 |
1504 |
6. Local Authorities - Valid in 2000
|
Brought forward
from 1999 |
Received
in 2000 |
On hands
for 2000 |
|
|
|
|
|
Carlow |
1 |
7 |
8 |
|
Cavan |
1 |
5 |
6 |
|
Clare |
6 |
22 |
28 |
|
Cork Corporation* |
14 |
36 |
50 |
|
Cork County* |
17 |
46 |
63 |
|
Donegal* |
11 |
41 |
52 |
|
Dublin Corporation |
22 |
82 |
104 |
|
Dún Laoghaire - Rathdown |
11 |
45 |
56 |
|
Fingal* |
12 |
24 |
36 |
|
Galway Corporation* |
10 |
24 |
34 |
|
Galway County* |
15 |
21 |
36 |
|
Kerry |
15 |
20 |
35 |
|
Kildare |
14 |
18 |
32 |
|
Kilkenny |
10 |
23 |
33 |
|
Laois* |
4 |
25 |
29 |
|
Leitrim |
3 |
2 |
5 |
|
Limerick Corporation* |
9 |
25 |
34 |
|
Limerick County* |
9 |
15 |
24 |
|
Longford |
5 |
8 |
13 |
|
Louth |
9 |
9 |
18 |
|
Mayo |
28 |
33 |
61 |
|
Meath* |
8 |
34 |
42 |
|
Monaghan |
3 |
3 |
6 |
|
Offaly |
9 |
9 |
18 |
|
Roscommon |
12 |
18 |
30 |
|
Sligo* |
7 |
13 |
20 |
|
South Dublin |
15 |
34 |
49 |
|
Tipperary (NR)* |
5 |
21 |
26 |
|
Tipperary (SR)* |
5 |
17 |
22 |
|
Waterford Corporation* |
4 |
9 |
13 |
|
Waterford County* |
4 |
12 |
16 |
|
Westmeath |
3 |
14 |
17 |
|
Wexford |
22 |
39 |
61 |
|
Wicklow |
16 |
33 |
49 |
|
TOTAL |
339 |
787 |
1126 |
Complaints received against Borough Corporations, Urban District
Councils and Town Commissioners are included in the County figures.
*Monthly CIC visits or one-day visits were made to this County during
2000 and this is likely to have affected the number of complaints
received.
7. Health Boards - Valid Complaints in 2000
|
Brought forward
from 1999 |
Received
in 2000 |
On hands
for 2000 |
|
Eastern |
26 |
45 |
71 |
|
Midland |
8 |
18 |
26 |
|
Mid-Western |
16 |
16 |
32 |
|
North Eastern |
2 |
11 |
13 |
|
North Western |
7 |
22 |
29 |
|
South Eastern |
21 |
23 |
44 |
|
Southern |
16 |
38 |
54 |
|
Western |
24 |
50 |
74 |
|
*Northern Area |
0 |
27 |
27 |
|
*East Coast Area |
0 |
21 |
21 |
|
*South Western Area |
0 |
32 |
32 |
|
**Eastern Regional |
0 |
1 |
1 |
|
|
|
|
|
Total |
120 |
304 |
424 |
*These three new Area Health Boards were established on 1 March
2000 and are now responsible for the former Eastern Health Board area.
** The Eastern regional Health Authority was established on 1 March
2000 with responsibility for strategic planning for the three new Area
Health Boards.
8. Telecom Éireann and An Post - Valid Complaints in 2000
|
Brought forward
from 1999 |
Received
in 2000 |
On hands
for 2000 |
|
Telecom Éireann |
13 |
0 |
13 |
|
An Post |
12 |
56 |
68 |
|
Total |
25 |
56 |
81 |
9. Department of Social, Community and Family Affairs
Breakdown by Main Categories of Complaint Received in 2000
|
Old Age and Retirement Pensions |
109 |
|
Unemployment Payments |
101 |
|
Disability, Invalidity and Maternity Payments |
68 |
|
Widows and One Parent Family Payment |
44 |
|
Fuel Allowance and Free Schemes |
24 |
|
Back to work / Education Allowance |
22 |
|
Carer's Allowance |
22 |
|
PRSI |
12 |
|
Occupational Injury Benefit |
11 |
|
Treatment Benefits |
9 |
|
Child Benefit |
4 |
|
Family Income Supplement |
3 |
|
Miscellaneous |
25 |
|
Total |
454 |
10. Department of Agriculture and Food |
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
REP Scheme |
70 |
|
Livestock Grants |
62 |
|
Area Aid |
27 |
|
Early Retirement Scheme |
26 |
|
Disease Eradication Scheme |
12 |
|
Farm Development Grants |
9 |
|
No Reply to Correspondence |
7 |
|
Milk Quota |
3 |
|
Land Commission |
2 |
|
Miscellaneous |
6 |
|
Total |
224 |
11. Department of Education and Science |
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
Delay / Failure to reply |
36 |
|
Higher Education Grants and Fees |
16 |
|
School Transport |
9 |
|
Examinations |
3 |
|
Special Education |
2 |
|
Miscellaneous |
18 |
|
Total |
84 |
12. Revenue Commissioners |
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
Income Tax |
61 |
|
Customs and Excise |
10 |
|
VAT / Inheritance / CGT |
6 |
|
Stamp Duty |
5 |
|
No Reply to correspondence |
4 |
|
Miscellaneous |
2 |
|
Total |
88 |
13. Environment and Local Government |
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
No reply to correspondence |
8 |
|
Motor Tax / Driving Licence / Driving test |
5 |
|
New House Grant |
4 |
|
Miscellaneous |
7 |
|
Total |
24 |
14. Department of Health and Children |
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
General Registrar's Office |
9 |
|
No reply to correspondence |
2 |
|
Miscellaneous |
5 |
|
Total |
16 |
15. Local Authorities
Breakdown by Main Categories of Complaint Received in 2000
|
Housing |
|
|
331 |
|
Housing - Allocations and Transfers |
164 |
|
|
Housing - Repairs |
63 |
|
|
Housing - Loans and Grants |
50 |
|
|
Housing - Sales |
35 |
|
|
Housing - Rents |
19 |
|
|
Planning |
|
|
156 |
|
Planning - Enforcement |
121 |
|
|
Planning - Administration |
35 |
|
|
Roads and Traffic |
|
|
75 |
|
Delay - Failure to reply |
|
|
59 |
|
Sewerage & Drainage |
|
|
31 |
|
Service Charge |
|
|
20 |
|
Waste Disposal |
|
|
15 |
|
Rates |
|
|
12 |
|
Water Supply |
|
|
12 |
|
Motor Tax and Driver Licence |
|
|
11 |
|
Acquisition of land/rights |
|
|
6 |
|
Access to Information on the Environment |
|
|
4 |
|
Parks/Open Space |
|
|
4 |
|
Miscellaneous |
|
|
51 |
|
Total |
|
|
787 |
16. Health Boards |
|
|
|
|
|
|
Breakdown by Main Categories of Complaint Received in 2000 |
|
|
|
|
|
Supplementary Welfare Allowance |
|
|
107 |
|
Exceptional Needs Payment |
53 |
|
|
Back to School - clothing and footwear allowances |
23 |
|
|
Rent and Mortgage Allowances |
20 |
|
|
Miscellaneous |
11 |
|
|
|
|
|
|
Health Services (General) |
|
|
36 |
|
Medical Card |
29 |
|
|
Drugs, Medicines and Appliances |
7 |
|
|
|
|
|
|
Hospital Services |
|
|
59 |
|
Hospital Services - Nursing Homes/Long Stay |
44 |
|
|
Miscellaneous |
15 |
|
|
|
|
|
|
Delay / Failure to reply |
|
|
21 |
|
Cash Payments (other than SWA) |
|
|
14 |
|
Dental Service |
|
|
13 |
|
Services for the Elderly - Housing Aid |
|
|
11 |
|
Childcare / Social Work Services |
|
|
11 |
|
Provision of Service |
|
|
7 |
|
Hospital Charges |
|
|
3 |
|
Administration of Superannuation Scheme |
|
|
2 |
|
Miscellaneous |
|
|
20 |
|
Total |
|
|
304 |
17. Valid Complaints Received by County in 2000
|
|
|
Carlow |
23 |
|
Cavan |
17 |
|
Clare |
52 |
|
Cork |
217 |
|
Donegal |
123 |
|
Dublin |
531 |
|
Galway |
143 |
|
Kerry |
74 |
|
Kildare |
51 |
|
Kilkenny |
50 |
|
Laois |
45 |
|
Leitrim |
23 |
|
Limerick |
89 |
|
Longford |
22 |
|
Louth |
26 |
|
Mayo |
112 |
|
Meath |
82 |
|
Monaghan |
10 |
|
Offaly |
28 |
|
Roscommon |
35 |
|
Sligo |
38 |
|
Tipperary |
101 |
|
Waterford |
42 |
|
Westmeath |
38 |
|
Wexford |
71 |
|
Wicklow |
55 |
|
Outside Republic |
38 |
|
TOTAL |
2136 |
18. Analysis of Complaints Completed in 2000
|
|
|
Complaint Resolved |
460 |
|
Partially Resolved |
84 |
|
Assistance Provided |
488 |
|
Not Upheld |
770 |
|
Discontinued |
235 |
|
Withdrawn |
38 |
|
Total |
2075 |
19. Civil Service - Complaints Completed in 2000
|
|
|
|
|
|
|
|
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Social, Community and Family Affairs |
78 |
11 |
119 |
33 |
5 |
193 |
439 |
|
Agriculture and Food |
32 |
7 |
39 |
34 |
4 |
121 |
237 |
|
Education and Science |
29 |
5 |
18 |
8 |
1 |
35 |
96 |
|
Revenue |
18 |
6 |
27 |
13 |
2 |
18 |
84 |
|
Health and Children |
8 |
1 |
10 |
2 |
|
4 |
25 |
|
Environment and Local Government |
6 |
|
3 |
3 |
|
10 |
22 |
|
Marine and Natural Resources |
4 |
|
6 |
1 |
|
8 |
19 |
|
Justice, Equality and Law Reform |
4 |
|
9 |
|
|
5 |
18 |
|
Land Registry |
2 |
1 |
3 |
|
2 |
2 |
10 |
|
Enterprise, Trade and Employment |
1 |
|
4 |
|
|
3 |
8 |
|
Office of Public Works |
|
|
2 |
|
|
1 |
3 |
|
Others |
12 |
2 |
25 |
3 |
|
12 |
54 |
|
Total |
194 |
33 |
265 |
97 |
14 |
412 |
1015 |
20. Local Authorities - Complaints Completed in 2000
|
|
|
|
|
|
|
|
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Carlow |
2 |
1 |
1 |
2 |
|
|
6 |
|
Cavan |
1 |
|
2 |
|
|
1 |
4 |
|
Clare |
1 |
1 |
3 |
3 |
1 |
7 |
16 |
|
Cork Corporation |
6 |
|
2 |
5 |
|
12 |
25 |
|
Cork County |
7 |
1 |
7 |
7 |
1 |
17 |
40 |
|
Donegal |
10 |
|
6 |
7 |
|
8 |
31 |
|
Dublin Corporation |
22 |
4 |
5 |
10 |
4 |
19 |
64 |
|
Dún Laoghaire - Rathdown |
7 |
1 |
5 |
|
|
14 |
27 |
|
Fingal |
8 |
|
2 |
4 |
2 |
8 |
24 |
|
Galway Corporation |
7 |
1 |
4 |
3 |
|
8 |
23 |
|
Galway County |
7 |
2 |
1 |
1 |
|
10 |
21 |
|
Kerry |
5 |
2 |
5 |
3 |
1 |
6 |
22 |
|
Kildare |
6 |
1 |
2 |
5 |
1 |
4 |
19 |
|
Kilkenny |
6 |
1 |
7 |
4 |
|
5 |
23 |
|
Laois |
3 |
1 |
3 |
7 |
1 |
3 |
18 |
|
Leitrim |
2 |
|
|
|
|
1 |
3 |
|
Limerick Corporation |
3 |
|
3 |
1 |
|
10 |
17 |
|
Limerick County |
4 |
1 |
2 |
2 |
|
6 |
15 |
|
Longford |
3 |
|
1 |
1 |
|
2 |
7 |
|
Louth |
3 |
1 |
4 |
3 |
|
3 |
14 |
|
Mayo |
9 |
3 |
6 |
3 |
|
12 |
33 |
|
Meath |
4 |
3 |
7 |
4 |
|
2 |
20 |
|
Monaghan |
1 |
1 |
|
1 |
|
2 |
5 |
|
Offaly |
3 |
|
2 |
2 |
|
2 |
9 |
|
Roscommon |
6 |
|
3 |
1 |
|
7 |
17 |
|
Sligo |
5 |
2 |
1 |
|
|
5 |
13 |
|
South Dublin |
10 |
2 |
5 |
3 |
|
14 |
34 |
|
Tipperary (NR) |
3 |
2 |
7 |
1 |
|
5 |
18 |
|
Tipperary (SR) |
6 |
|
3 |
|
|
5 |
14 |
|
Waterford Corporation |
1 |
1 |
6 |
4 |
|
1 |
13 |
|
Waterford County |
2 |
|
3 |
2 |
|
3 |
10 |
|
Westmeath |
4 |
|
3 |
1 |
|
3 |
11 |
|
Wexford |
16 |
3 |
9 |
6 |
1 |
5 |
40 |
|
Wicklow |
7 |
4 |
6 |
6 |
1 |
6 |
30 |
|
TOTAL |
190 |
39 |
126 |
102 |
13 |
216 |
686 |
|
|
|
|
|
|
|
|
21. Health Boards - Complaints Completed in 2000
|
|
|
|
|
|
|
|
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Eastern |
10 |
2 |
7 |
7 |
|
41 |
67 |
|
Midland |
7 |
|
6 |
|
1 |
7 |
21 |
|
Mid-Western |
5 |
|
10 |
5 |
2 |
5 |
27 |
|
North Eastern |
1 |
|
2 |
|
1 |
2 |
6 |
|
North Western |
5 |
|
4 |
2 |
1 |
9 |
21 |
|
South Eastern |
10 |
|
4 |
5 |
|
16 |
35 |
|
Southern |
8 |
2 |
11 |
3 |
2 |
12 |
38 |
|
Western |
11 |
|
20 |
7 |
|
5 |
43 |
|
Northern Area |
3 |
1 |
4 |
1 |
1 |
6 |
16 |
|
East Coast Area |
|
|
1 |
1 |
2 |
5 |
9 |
|
South Western Area |
|
|
8 |
|
1 |
12 |
21 |
|
Eastern Regional |
|
|
|
|
|
|
0 |
|
|
|
|
|
|
|
|
|
Total |
60 |
5 |
77 |
31 |
11 |
120 |
304 |
22. Telecom Éireann/An Post - Complaints Completed in 2000
|
|
|
|
|
|
|
|
|
Resolved |
Partially Resolved |
Assistance Provided |
Discontinued |
Withdrawn |
Not Upheld |
Total Completed |
|
Telecom Éireann |
3 |
4 |
3 |
1 |
|
1 |
12 |
|
An Post |
13 |
3 |
17 |
4 |
|
21 |
58 |
|
Total |
16 |
7 |
20 |
5 |
0 |
22 |
70 |
23. Analysis of Invalid Complaints Received in 2000
|
|
|
Banking/Insurance |
984 |
|
Private Companies |
833 |
|
Public Bodies outside remit |
232 |
|
Courts/Gardaí |
181 |
|
Pay and Conditions |
82 |
|
Miscellaneous |
654 |
|
Total |
2966 |
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