Contact Information

The Office of the Ombudsman is open between 9.15 and 5.30 Monday to Thursday and 9.15 to 5.15 on Friday.

18 Lr. Leeson Street, Dublin 2.

Tel: +353-1-639 5600

Lo-call: 1890 223030

Fax: (01) 639 5674 Email: ombudsman@ombudsman.gov.ie

Annual Report of the Ombudsman 2006

CHAPTER 5: Statistics

Complaints received against Borough Councils, and Town Councils are included in the County figures.

*Monthly CIC visits or one-day visits were made to these counties in 2006 and this is likely to have affected the number of complaints received (NB - Do we have a list of the Monthly CIC's / one day visits?)

Complaints received against Borough Corporations, Urban District Councils and Town Commissioners are included in the County figures

1. Overview of 2006 complaints

Complaints	Numbers

Received in 2006	3281
Outside Jurisdiction	1036
Total within Jurisdiction	2245
Carried forward from 2005	838
Total on hand for 2006	3083
Completed in 2006	2187
Carried forward to 2007	896
Enquiries	8103

2. 10 Year Trend of Valid Complaints Received
1997	3126
1998	2876
1999	2685
2000	2136
2001	2539
2002	2326
2003	2213
2004	2064
2005	2243
2006	2245

3. Analysis of Valid Complaints Received in 2006
Civil Service	888
Local Authorities	845
Health Service Executive	398
An Post	114
Total	2245

4. Three Year Comparison - Valid Complaints Received

2006

2245

2005

2243

2004

2064

5. Civil Service - Valid Complaints Received in 2006

Brought forward from 2005

Received in 2006

On hands for 2006

Social and Family Affairs

58

257

315

Agriculture and Food

59

144

203

Education and Science

41

77

118

Revenue

36

156

192

Justice, Equality and Law Reform

31

86

117

Environment, Heritage and Local Government

13

18

31

Communications, Marine and Natural Resources

11

24

35

Health and Children

8

18

26

Transport

1

29

30

Foreign Affairs

4

9

13

Enterprise, Trade and Employment

4

10

14

Others

17

60

77

Total
283
888
1171

6. Local Authorities - Valid Complaints Received in 2006

Brought forward from 2005

Received in 2006

On hands for 2006

Carlow

4

15

19

Cavan

5

10

15

Clare

13

22

35

Cork City Council

13

23

36

Cork County

34

64

98

Donegal

36

32

68

Dublin City Council

36

90

126

Dún Laoghaire - Rathdown

12

22

34

Fingal

19

33

52

Galway City Council

3

27

30

Galway County

9

41

50

Kerry

11

31

42

Kildare

24

33

57

Kilkenny

5

24

29

Laois

13

17

30

Leitrim

2

6

8

Limerick City Council

6

17

23

Limerick County

3

19

22

Longford

8

0

8

Louth

11

40

51

Mayo

13

51

64

Meath

12

24

36

Monaghan

3

5

8

North Tipperary

1

12

13

Offaly

5

10

15

Roscommon

8

12

20

Sligo

15

10

25

South Dublin

6

36

42

South Tipperary

7

24

31

Waterford City Council

2

11

13

Waterford County

4

16

20

Westmeath

8

23

31

Wexford

14

18

32

Wicklow

14

27

41

Total
379
845
1224

7. Health Service Executive formerly Health Boards - Valid Complaints Received in 2006

Brought forward from 2005

Received in 2006

On hands for 2006

HSE: Midland Area - Formerly Midland Health Board

7

22

29

HSE: Mid-Western Area - Formerly Mid-Western Health Board

21

40

61

HSE: North Eastern Area - Formerly North Eastern Health Board

5

32

37

HSE: North Western Area - Formerly North Western Health Board

10

25

35

HSE: South-Eastern Area - Formerly South Eastern Health Board

12

19

31

HSE: Southern Area - Formerly Southern Health Board

17

45

62

HSE: Western Area - Formerly Western Health Board

14

44

58

HSE: Eastern Region, Northern Area Formerly Northern Area Health Board

16

56

72

HSE: Eastern Region, East Coast Area Formerly East Coast Area Health Board

13

37

50

HSE: Eastern Region, South Western Area Formerly South Western Area Health Board

29

74

103

HSE: (Eastern) Area - Formerly Eastern Regional Health Authority

4

4

8

Total
148
398
546

8. An Post - Valid Complaints Received in 2006

Brought forward from 2005

Received in 2006

On hands for 2006

An Post

28

114

142

Total
28
114
142

9. (a) Department of Social and Family Affairs

Breakdown by Main Categories of Complaint Received in 2006

Old Age & Retirement Pensions

63

Disability, Invalidity and Maternity Payments

50

Unemployment Payments

42

Widows and One Parent Family Payment

28

Fuel Allowance and Free Schemes

21

Carer's Allowance

13

Back to work / Education Allowance

7

No Reply to Correspondence

6

Occupational Injury Benefit

6

PRSI

5

Child Benefit

5

Family Income Supplement

2

Miscellaneous

9

Total
257

9. (b) Department of Agriculture and Food

Breakdown by Main Categories of Complaint Received in 2006

Single Farm Payment

57

REP Scheme

32

Livestock Grants

14

Farm Development Grants

11

Disease Eradication Scheme

6

No Reply to Correspondence

4

Milk Quota

3

Early Retirement Scheme

3

Area Aid

3

Forest Premium scheme

2

Area Based Allowance

1

Miscellaneous

8

Total
144

9. (c) Department of Education and Science

Breakdown by Main Categories of Complaint Received in 2006

Delay/Failure to Reply

23

Higher Education Grants & Fees

23

Examinations

9

NOVA

4

Special Education

3

School Transport

2

Recognition of Qualifications

2

Incremental Credit

2

School Bullying

1

Miscellaneous

8

Total
77

9. (d) Office of the Revenue Commissioners

Breakdown by Main Categories of Complaint Received in 2006

Income Tax

116

VAT / Inheritance / CGT

14

Recognition of Qualifications

4

Customs and Excise

2

Miscellaneous

20

Total
156

9. (e) Department of Justice, Equality & Law Reform

Breakdown by Main Categories of Complaint Received in 2006

Administration of Visa or Asylum Applications

33

Delay

19

No reply to correspondence

15

Quality of Service

4

Miscellaneous

15

Total
86

9. (f) Department of the Environment, Heritage and Local Government

Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence

7

Housing Loans and Grants

3

Motor Tax/Driving Licence/Driving Test

2

Miscellaneous

6

Total
18

9. (g) Department of Communications, Marine & Natural Resources

Breakdown by Main Categories of Complaint Received in 2006

Sea Fishing & Aquaculture Licensing

11

No reply to correspondence

6

Miscellaneous

7

Total
24

9. (h) Department of Health and Children

Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence

9

General Registrar's Office

2

Drug Payment scheme

1

Miscellaneous

6

Total
18

9. (i) Department of Transport

Breakdown by Main Categories of Complaint Received in 2006

Driving test

10

No Reply to Correspondence

6

NCT

6

Miscellaneous

7

Total
29

9. (j) Department of Foreign Affairs

Breakdown by Main Categories of Complaint Received in 2006

Passport Application

8

Miscellaneous

1

Total
9

9. (k) Department of Enterprise, Trade & Employment

Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence

2

Miscellaneous

8

Total
10

10. Local Authorities

Breakdown by Main Categories of Complaint Received in 2006

Housing

256

Allocations & Transfers

155

Loans & Grants

38

Repairs

32

Sales

20

Rents

11

Planning

235

Enforcement

131

Administration

104

Roads and Traffic

98

Delay/Failure to Reply

81

Waste Disposal

45

Water Supply

25

Quality of Service

21

Motor Tax & Drivers Licence

13

Sewerage and Drainage

11

Service Charges

9

Acquisition of land/rights

6

Parks/Open Space

5

Rates

3

Access to Information on the Environment

3

Provision of Service

3

Miscellaneous

31

Total
845

11. Health Service Executive

Breakdown by Main Categories of Complaint Received in 2006

Supplementary Welfare Allowance

93

Exceptional Needs Payment

43

Rent and Mortgage Allowances

14

Back to School - Clothing/Footwear Allowance

12

Miscellaneous

24

Health Services (General)

43

Medical Card

43

Hospital Services

79

Nursing Homes/Long Stay

57

Miscellaneous

22

Cash Payments (other than SWA)

38

Delay/Failure to Reply

34

Health Services

21

Childcare/Social Work Services

13

Services for the Elderly - Housing Aid

12

Hospital Charges

11

Provision of Service

8

Dental Service

5

Hospital Services Psychiatric

2

Miscellaneous

39

Total
398

12. Valid Complaints Received by County in 2006

Carlow

33

Cavan

25

Clare

61

Cork

222

Donegal

63

Dublin

605

Galway

148

Kerry

80

Kildare

70

Kilkenny

37

Laois

37

Leitrim

30

Limerick
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5. Civil Service - Valid Complaints Received in 2006

	Brought forward from 2005	Received in 2006	On hands for 2006
Social and Family Affairs	58	257	315
Agriculture and Food	59	144	203
Education and Science	41	77	118
Revenue	36	156	192
Justice, Equality and Law Reform	31	86	117
Environment, Heritage and Local Government	13	18	31
Communications, Marine and Natural Resources	11	24	35
Health and Children	8	18	26
Transport	1	29	30
Foreign Affairs	4	9	13
Enterprise, Trade and Employment	4	10	14
Others	17	60	77
Total	283	888	1171

6. Local Authorities - Valid Complaints Received in 2006

	Brought forward from 2005	Received in 2006	On hands for 2006
Carlow	4	15	19
Cavan	5	10	15
Clare	13	22	35
Cork City Council	13	23	36
Cork County	34	64	98
Donegal	36	32	68
Dublin City Council	36	90	126
Dún Laoghaire - Rathdown	12	22	34
Fingal	19	33	52
Galway City Council	3	27	30
Galway County	9	41	50
Kerry	11	31	42
Kildare	24	33	57
Kilkenny	5	24	29
Laois	13	17	30
Leitrim	2	6	8
Limerick City Council	6	17	23
Limerick County	3	19	22
Longford	8	0	8
Louth	11	40	51
Mayo	13	51	64
Meath	12	24	36
Monaghan	3	5	8
North Tipperary	1	12	13
Offaly	5	10	15
Roscommon	8	12	20
Sligo	15	10	25
South Dublin	6	36	42
South Tipperary	7	24	31
Waterford City Council	2	11	13
Waterford County	4	16	20
Westmeath	8	23	31
Wexford	14	18	32
Wicklow	14	27	41
Total	379	845	1224

7. Health Service Executive formerly Health Boards - Valid Complaints Received in 2006

	Brought forward from 2005	Received in 2006	On hands for 2006

HSE: Midland Area - Formerly Midland Health Board	7	22	29
HSE: Mid-Western Area - Formerly Mid-Western Health Board	21	40	61
HSE: North Eastern Area - Formerly North Eastern Health Board	5	32	37
HSE: North Western Area - Formerly North Western Health Board	10	25	35
HSE: South-Eastern Area - Formerly South Eastern Health Board	12	19	31
HSE: Southern Area - Formerly Southern Health Board	17	45	62
HSE: Western Area - Formerly Western Health Board	14	44	58
HSE: Eastern Region, Northern Area Formerly Northern Area Health Board	16	56	72
HSE: Eastern Region, East Coast Area Formerly East Coast Area Health Board	13	37	50
HSE: Eastern Region, South Western Area Formerly South Western Area Health Board	29	74	103
HSE: (Eastern) Area - Formerly Eastern Regional Health Authority	4	4	8
Total	148	398	546

8. An Post - Valid Complaints Received in 2006

	Brought forward from 2005	Received in 2006	On hands for 2006
An Post	28	114	142
Total	28	114	142

9. (a) Department of Social and Family Affairs
Breakdown by Main Categories of Complaint Received in 2006

Old Age & Retirement Pensions	63
Disability, Invalidity and Maternity Payments	50
Unemployment Payments	42
Widows and One Parent Family Payment	28
Fuel Allowance and Free Schemes	21
Carer's Allowance	13
Back to work / Education Allowance	7
No Reply to Correspondence	6
Occupational Injury Benefit	6
PRSI	5
Child Benefit	5
Family Income Supplement	2
Miscellaneous	9
Total	257

9. (b) Department of Agriculture and Food
Breakdown by Main Categories of Complaint Received in 2006

Single Farm Payment	57
REP Scheme	32
Livestock Grants	14
Farm Development Grants	11
Disease Eradication Scheme	6
No Reply to Correspondence	4
Milk Quota	3
Early Retirement Scheme	3
Area Aid	3
Forest Premium scheme	2
Area Based Allowance	1
Miscellaneous	8
Total	144

9. (c) Department of Education and Science
Breakdown by Main Categories of Complaint Received in 2006

Delay/Failure to Reply	23
Higher Education Grants & Fees	23
Examinations	9
NOVA	4
Special Education	3
School Transport	2
Recognition of Qualifications	2
Incremental Credit	2
School Bullying	1
Miscellaneous	8
Total	77

9. (d) Office of the Revenue Commissioners
Breakdown by Main Categories of Complaint Received in 2006

Income Tax	116
VAT / Inheritance / CGT	14
Recognition of Qualifications	4
Customs and Excise	2
Miscellaneous	20
Total	156

9. (e) Department of Justice, Equality & Law Reform
Breakdown by Main Categories of Complaint Received in 2006

Administration of Visa or Asylum Applications	33
Delay	19
No reply to correspondence	15
Quality of Service	4
Miscellaneous	15
Total	86

9. (f) Department of the Environment, Heritage and Local Government
Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence	7
Housing Loans and Grants	3
Motor Tax/Driving Licence/Driving Test	2
Miscellaneous	6
Total	18

9. (g) Department of Communications, Marine & Natural Resources
Breakdown by Main Categories of Complaint Received in 2006

Sea Fishing & Aquaculture Licensing	11
No reply to correspondence	6
Miscellaneous	7
Total	24

9. (h) Department of Health and Children
Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence	9
General Registrar's Office	2
Drug Payment scheme	1
Miscellaneous	6
Total	18

9. (i) Department of Transport
Breakdown by Main Categories of Complaint Received in 2006

Driving test	10
No Reply to Correspondence	6
NCT	6
Miscellaneous	7
Total	29

9. (j) Department of Foreign Affairs
Breakdown by Main Categories of Complaint Received in 2006

Passport Application	8
Miscellaneous	1
Total	9

9. (k) Department of Enterprise, Trade & Employment
Breakdown by Main Categories of Complaint Received in 2006

No Reply to Correspondence	2
Miscellaneous	8
Total	10

10. Local Authorities
Breakdown by Main Categories of Complaint Received in 2006

Housing			256
	Allocations & Transfers	155
	Loans & Grants	38
	Repairs	32
	Sales	20
	Rents	11
Planning			235
	Enforcement	131
	Administration	104

Roads and Traffic			98
Delay/Failure to Reply			81
Waste Disposal			45
Water Supply			25
Quality of Service			21
Motor Tax & Drivers Licence			13
Sewerage and Drainage			11
Service Charges			9
Acquisition of land/rights			6
Parks/Open Space			5
Rates			3
Access to Information on the Environment			3
Provision of Service			3
Miscellaneous			31
Total			845

11. Health Service Executive
Breakdown by Main Categories of Complaint Received in 2006


Supplementary Welfare Allowance			93
	Exceptional Needs Payment	43
	Rent and Mortgage Allowances	14
	Back to School - Clothing/Footwear Allowance	12
	Miscellaneous	24

Health Services (General)			43
	Medical Card	43

Hospital Services			79
	Nursing Homes/Long Stay	57
	Miscellaneous	22

Cash Payments (other than SWA)			38
Delay/Failure to Reply			34
Health Services			21
Childcare/Social Work Services			13
Services for the Elderly - Housing Aid			12
Hospital Charges			11
Provision of Service			8
Dental Service			5
Hospital Services Psychiatric			2
Miscellaneous			39
Total			398

12. Valid Complaints Received by County in 2006

Carlow	33
Cavan	25
Clare	61
Cork	222
Donegal	63
Dublin	605
Galway	148
Kerry	80
Kildare	70
Kilkenny	37
Laois	37
Leitrim	30
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