Office of the Ombudsman
Welcome to the Ombudsman section of the University's website, which provides summary information on the two statutory ombudsman offices.
This section of the website is administered by the Governance & Compliance Section and day-to-day responsibility for its maintenance and contents is the responsibility of the University Ombudsman Liaison Officers who can be contacted as per the 'Contact Details' section below.
The Office of the Ombudsman in Ireland was set up under the terms of the Ombudsman Act 1980, as amended by the Ombudsman Act 2012. The Ombudsman for Children in Ireland is a statutory office established under the Ombudsman for Children Act 2002. Both Offices require public bodies to have designated Ombudsman Liaison Officers.
The function of the Ombudsman is to examine complaints from people who feel they have been unfairly treated by a public service provider, while the Ombudsman for Children exists to promote the rights and welfare of children and young people up to 18 years old and to investigate complaints made by children or on behalf of children against public bodies, schools and hospitals.
This webpage is designed to assist anyone who wishes to exercise their right to take a complaint regarding an 'administrative decision' taken by the University to either the Office of the Ombudsman or the Office of the Ombudsman for Children.
For the purposes of this right a valid complaint exists where:
'a decision or action is taken which relates to the provision of service or the performance of a function (or the absence of either) which, it is claimed by the complainant, is not in accordance with the rules, practice, or policy of the University or the generally accepted principles of equity and good administrative practice and which adversely affects the complainant'.
With effect from May 1st 2013, in circumstances where all of the relevant University's internal complaints review procedures have been exhausted, and where a complainant is still unhappy with the outcome of their complaint, a further complaint may be made to the appropriate Ombudsman’s Office. You must complain to the Ombudsman within 12 months of the action or decision that has negatively affected you. If more than 12 months has passed, they may still be able to help if there is a good reason for the delay.
By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service.
The University can be subjected to reviews by either the Office of the Ombudsman, or the Office of the Ombudsman for Children as appropriate, where a compliant is made regarding an individual’s treatment by the University.
Further guidance on both of these complaints mechanisms are set out below.
A) Office of the Ombudsman
The Office of the Ombudsman is empowered to examine complaints arising from any action taken by, or on behalf of, the University in the performance of its administrative functions (for complaints relating to a 'Minor' see section (b) below). Prior to making a complaint to the Office of the Ombudsman a complainant is advised to use the relevant internal complaint mechanism provided by the University depending on the nature of the complaint. If a complainant is not satisfied with the outcome after using the relevant internal complaint mechanism the complainant may raise the issue with the Office of the Ombudsman. The powers of the Ombudsman are extensive and can direct the University to amend its procedures so that a complainant is put into a position such as they would be in had the issue complained of never arose.
The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
- Or writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
- Or calling the Ombudsman on 01 636 5600 if you have any queries or if you need help making your complaint.
B) Office of the Ombudsman for Children
If you are a child or young person aged under 18 (defined in law as a 'Minor'), or an adult acting on behalf of a Minor, and you have a complaint regarding the manner in which you have been treated by the University you may contact the Office of the Ombudsman for Children to investigate the complaint. Prior to making a complaint to the Office of the Ombudsman for Children a complainant is advised to use the relevant internal complaint mechanism provided by the University depending upon the nature of the complaint. By law, the Ombudsman for Children's Office can investigate complaints about any of the University's administrative actions or procedures as well as delays or inaction in dealing with the University.
Ombudsman contact details are as follows:
Office of the Ombudsman
6 Earlsfort Terrace
Phone: +353 1 639 5600
Lo-call: 1890 22 30 30 (charges may vary)
Email: email@example.com or firstname.lastname@example.org
Please click the following link for information on education services provided by The Office of the Ombudsman
The Ombudsman and education services
Contact details for the Liaison Officers in the University:
Joanne Lumley, Blanchardstown, D15 YV78, Ireland
Tel: +353 1 8851503
Brian Forbes, Grangegorman, D07H6K8, Ireland
Tel: +353 1 2205071
Gwen Cassidy, Tallaght, D24 FKT9, Ireland
Tel: +353 1 4042144