Carlow Local Authorities are committed to the provision of high quality relevant services in an open and responsive manner.
Phone: 059 9170300

Customer Service

• Customer service action plan ( pdf 68kb )

Carlow Local Authorities are very conscious of the need to ensure that our service objectives and strategies are pursued in a manner that produces a high degree of customer satisfaction. In order to ensure that our services are responsive, of high quality and delivered in a customer friendly way, we have published a customer service action plan.

The plan sets out the basic principles of customer service adopted by the Council. Please take the time to review it.

Customer Complaints Procedure

• Customer complaints procedure ( pdf 164kb )
• Carlow Local Authorities contact details ( internal link )

The customer complaints leaflet, available for download below, sets out our procedures for dealing with complaints. Any individual, company or organisation may make a complaint.

1. We will treat your complaint properly, fairly and impartially. Making a complaint will have no implication for your dealings and contacts with Carlow Local Authorities.
2. An officer of the council other than those involved in the original decision or action will carefully examine your complaint.
3. Correspondence about your complaint will be filed separately from other information held about you.
4. We will examine and review your complaint and send a reply to you within 15 working days of receipt of your complaint. Where it is not possible to meet this target, we will inform you and continue to do so until the matter is resolved.
5. We will apologise for any mistake, explain what happened and put it right wherever possible.

Freedom of information Act

• Freedom of information Act frequently asked questions ( word 32kb )

The Freedom of Information Act came into effect for local authorities on 21st October 1998. This Act gives you the right to access records held by Carlow Local Authorities. If you are refused access to records the Local Authority must give you an explanation. A decision on your request will normally be made within four weeks. All requests must be in writing.

Office of the Ombudsman

• Browse the Office of the Ombudsman website ( enternal link )

If you feel that you have been unfairly treated by Carlow Local Authorities or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. 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 resolution service.