Our commitment to you
- Deliver our services to all customers, internal and external, in a timely, effective and professional manner, and in accordance with our values.
- Conduct our business in a fair, open and transparent manner, with regard to your privacy and confidentiality.
- Strive for excellence in the development and delivery of programmes and services through active consultation and continuous improvement.
- Committed to providing maximum possible access and choice in the delivery of our services, while endeavouring to accommodate particular language, diversity and physical access needs.
- Provide accurate, authoritative and independent advice and information in a form that best suits your needs.
- Resolve all complaints in an efficient and effective manner.
We welcome all comments and feedback on our Customer Charter, the attached action plan, or in fact any aspect of SEAI's customer service.
The Sustainable Energy Authority of Ireland also has a SEAI Code of Governance to ensure that the Board members and staff of SEAI function according to a set of agreed ethical principles which support the development of trust, confidence and teamwork in SEAI and promote a high performance culture
Complaints and appeals procedure
SEAI at all times seeks to deliver an efficient and effective service to its customers. We endeavour to give no grounds for complaint about any of our administrative actions or procedures. Nevertheless, things do go wrong. We believe that our customers have a right of complaint if a reasonable level and quality of service is not provided. All complaints will be dealt with in a fair and sympathetic manner.
Scope of this Procedure
This procedure is to guide members of the public through SEAI's complaints process.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
What can I complain about?
This procedure concerns complaints or appeals relating to delays, mistakes, instances where you did not receive the level of service you feel you are entitled to and decisions with which you are dissatisfied.
You can complain about things like:
- The quality and standard of any service we provide
- The quality of our facilities
- The quality and standards of administrative processes
Your complaint may involve more than one of SEAI's services or be about someone working on our behalf.
What issues are not covered?
There are some things we can't deal with through our complaints handling procedure. These include:
- A routine first time request for a service
- Matters which are the subject of litigation
- A request under freedom of information or data protection legislation
- A request for information or an explanation of policy or practice
- Requests for compensation from SEAI
- An attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision following an investigation. If you are still not satisfied, you can ask the Office of the Ombudsman for an independent review of the complaint
- Actions of staff which are not related to their role in SEAI
A complaint will not be dealt with should the complaint be considered to be trivial or frivolous. Should this be the case, the Information Officer will advise you of SEAI's views in respect of this and will not deal any further with the complaint.
If the complaint is considered to be vexatious SEAI's may choose to limit or cease correspondence with you. This decision will require the authorisation of the Chief Executive Officer (CEO) and will be recorded as part of the record of complaint.
Unreasonable, vexatious or abusive complainants, along with threats or abuse of staff will not be tolerated and, where appropriate, will be referred to An Garda Síochána. If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
Who can complain?
Anyone who receives, requests or is directly affected by the services of SEAI can make a complaint to us, including the representative of someone who is dissatisfied with our service. If you are making a complaint on someone else's behalf you will need their personal written consent.
How do I complain?
If you wish to make a complaint about the actions of SEAI or if you wish to appeal an SEAI decision the following is the procedure you need to follow:
When complaining, tell us:
- Your full name and address (in certain cases we may ask for proof of identity)
- As much as you can about the complaint
- What has gone wrong
- How you want us to resolve the matter
1st Line: On receipt, your complaint will be logged into SEAI's Complaint Register (CRM) and assigned to the relevant Programme Manager.
The Programme Manager will review your complaint and will reply to you within 2 working days of receiving it. If you feel that the response from the Programme Manager is not satisfactory, you can appeal this decision to the Head of Programme.
2nd line: The Head of Programme will review the matter and will revert to you within 5 working days. If you feel that you are still not satisfied with this decision, you will be able to request an internal review from the Head of Finance and Corporate Services ("HoF").
3rd line: The Information Officer will acknowledge your request, on behalf of the HoF, within 5 working days of receiving the request and will advise you of the likely timeframe to receiving a response (which will be made within 20 working days of receipt of original request).
If it is not possible for the HoF to deal with your complaint within 20 working days, a communication will be sent to you stating the reason for the additional time requirement and will include a progress report.
A full investigation into the complaint will be carried out by the HoF. If the complaint relates to the Finance and Corporate Services then the review will be made by another Manager of same level.
On completion of the investigation, a report will be prepared and a response will be sent to you.
The response will:
- Contain an account of the dispute at hand
- Address the issues outlined in your submission
- Where appropriate, the response will include a proposed remedy
- Contain a notification of your right to internal review by The Chief Executive Officer.
If you are not satisfied with the outcome or handling of your complaint, you may request in writing that the matter be escalated internally to the Chief Executive Officer (CEO).
4th line: The Information Officer will acknowledge you request, on behalf of the CEO, within 5 working days of receiving it and you will be advised of the likely timeframe to a receiving a response (which will be made within 20 working days of receipt of original request).
The CEO will implement a review process and will review all relevant reports and examine the complaint carefully.
On completion of his/her review, a response and proposed remedy (if appropriate) will be issued to you. The CEO's decision will constitute SEAI's final decision on your complaint. If you are not satisfied with the CEO's final decision, you may refer your complaint (and our replies) to the Ombudsman or Ombudsman for Children, as appropriate, for consideration.
SEAI Contact details
Any complaints and requests for appeals should be made in writing and addressed to:
Wilton Park House
Office of the Ombudsman
If you feel that you have been unfairly treated 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 dispute resolution service.
Contact details are as follows:
Office of the Ombudsman
18 Lower Leeson Street
Ombudsman for Children's Office
If you are a child or young person under 18 or an adult who knows a child who you feel has been unfairly treated, or you are not satisfied with our decision on your complaint, it is open to you to contact the Ombudsman for Children's Office. By law the Ombudsman for Children's Office can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in dealings with us. The Ombudsman for Children provides an impartial, independent and free complaints handling service.
Contact details are as follows:
Ombudsman for Children's Office
52-56 Great Strand Street