Ombudsman Investigations & Reviews / Queries
Welcome to the Ombudsman section of the University's website. This section of the website is administered by the Office of the Chief Operations Officer and day-to-day responsibility for its maintenance and contents is the responsibility of the University Ombudsman Liaison Officer who can be contacted as per the 'Contact Details' section below.
This webpage is designed to assist anyone who wishes to excercise their right to take a complaint regarding an 'administrative decison' 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 sevice 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 Ombudsmans Office. 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 individuals treatment by the University. Further guidance on both of these complaints mechanisms is 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 he/she 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 Office of the Ombudsman provides an impartial, independent and free complaints handling service.
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. The Ombudsman for Children Office provides an impartial, independent and free complaints handling service.
Contact details for both (A) and (B) above can be found on the 'Internal and External Links' section below.
Prior to making a complaint to either Ombudsman's office a complainant should, in the first instance, bring the complaint through the relevant internal complaints mechanism of the University. Some of the more likely University complaint mechanisms are listed below. Please click on the relevant link to obtain additional guidance on each one.
Internal University Links
DCU Ombudsman Liaison Officer
DCU Ombudsman Liaison Officer,
Office of the Chief Operations Officer,
Room A201A Albert College,
DCU Glasnevin Campus,
Collins Avenue Extension,
T: 01 700 8706
Or alternatively click here to send an email to the DCU Ombudsman Liaison Officer.
Office of the Ombudsman
Office of the Ombudsman,
6 Earlsfort Terrace,
T: 1830 22 3030 (lo-call) / 01 639 5600
Office of the Ombudsman for Children
Ombudsman for Children's Office,
52- 56 Great Strand Street,
T: 1800 20 2040 (Freephone)