Welcome to the Ombudsman Liaison section of the University's website.
This section is administered by the Office of the Chief Operations Officer (OCOO) with day-to-day responsibility for its maintenance and contents being the responsibility of the University Ombudsman Liaison Officer.
This section is intended to assist anyone who wishes to exercise their right to make a complaint regarding an 'administrative decision' taken by the University to either:
a) Office of the Ombudsman
b) Office of the Ombudsman for Children.
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'.
The University can be made subject to a review by the Office of the Ombudsman, or the Office of the Ombudsman for Children, where an individual makes a compliant to either agency regarding their own, or others, treatment by the University.
However, a complainant will generally need to be able to demonstrate that they have exhausted all of the relevant University's internal complaints review procedures before approaching the Ombudsman. Please see the 'Submitting a Complaint - Internal & external Links' tab below for guidance on the remit of the two Ombudsman's offices and an overview of how each carries out its respective tasks.
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.
Note: For complaints relating to a 'Minor' see the other tab in this section.
Prior to making a complaint to the Office of the Ombudsman a complainant is advised to firstly invoke 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 it 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.
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 then 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 firstly invoke 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.
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 below to obtain additional guidance on each one.
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.
1) Prior to making a complaint to the Ombudsman a complainant should, in the first instance, bring the complaint through the relevant internal complaints mechanism of the University. The Liaison Officer can be contacted to provide guidance on what the relevant internal mechanism might be.
2) The Liaison Officer is not empowered to investigate complaints independently on behalf of complainants. Instead, the relevant internal University complaints mechanism should be used. The Officer can however provide guidance on which mechanism may apply depending upon the circumstances of each case.