Ombudsman Liaison
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 (LO).
This webpage 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
or
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' 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.
A specific Ombudsman Office guide to complaints in regard to education services is attached below.
The Office of the Ombudsman recommends that each public body under its remit, including universities, appoint a designated Ombudsman Liaison Officer (LO). The DCU Liaison Officer is the University Risk & Compliance Officer.
The LO’s functions are to:
-
Act as the initial DCU point of contact for the Ombudsman’s Office;
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Ensure that any written or oral enquiries from the Ombudsman’s Office are immediately directed to the appropriate sections of DCU for attention;
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Assist staff in meeting their obligation to respond to all queries made by the Ombudsman;
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Ensure that all time limits applying to requests for information, or for responses to complaints, from the Ombudsman are met;
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Ensure that all relevant files and documents are readily available for inspection when requested by the Ombudsman’s Office; &
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Ensure that the Ombudsman’s staff are provided with suitable facilities on any visits to DCU.
Prior to making a complaint to the Ombudsman's Office a complainant should, in the first instance, bring the complaint through the relevant internal complaints mechanism of the University.
Information on the more commonly used complaints mechanisms operating within DCU may be accessed at the links below.
Complaints made under the Student Grievance Procedure
Complaints made under the 2005 Disability Act
Complaints made under the Dignity and Respect at Work and Study Policy
Office of the Ombudsman
If you are unhappy with our response to a complaint/appeal then you can make a complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
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 01 639 5600 if you have any queries or if you need help making your complaint.
Please note that the Ombudsman cannot investigate complaints about academic judgement. For more information on academic judgment please review the Ombudsman’s factsheet on education services which is available on its website. You can also contact the Office of the Ombudsman.
Please note the Ombudsman process is not an appeal of a decision but an investigation of the administrative actions taken by our office in our interactions with you and in delivering the services we provide.
A guide for staff of the University and its campus companies to the role of the DCU Ombudsman Liaison Officer and a description of how the review process is managed on receipt of a query from the Ombudsman is provided below.
DCU Ombudsman Liaison Officer
Office of the Chief Operations Officer
Room A201A Albert College
DCU Glasnevin Campus
Collins Avenue Extension
D09 V209
T: 01 700 8706
Or alternatively send an email to the DCU Ombudsman Liaison Officer.
Please Note
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 as 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.
Office of the Ombudsman
6 Earlsfort Terrace
Dublin 2
D02 W773
T: 1830 22 3030 (lo-call) / 01 639 5600
E: info@ombudsman.ie
W: www.ombudsman.ie
Ombudsman for Children's Office
Millennium House
52- 56 Great Strand Street
Dublin 1
D01 F5P8
T: 1800 20 2040 (Freephone)
E: oco@oco.ie
W: www.oco.ie