Complaints Procedure

A leaflet is available in hard copy from any of our offices, and it is also available in alternative formats including: large text print, Braille or audio cassette from our Headquarters.

Introduction

This section of the website details our procedure for answering your complaints. The procedure is set out in our Customer Charter(278kb), but is repeated here for ease of reference.

You can also report a defect on the road network, or report a fault with a street light.

What is a complaint?

We consider a complaint to be any expression of dissatisfaction about the services we provide (including our standards of service and the manner in which we deal with customers).

How to make a complaint

If you are not happy with any aspect of the services we provide you can telephone, visit, write to or e-mail us.

You will find telephone and fax numbers, addresses and e-mail addresses for our offices on the ‘contact us’ page of this site.

How quickly we will respond

We aim to:

• respond to all verbal complaints (those made by phone or during visits to us) by the end of the next working day; and
• Issue substantive replies to 95% of written complaints (including faxes and e-mails) within 15 working days.

If a full investigation is going to take longer, we will let you know the reason and when you can expect a response.

Most problems can be sorted out at your local office. If you are not happy with our response at that level you should write to the Divisional Roads Manager for your area.

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If you are still not satisfied

If you remain dissatisfied with the response from the Chief Executive, you can ask a member of the Northern Ireland Assembly (not necessarily your own) to refer your complaint to the Northern Ireland Ombudsman. The Ombudsman will expect you to have used the procedure outlined above before referring a complaint.

You can contact the Northern Ireland Ombudsman for advice by:

Telephone: (0800) 343424 (this call is free of charge)

Fax:(028) 9023 4912

E-mail:ombudsman@ni-ombudsman.org.uk

Letter:The Ombudsman, Freepost, Belfast, BT1 6HN

or

In person (between 9.30am and 4.00pm) at:

The Ombudsman’s Office, 33 Wellington Place, Belfast, BT1 6HN.

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