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Annual Report of the Ombudsman 2008 (text version)

2.1 Complaints Management

2008 was a record year for complaints and enquiries. We received 2,787 valid complaints and 9,498 enquiries. This represents a rise of just over 8% in the number of complaints and a 1.7% rise in enquiries, as compared with 2007.  This is the highest level of complaints recorded since 1998. The pattern of growth is noteworthy with 2007 also being a record year, when complaint numbers grew by 14.8% and enquiry numbers by 15%, respectively. In addition, we also received a significant number of invalid complaints i.e complaints that are outside of my jurisdiction, . These are also growing in number with 1,154 received in 2008 as compared with 1,072 in the preceding year. We do, of course, offer guidance to such complainants, where possible, on referral to other appropriate mediation services.

Apart from the HSE, the percentage pattern of complaints against individual public bodies showed little change:

• Civil Service - accounted for 39.1%, down 2.3% on 2007,
• Local Authorities - accounted for 30.1%, down 3.3% on 2007,
• HSE - accounted for 27.5%, up 5.3% on 2007,
• An Post - accounted for 3.3%, up 0.3% on 2007.
  

The number of complaints received under the Disability Act 2005 was 6, as compared with 3 in 2007.

The total number of cases completed in 2008 was 2,701 as compared to 2,520 in 2007 - an increase of 7%. Progress on achieving case targets is rigorously monitored on a monthly basis by the internal office Management Advisory Committee. Individual sectoral areas and staff members have their targets under performance management plans closely reviewed on an ongoing basis. While the increase in complaints made in 2008, a particularly challenging year,was substantial, nevertheless we were pleased to have increased the number of case completions by 7%.

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