- General Enquiries
- Rail Passenger Rights
- Comments or Complaints
- Complaints Procedure under Section 38 of the Disability Act 2005
Make a comment or complaint
The National Transport Authority is fully committed to delivering a high quality service and equality of treatment to all our customers. We welcome your comments, suggestions and views on any aspect of our service.
If, however, you are dissatisfied with the service you have received from us, you may submit a complaint as follows:
You can fill out the complaints form on our Transport For Ireland site, or follow the below procedure.
If you have a complaint about our service the best way to resolve it will usually be to contact the officer with whom you have been dealing. You can do this by phone, email or in writing.
If you feel this is not the right way to resolve your complaint or you have already tried and are not happy with the outcome, you can make a formal written complaint to the head of the section/division you have been dealing with. Our target is that your complaint will be acknowledged within 5 working days and a full response will be issued to you within 20 working days.
If you are still unhappy with the response you have received, or you have not received a response within a reasonable timeframe you can contact our complaints officer.
National Transport Authority
Tel: 01 879 8300
In the interests of expediency it is advisable to follow the procedures set out above and only revert to step 3 when steps 1 and 2 have been exhausted.
The complaints officer will deal with your complaint in a fair, impartial and confidential manner. Our target is to acknowledge your complaint within 5 working days. We will carry out an independent investigation into the circumstances of the complaint and make recommendations on how to best resolve your complaint, and if appropriate, measures will be put in place to prevent a similar occurrence / re-occurrence. Following this you will receive a final response in writing which should be within 20 working days of your complaint being received. If we require more time we will let you know why and when to expect our final reply.
If you are dissatisfied with the response from the complaints officer you have the option of making a complaint to the Office of the Ombudsman, whose role is to independently examine complaints from members of the public who feel they have been unfairly treated by public bodies. There is no charge for this service.
If you are a child or young person under 18 or an adult who knows a child who you feel has been unfairly treated, or you are not satisfied with our decision on your complaint, it is open to you to contact the Ombudsman for Children’s Office. By law the Ombudsman for Children’s Office can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in dealings with us. The Ombudsman for Children provides an impartial, independent and free complaints handling service.
Contact details are as follows: