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General Enquiries

For feedback, comments or to make a complaint please fill out the relevant form on the Transport for Ireland website

National Transport Authority
Dún Scéine
Harcourt Lane
Dublin 2
D02 WT20

Údarás Náisúnta Iompair
Dún Scéine
Lána Fhearchair
Baile Átha Cliath 
D02 WT20

Tel: +353 1 879 8300

Fax: +353 1 879 8333

Taxi Information Line: 0761 064 000

 

Complaints Procedures

 

Complaints Procedure under Section 38 of the Disability Act 2005

 

Step 1

If you have a complaint please contact the officer who you have been dealing with.

You can do this by phone, email or in writing.

Step 2

If 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.

Step 3

If you are still unhappy with the response you have received, or you have not received a response within a reasonable time frame you can contact our complaints officer.

Complaints Officer
National Transport Authority
Dun Scéine
Harcourt Lane
Dublin 2
D02 WT20

Tel: 01 879 8300
Email: complaints@nationaltransport.ie

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.

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Tel: 01 6395674 / 1890 223030
www.ombudsman.ie
ombudsman@ombudsman.gov.ie

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, you can 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.

Ombudsman for Children’s Office
52-56 Great Strand St
Dublin 1
Free Phone: 1800 20 20 40
ococomplaint@oco.ie
www.oco.ie