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Customer Charter - Customer Liaison Officer

Customer Liaison Officer

The Board has appointed a Customer Liaison Officer.

The handling of civil legal aid complaints, in accordance with the Board’s procedures, is subject to oversight by the Board’s Customer Liaison Officer.  The Customer Liaison Officer will conduct regular audits to ensure that complaints are being handled in accordance with procedure and in a fair and transparent manner.  In exceptional cases, where he/she finds that the complaint was not properly investigated, he/she may direct that the complaint be re-investigated.

For complaints made under section 38 of the Disability Act, 2005 the Legal Aid Board has designated the Customer Liaison Officer as an Inquiry Officer to investigate such complaints. Any individual can make a complaint to the Customer Liaison Officer if the Board has not complied with sections 25, 26, 27 or 28 of the Act. Complaints should be made in writing to the Customer Liaison Officer at the address below.

For complaints in relation to family mediation, where a reported problem remains unresolved, or if your complaint relates to a Regional Manager of Family Mediation or the Director of Family Mediation, you should send the complaint directly to the Customer Liaison Officer at the following address:

Legal Aid Board,
48-49 North Brunswick Street
Georges Lane
Dublin 7
D07 PE0C
Email: customerliaisonofficer@legalaidboard.ie

A full copy of our complaints procedure can be found in Customer Care and Complaints Procedure.

We welcome your comments, suggestions and views on any aspect of our service and please let us know if you are particularly pleased with any aspect of our service.