Customer Service - Complaints procedure

The Patents Office at all times seeks to deliver an efficient and effective service to its customers. We endeavour to give no grounds for complaint about any of our administrative actions or procedures. Nevertheless, things do go wrong. In such instances, staff who handled the matter which is the subject of a complaint will be assisted to deal with and resolve the problem, if necessary with the help and supervision of senior managers.

We believe that our customers have a right of complaint if a reasonable level and quality of service is not provided. All complaints will be dealt with in a fair and sympathetic manner.

Q.  Who can I complain to?  Who will deal with my complaint?

A.  You can make a complaint by contacting the Patents office :

In person
By phone or fax : 056-7720111
In writing : Patents Office, Government Buildings, Hebron Road, Kilkenny, R95 H4XC
By email : patlib@patentsoffice.ie
By completing and submitting the Complaints Form

Staff of the relevant section will attempt to resolve your complaint quickly, if necessary with the assistance of a supervisor or section head.

Q. What happens is I am dissatisfied with the response to my complaint from the section?

A. If you are not satisfied with the service being provided by the section you should write to the appropriate Head of Division.  Should you still remain dissatisfied with the response from the Head of Division you should write directly to the Controller of the Patents Office.

Q. How long will I have to wait for my complaint to be investigated?

A. An acknowledgement will be sent to you within two working days of the complaint being received.  A full written reply will issue within 10 working days of receipt of the complaint and we will inform you directly of any expected delays and provide a timeframe for resolution.

Office of the Ombudsman

If you feel you have been unfairly treated or are not satisfied with our decision on your complaint, you may contact the Office of the Ombudsman.  By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us.  The Ombudsman provides a free, impartial and independent dispute resolution services.

Contact details:

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2

Tel: Lo-Call 1890 22 30 30
Tel:  01 6395600
Fax: 01 6395674

E-mail:  info@ombudsman.ie

Contact the Patents Office

The Patents Office
Government Buildings
Hebron Road
Kilkenny

Tel: 00 353 56 7720111
Lo-Call: 1890 220223
Fax: 00 353 56 7720100
Lo-Call Fax: 1890 220120

E-mail:    patlib@patentsoffice.ie
Website: www.patentsoffice.ie