The Northern Ireland Statistics and Research Agency (NISRA) takes all complaints about the quality of its services seriously. We will provide a timely response and a full and fair investigation of your complaint.
How to make a complaint
Our Complaints Procedure is designed to address any specific concerns that relate to the quality of customer service provided by our staff. This might include such things as:
- maladministration
- delays in receiving information/responses within accepted timeframes
- difficulty in contacting the correct office, branch or person
- incorrect information or guidance issued by the Department
- attitude and conduct of staff
Informal procedure
Initially you should take up your complaint directly and informally with the person with whom you have been in contact. You can express your dissatisfaction in writing or by telephone. If you are putting your complaint in writing, please clearly state the reason for your complaint in the ‘Subject’ bar of your email, or at the top of your letter, and provide as much information as possible about your complaint along with contact details, such as your name, telephone number, email address and/or postal address. You can expect a reply from us within 10 working days. Our reply will also include details of the person (i.e. the line manager) you can complain to if you are not happy with the response at this stage.
Formal procedure
NISRA has the following 2-stage formal complaints process:
Stage 1
If you are not satisfied with the initial response, you should send a written complaint to the line manager of the person you have been dealing with. Please clearly state the reason for your complaint in the ‘Subject’ bar of your email, or at the top of your letter, and provide as much information as possible about your complaint along with contact details, such as your name, telephone number, email address and/or postal address. Our target for replying to formal complaints is 10 working days from the date of receipt. If a full reply cannot be issued within this time (e.g. if further information is required), an interim reply should be issued which will include an indication as to when a final reply can be expected. Contact details for the Chief Executive will also be included in the substantive response.
Stage 2
If you are not satisfied with our response at Stage 1, you can write to the Chief Executive of the Agency. You will receive a full response within a further 15 working days.
Chief Executive
Northern Ireland Statistics and Research Agency
Colby House
Stranmillis Court
BELFAST BT9 5RR
Email: info@nisra.gov.uk
You will receive a full response within a further 15 working days.
Northern Ireland Public Services Ombudsman
If you continue to be dissatisfied, you can bring your complaint to the Northern Ireland Public Services Ombudsman (NIPSO) within six months of the completion of NISRA’s internal complaints procedure. (The NIPSO, in certain circumstances, may investigate a complaint outside the time limit.) You can contact the NIPSO at:
NIPSO
Progressive House
33 Wellington Place
Belfast BT1 6HN
Email: nipso@nipso.org.uk
Please note that this complaints procedure only relates to complaints about the service we (NISRA) provides and not about Government policy, the content of legislation or contractual issues. However when your complaint does not involve NISRA, or is a matter outside our control, we will do our best to advise you how to pursue it.
Helping us to improve our service
We aim to improve our service by:
- Listening to your views and ideas;
- Taking full account of your complaints;
- Undertaking customer surveys;
- Reviewing and evaluating our performance periodically and publishing the results; and
- Maintaining a Complaints Register for the Agency.
The General Register Office Complaints Procedure
The General Register Office (GRO) takes all complaints about the quality of their services seriously. We will provide a timely response and a full and fair investigation of your complaint.
How to make a complaint
Our Complaints Procedure is designed to address any specific concerns that relate to the quality of customer service provided by our staff. This might include such things as:
- maladministration
- delays in receiving information/responses within accepted timeframes
- difficulty in contacting the correct office, branch or person
- incorrect information or guidance issued by the Department
- attitude and conduct of staff
Informal procedure
Initially you should take up your complaint directly and informally with the person with whom you have been in contact. You can express your dissatisfaction in writing or by telephone. If you are putting your complaint in writing, please clearly state the reason for your complaint in the ‘Subject’ bar of your email, or at the top of your letter, and provide as much information as possible about your complaint along with contact details, such as your name, telephone number, email address and/or postal address. You can expect a reply from us within 10 working days. Our reply will also include details of the person (i.e. the line manager) you can complain to if you are not happy with the response at this stage.
Formal procedure
The General Register Office has the following 2-stage formal complaints process:
Stage 1
If you are not satisfied with the initial response, you should send a written complaint to the line manager of the person you have been dealing with. Please clearly state the reason for your complaint in the ‘Subject’ bar of your email, or at the top of your letter, and provide as much information as possible about your complaint along with contact details, such as your name, telephone number, email address and/or postal address. Our target for replying to formal complaints is 10 working days from the date of receipt. If a full reply cannot be issued within this time (e.g. if further information is required), an interim reply should be issued which will include an indication as to when a final reply can be expected. Contact details for the Chief Executive will also be included in the substantive response.
Stage 2
If you are not satisfied with our response at Stage 1, you can write to the Deputy Registrar General. You will receive a full response within a further 15 working days.
The Deputy Registrar General
The General Register Office
Colby House, Stranmillis Court
Belfast BT9 5RR
Email: info@nisra.gov.uk
Northern Ireland Public Services Ombudsman
If you continue to be dissatisfied, you can bring your complaint to the Northern Ireland Public Services Ombudsman (NIPSO) within six months of the completion of NISRA’s internal complaints procedure. (The NIPSO, in certain circumstances, may investigate a complaint outside the time limit.) You can contact the NIPSO at:
NIPSO
Progressive House
33 Wellington Place
Belfast BT1 6HN
Email: nipso@nipso.org.uk
Please note that this complaints procedure only relates to complaints about the service we (The General Register Office) provides and not about Government policy, the content of legislation or contractual issues. However when your complaint does not involve GRO, or is a matter outside our control, we will do our best to advise you how to pursue it.
Helping us to improve our service
- Listening to your views and ideas;
- Taking full account of your complaints;
- Undertaking customer surveys;
- Reviewing and evaluating our performance periodically and publishing the results; and
- Maintaining a Complaints Register for the General Register Office.