Making a comment, compliment or complaint about the service we provide 

In PHECC we want to provide you with the best possible service. There may be times, however, when you think we could do better. And sometimes you may even want to tell us about something we have done well.

How to make a comment or compliment? 

You may email feedback@phecc.ie or write if you know of an event or an experience where you wish to comment or compliment the service we provided. All comments or compliments will be forwarded to the relevant staff member. Your feedback is valuable to us as it can help us improve our service, and therefore the service you receive in the future

How to make a complaint?

If you are dissatisfied with some aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties at local level where at all possible.

If you remain dissatisfied and wish to make a complaint, you can contact the feedback officer, who will arrange for your complaint to be examined and formally investigated if required. Complaints may be made by email to feedback@phecc.ie or in writing to: Feedback Section, Pre-Hospital Emergency Care Council, Abbey Moate House, Abbey Street, Naas, Co. Kildare, Ireland.

What is covered by our complaints procedure?

The complaints procedure covers complaints about issues such as delays, mistakes and poor client services by or from PHECC for example instances where you did not receive the quality of service you feel you are entitled to.

The complaints procedure does not cover:

  • Council decisions (in such instances you should make an appeal).
  • Complaints relating to a recognised institution (in such instances you should contact the institution concerned directly).
  • Matters which are the subject of litigation.

Information you need to provide for a complaint

If your complaint is complicated, you may find it best to put it in writing so that no important detail is overlooked. By providing the following information you can help to speed up the examination of your complaint.
  • Your name, address, email and, if you don’t mind us contacting you by phone, your phone number (daytime).
  • The background to your complaint and exactly what you are dissatisfied with, including the date(s) it occurred.
  • Copies of any correspondence or other information you think might help us. 

What will happen next?

  • It often depends on the nature and seriousness of your complaint, but in general an officer will examine the issues raised in your complaint and you will receive a reply within 15 working days. 
  • However, if further investigations need to be carried out, an acknowledgement with details of progress will be sent within 15 days.
  • We aim to resolve the matter as quickly as possible within an agreed time frame.  
Raise a concern about a professional registered with PHECC

The role of the ombudsman
If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. 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 service.

Contact the Ombudsman at:

Email: ombudsman@ombudsman.gov.ie

Website: www.ombudsman.gov.ie/en/


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 the Ombudsman for Children at:

Email: oco@oco.ie
Website: www.oco.ie