If you wish to make a complaint, you may do so by contacting the local person you were dealing with (see list of Coillte offices here) or by contacting Tom Byrne at:

Coillte
Public Relations
Dublin Road
Newtownmountkennedy
Co. Wickklow

Tel: +353 1 2011111
Fax: +353 1 2011199
Email: Tom.Byrne@coillte.ie

Coillte's Complaints Procedure is designed to address your concern or complaint regarding:

• Specific operational decisions taken by Coillte
• Action, or failure to act, by Coillte in carrying out forest operations, or facilitating other activities on Coillte land 

Complaint Type	Why Procedure does not apply
National or Company Policy	Too general to address through a complaints process. These issues can be addressed through channels such as bi-lateral discussions with national ENGOs or at Coillte's Social and Environmental Panels
Roundwood Customer	A complaints procedure is set out in our Customer Charter
Other Commercial Transactions	Procedures for resolving disputes are set out in contracts for purchase or sale by Coillte of goods and services
Statutory Process	Some matters e.g. planning applications are subject to statutory processes that specifically provide for stakeholder consultation and Coillte is not the ultimate decision maker
Legal Claims	Disputes about legal rights or entitlements are proper to the legal system
Third Party Actions	Complaints about the actions of third parties should be addressed to the third party
Staff Complaint	A separate grievance and disciplinary procedure is available for Coillte Staff

Stage	What you must do	To Whom	How Coillte will Deal with it
1	Your Complaint must be submitted via phone, email or post. If you are still dissatisfied, please communicate this as early as possible.	Local Coillte person you have dealings with or Tom Byrne	Coillte Staff Member will document all details of your complaint in our Complaints Register.  Coillte staff member will investigate your complaint and try to resolve it at this stage.  You will receive details within one month.  Your complaint will be referred to another Coillte staff member and you will receive feedback within one month of you expressing your dissatisfaction.If you are still dissatisfied, please move to Stage 2.
2	You will be requested to submit written  details of your complaint and history to date. If you do not accept the outcome, you will be asked to explain the reason for rejecting the proposed solution.	District or Process Team Leader Region Manager or Process Head	There will be further analysis of your complaint and how it was handled at Stage 1.  The findings of the investigation with recommendations will be submitted in writing to a Region Manager or Process Head for decision. If decision acceptable to you an agreement will be drawn up and shall be binding on both parties. If unresolved move to Stage 3.
3	Complaints Review Panel may call you for interview. If you do not accept the outcome, Coillte will appoint an Independent Observer to review the process undertaken by Coillte in processing your complaint1.	Complaints Review Panel (comprising not less than three Directors including two not related to the area which is subject to the complaint).	A full analysis and review of the complaint including your evidence,  how the case was handled, findings and reasons why findings are not acceptable to complainant will be carried out. Findings will be communicated to you within Four Weeks of you moving to Stage 3. If you accept the outcome, an agreement will be drawn up and shall be binding on both parties. Coillte will record the complaint as closed on the Complaints Register

In case of a dispute or disagreement between the local community and the forest managers concerning land rights, forestry operations which prejudice the future enjoyment of such rights by the community, which will be halted until the dispute has been resolved.  Complaints of such nature will be dealt with by Coillte's Litigation Division subject to:

 

• details of the dispute being received in writing;
• details of the dispute being received in writing;
• Impact on the local community being objectively demonstrated;

Note:  If on investigation, Coillte satisfies itself that the claim/dispute has no basis in fact and clearly communicates its reason for doing so, operations will be resumed.

¹The findings of the Independent Observer will be made available to you and Coillte.  Should s/he confirm that due process was followed in rejecting the complaint you can then explore other means of redress that would vary from case to case, depending on the subject of the complaint.  Should s/he advise that due process was not followed a different Complaints Review Panel will be convened to review the complaint afresh.

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