CCMA Annual Meeting

Agenda Approach of the Ombudsman - resolution where possible –investigation only where necessary Round up of the year (provisional figures for 2015) Non Principal Private Residence Tax (NPPR) Introduction of the Lobbying register Signposting to the Ombudsman Model Complaints policy

Round up No evidence of systemic issues 1007 complaints received about local authorities Up from 900 in 2014 Subjects include – 427 (390)Housing allocation and transfer – 112 (86)Planning and enforcement – 100 (66) Planning administration – 84 (61) Roads and traffic

League table No surprises – biggest population = most complaints – Dublin City 134 (93 in 2014) –Cork County Council 78 (58 in 2014) –Cork City Council 61 (40 in 2014) –Limerick 56 (60 in 2014)

Outcomes TableGeneral OverallLocal Authority %%Numbers% Upheld Partially Upheld Assistance Provided Not Upheld Discontinued /Withdrawn Discontinued / Premature Outside Remit Totals NB not all complaints received in a year are completed in the same year and equally there is a carry over from previous years.

NPPR Excellent example of joint working Systemic problem tackled in a joined up way Agreed criteria for dealing with cases across all local authorities We agreed outcomes on every case across Ireland Last 22 closed this year

Lobbying Simple on-line register Extensive outreach including LAs 1 st deadline midnight on 21 January Lobbying during the period of 1 September – 31 December 2015 More than 1,100 organisations and individuals More than 2500 returns

Signposting Ombudsman Office recently completed audit of websites All bar 4 LAs have complaints procedures which signpost to the Ombudsman’s Office These will be contacted individually Communication with local authorities via telephone and contacts are working well

Model complaints Advantage of standard system – Comparability – Training – Compatibility Interactive form Signposting Data interchange Model developed for private nursing homes circulated as example