1. CCMA Annual Meeting

2. 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

3. 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

4. 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)

5. Outcomes TableGeneral OverallLocal Authority 201520142015 2014 %%Numbers% Upheld9.314.116.115518.54175 Partially Upheld110.99 8 Assistance Provided8.612.614.213713.7129 Not Upheld23.425.88.78420227 Discontinued /Withdrawn77.924.52368.681 Discontinued / Premature24.438.630.329234.3324 Outside Remit26.3 5.250 Totals963944 1007900 NB not all complaints received in a year are completed in the same year and equally there is a carry over from previous years.

6. 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

7. 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

8. 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 email contacts are working well

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