We have procedures in place if you want to make a complaint about the Assessment of Need or service statement.
You can use these procedure if:
- the assessment officer decides that you or your child is not eligible for an Assessment of Need and you disagree
- the assessment was not started or completed within the given time-frames
- you believe the assessment was not carried out in line with the standards for assessment
- you believe that the content of the service statement is inaccurate or incorrect
- you or your child does not get a service that is listed in their service statement
You can make a complaint within 3 months from the date you became aware of the potential issue.
Who to contact
If your complaint is about the:
- assessment process - contact the assessment officer
- service statement - contact the liaison officer
The officers may be able to help reach a resolution.
If you are still not happy, you can contact the disability complaints officer.
Your assessment officer or liaison officer will give you a form to do this. The form also lists the grounds on which you can make a complaint.
Return the completed form to the disability complaints officer.
The disability complaints officer is an independent body. This means that the complaints officer will look at your complaint objectively and fairly.
Phone: 045 880 400
Email: aon.complaints@hse.ie
Appealing the outcome of your complaint
If you are not happy with the findings and recommendations of the complaints officer, you can appeal to the disability appeals officer.
Email: appeal@odao.ie
If the HSE has not acted on the recommendations of the complaints officer, you can appeal to the disability appeals officer or you can go to the Circuit Court to seek an enforcement order.
An information leaflet and application form for this appeals process is included in the complaints officer’s final report.
The disability appeals officer is an independent officer appointed by the Minister for Disabilities (or Minister of State).
The appeals officer is not part of the HSE.
For more information about making an appeal, contact the disability appeals office.