Our Commitment to Quality Service

The Authority is committed to providing a quality service to all our customers.  As part of this commitment, the Authority operates a complaints procedure that may be availed of by customers who feel that they may not have been treated adequately, courteously or fairly in their dealings with the staff of the Authority.

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 may write to our Regulatory Manager at the following address:

The Regulatory Manager,
National Roads Authority,
St. Martin’s House,
Waterloo Road,
Dublin 4.

Alternatively, you can email your complaint to the Regulatory Manager at info@nra.ie

All complaints will be dealt with fairly, efficiently and confidentially and will be responded to following full and careful consideration of the nature and extent of the complaint.

Complaints received by the Regulatory Manager will be:

• Acknowledged in writing within 5 working days. The acknowledgement letter will indicate the name and telephone number of the person dealing with the matter.
• Responded to within 20 working days (if this is not possible an interim reply will be issued within the 20 working days explaining the up-to-date position).
• Responded to using plain language.

Please note: The National Roads Authority’s remit relates exclusively to the network of national roads.  Any enquiries, comments or complaints concerning the day-to-day function of traffic management, road maintenance or other local operational issues relating to national roads should be addressed in the first instance to the relevant local authority.

Please click here for the Authority's Customer Charter 2011-2014

Please click here for the Authority's Customer Action Plan 2011-2014

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. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. However, the Ombudsman will normally expect you to have made a complaint to us first. The Ombudsman provides a free, impartial and independent dispute resolution service.

Ombudsman Contact Details:

Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2.

Lo-call: 1890 22 30 30 Tel: +353 (0)1 639 5600 Fax: +353 (0)1 639 5674.
(Note that the rates charged for the use of 1890 (LoCall) numbers may vary among different service providers).

E-Mail: ombudsman@ombudsman.gov.ie

Website: http://www.ombudsman.gov.ie/en/