Customer Service - Feedback and Complaints

The Intellectual Property Office of Ireland seeks to deliver an efficient and effective service to its customers at all times. We would like to use customer feedback to improve and develop our services and service delivery.

We take every precaution to protect the confidentiality of your personal information in accordance with Data Protection legislation. Any information you provide will only be used in line with the purpose for which you provided it.

The IPOI will not share your personal information with third parties unless allowed or required by law. Your personal data may also be anonymised and used for statistical purposes.

Feedback & Complaints

We want to hear what you think about the IPOI.  Are you satisfied with the work we do and the services we offer? How well do we respond to our customers and what do you think of our website?  Could we do more and where could we improve?

We believe that our customers have a right of complaint if a reasonable level and quality of service is not provided. All complaints will be dealt with in a fair and sympathetic manner. Please contact us if you have any issues or are unhappy with any of our administrative actions and procedures or how you have been dealt with by IPOI staff.

We endeavour to give no grounds for complaint. Nevertheless, things do go wrong. In such instances, staff who handled the matter which is the subject of a complaint will be assisted to deal with and resolve the problem, if necessary, with the help and supervision of senior managers.

When you make a complaint the IPOI will

  • acknowledge your complaint or concern,
  • look into and investigate your complaint or concern,
  • let you know the outcome,
  • provide a response in a timely manner.

Q.  How can I give feedback? Who can I complain to?  Who will deal with my complaint?

A. Please provide feedback or make a complaint using the form below(hyperlink). All compliments, general comments, suggestions for improvements or complaints are very important to us as they allow us to work to improve our operations and services.

You can also provide feedback or make a complaint without using the form by contacting the Intellectual Property Office of Ireland:

In person
By phone: +353-56-7720111 or fax: +353-56-7720100

In writing: Intellectual Property Office of Ireland, Government Offices, Hebron Road, Kilkenny, R95 H4XC

By email: ipinfo@ipoi.gov.ie

Staff of the relevant section will attempt to resolve your complaint quickly, if necessary with the assistance of a supervisor or section head.

Q. What happens if I am dissatisfied with the response to my complaint from the section?

A. If you are not satisfied with the service being provided by the section you should write to the appropriate Head of Division.  Should you still remain dissatisfied with the response from the Head of Division you should write directly to the Controller of the Intellectual Property Office of Ireland.

Q. How long will I have to wait for my complaint to be investigated?

A. An acknowledgement will be sent to you within two working days of the complaint being received.  A full written reply will issue within 10 working days of receipt of the complaint and we will inform you directly of any expected delays and provide a timeframe for resolution.

Office of the Ombudsman

If you feel you have been unfairly treated or are not satisfied with our decision on your complaint, you may 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.  The Ombudsman provides a free, impartial and independent dispute resolution services.

Contact details:

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2

Tel: Lo-Call 1890 22 30 30
Tel:  01 6395600
Fax: 01 6395674

E-mail:  info@ombudsman.ie

Contact the Intellectual Property Office of Ireland

The Intellectual Property Office of Ireland
Government Offices
Hebron Road
Kilkenny

Tel: 00 353 56 7720111
Lo-Call: 1890 220223
Fax: 00 353 56 7720100
Lo-Call Fax: 1890 220120

E-mail:    ipinfo@ipoi.gov.ie