Child welfare services in Cork account for nearly 40 per cent of issues raised in complaints last year

Ottoline Spearman

Child welfare services in Cork received the highest number of complaint issues from service users last year, accounting for nearly 40 per cent of complaints nationwide.

The Tusla Child and Family Agency recorded 201 complaint issues in 2025 up to the middle of November, according to records released under the Freedom of Information Act.

The complaints procedure within Tusla, known as the "Tell Us" policy, allows users to give feedback on Tusla's services.

Tusla said that a single complaint can contain multiple issues, which are assessed and resolved separately, and so the number is not reflective of the total number of complaints, but the total number of issues.

Children themselves are "actively encouraged" to make complaints, Tusla said, which is "viewed as a positive way in ensuring children's voices are heard and listened to".

Complaints were particularly frequent in Cork, which accounted for 37 per cent, with a total of 75 complaint issues. Reasons for complaints included insufficient service, lack of response, lack of consultation and poor application of standards.

Combined North Dublin Tusla areas accounted for 31 issues, with 21 received by Dublin North city and 10 in Dublin North.

A further 19 issues were recorded in the Dublin South West / Kildare / West Wicklow region.

Across all areas, nearly a quarter of issues (51) raised within complaints related to insufficient service, while around 10 per cent (22) concerned behaviour or attitude.

Tusla said that the category of “insufficient service” is broad and can relate to service demand, capacity pressures, or differing expectations of service delivery.

There were also 19 issues relating to lack of response or action, with 18 relating to unfair treatment. Three issues related to negligence.

Complaints recorded do not include complaints from staff.

When asked about complaints by region, a spokesperson for Tusla said: "Complaint volumes vary across regions and are influenced by factors such as population, service demand, and awareness of the complaints process.

"Higher volumes do not necessarily indicate poorer performance as Tusla seeks to promote a culture of encouraging service users to complain and to feel welcome to do so as part of a learning culture."

Tusla said that it aims to resolve all complaints via "prompt local resolution" - where the person complaining and the staff member agree that the matter has been resolved "to everyone's satisfaction". It said that it resolved 74 per cent of complaints in this way last year.

Complaints only proceed to investigation if this is not possible.

Last year, following investigation, just 3 per cent of issues raised in complaints to Tusla up to mid-November were fully upheld.

Nearly 25 per cent were not investigated due to their exclusion under Part 9 of the Child and Family Agency act, which includes matters relating to court decisions, employment issues, or issues governed by alternative statutory or legal processes.

Over half (55 per cent) of complaint issues were not upheld at all.

When asked about the findings, a spokesperson for Tusla said: "We actively encourage complaints and feedback as part of how we monitor service quality and identify areas for improvement via our Tell Us process.

"Last year positive feedback accounted for about 34 per cent of all engagements across complaints, comments/suggestions, and feedback received.

"A priority for the agency is promoting children's rights and as part of this, children in care are actively encouraged to make complaints about any aspect of the services they receive and this is viewed as a positive way in ensuring children's voices are heard and listened to."

Tusla said it received 106,444 child protection and welfare referrals in 2025, a 10 per cent increase from 2024.

The vast majority (96 per cent) of the 5,879 children and young people in care at the end of 2025 were in foster care or residential care.

The remaining 212 (3.6 per cent) children and young people were in other care placements, including supported lodgings and clinical settings.