Mother and Baby Institutions Payment Scheme: Frequently Asked Questions, Feedback and Complaints

This section answers common questions and explains what to do if you want to share feedback or make a complaint. It tells you how to contact the Scheme, what happens when a complaint is made, and how long it should take to get a response.

It also explains who you can contact if you are not satisfied with the outcome, including the Department of Children, Disability and Equality and the Office of the Ombudsman.

Please click on the links below for frequently asked questions by section.

Eligibility Criteria

How to Apply

Do I Need a Solicitor To Apply?

Self, Support and Estate Applications - Information

Providing Certified ID

Institutional Records Searches

How Determinations are Made

Accepting an Offer

Medical Card from The Mother and Baby Institutions Payment Scheme

Requesting a Review or an Appeal

There is an option on the application form to We welcome all feedback. If you wish to give feedback on any aspect of the application process, you can do so by:

• email: info@paymentscheme.ie
• post: PO Box 13668, Waterford, Ireland

Your feedback helps us improve our processes and the overall experience for applicants.

If you are unhappy with the service you receive or any part of the process, you can make a complaint by:

• freephone (calling from Republic of Ireland): 1800 843 354
• phone (calling from abroad): +353 1 522 9992
• post: PO Box 13668, Waterford, Ireland
• online: through the application portal, if you applied online.

We will acknowledge all complaints in writing within five working days. We aim to resolve complaints within 15 working days, or within 20 working days if further checks are needed.

If you are still unhappy with the response, you can make a complaint to the Customer Service Officer in the Department of Children, Disability and Equality. The Customer Service Officer will review and investigate your complaint independently.

You can contact the Customer Service Officer by:

• freephone (calling from Republic of Ireland): 1800 843 354
• phone (calling from abroad): +353 1 522 9992
• email: contact@equality.gov.ie
• post: Block 1, Miesian Plaza, 50–58 Baggot Street Lower, Dublin, D02 XW14

Further information on DCDE Customer Service can be found here.

Complaint to the Office of the Ombudsman

If you believe you have been treated unfairly by a public service, you can contact the Office of the Ombudsman, which reviews complaints independently.

The Office of the Ombudsman is open Monday to Friday, 9:15am to 5pm.

You can contact the Ombudsman by:

• phone: +353 1 639 5600
• email: complaints@ombudsman.ie
• post: 6 Earlsfort Terrace, St Kevin’s, Dublin 2, D02 W773

More information is available here.