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Complaints

 

How do I complain?

 
Complaints Procedure for Children
 
     
 
“I’m unhappy about something”
 
     
If you are a child getting help and support from the ISPCC and you are unhappy about a volunteer or a person working with the ISPCC, then you have the right to complain about it. To do that you need to contact us so that we can try to put things right as soon as possible.

So what do I do next …..?
 
     
 
Stage 1     “Tell Us”!
 
     
The first step in sorting out a problem is letting us know. You can complain yourself or you may want someone you trust to help you make the complaint. This may be an advocate (someone who will help you express your wishes and feelings or point of view). Most of your problems can be sorted out easily and quickly once they have been shared.To make a complaint you can contact an ISPCC Manager (contact details at bottom of page) whose job is to listen to you, support you through the complaint as well as manage the complaint.

Don’t be afraid to complain. We will take your complaint seriously. You may contact us in any way you choose – remember you don’t have to write it down. You have a right to complain in the best way for you, by talking to some-one by phone or face to face, on-line, text or by email.

At each stage of the complaint process, we will make sure that you are given feedback on what is happening with your complaint. The Manager may need to speak to you and others who may be involved. The Manager will listen and try to solve the problem. You will also receive a reply telling you how things have been sorted and what you can do if you are still unhappy about things.
 
     
 
“How long will it take?"
 
     
We will try to resolve your problem within two weeks (14 working days). Some complaints will take longer. In this case we will let you know if we need more the time to deal with the complaint.
 
 
     
 
Stage 2     “What if I am unhappy with the reply”?
 
     
If you are not happy about the way your complaint has been dealt with or the reply you received from the ISPCC Manager, you need to tell the ISPCC Director, who will either look into this or ask somebody else to do so. He or she will speak to you about your complaint, and talk to anyone else that is involved in the complaint, if needed. When the ISPCC Director has received all the information, he or she will be in touch with you to let you know the reply.
“How long will this take”?

We will respond to you within 14 days. If this is impossible (for example when a person is on holidays) we will be in touch with you to explain the delay.
 
     
 
Stage 3     “What can I do if I’m still not
                    happy – who else can I talk to”?
 
     
If you are not happy, you can make your complaint to the CEO of the ISPCC. The CEO will review your complaint and reply to you as quickly as possible.

NOTE: All complaints will be listened to and dealt with fairly and as quickly as is possible. Our Full Complaints Procedure is available on the ISPCC website. This document is created in line with our full policy on a Child Friendly basis.
 
     
 
Contact Person:
 
By Post:                                                          By email:                                           By phone:
 
"PERSONAL"                                                  cosullivan@ispcc.ie                          +353 1 676 7960
 
Director of Services,
ISPCC,
29 Lower Baggot Street,
Dublin 2