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Complaints Procedure

The Complaints Administrator:

  • Shona Bannon
  • Co-ordinates communications and responses to customers who have made a complaint.
  • Keeps track of procedural progress
  • Where complaints are received in writing or email; an acknowledgement is sent within 5 working days.

A : Customer Complaints Procedure regarding CIB/Staff

  1. The customer makes a complaint to Complaints Administrator (CA). The complaint is considered formally lodged.
  2. The CA acknowledges the complaint (if received by hard copy or email) within 5 working days and gives details of who will be contacted and when s/he'll get back to the customer specifying the name and contact telephone details. The method of communication between the complainant and the CA is to be agreed with the complainant.
  3. A copy of each complaint is issued to the Chief Executive and relevant Senior Manager.
  4. The CA contacts the manager of the staff member involved. A written summary of the complaint is forwarded to the manager who should forward this to the staff member and the staff member is requested to respond to the manager. The manager will issue a reply to the complainant within 15 working days of receipt.
  5. Staff and managers are obliged to co-operate with all investigations and provide the CA with relevant documentation for recording purposes that are required to resolve the issue.
  6. The CA will track responses of the complaint to resolution by making contact on a regular basis with the manager by way of weekly checking in.
  7. If a satisfactory resolution cannot be found, the complaint will be brought to the attention of the relevant senior manager and /or the Chief Executive if necessary.
  8. The customer is kept up to date with the procedural progress directly by the manager involved in handling the complaint; however, the customer can at any time make contact with the CA for an update on progress. The CA will contact the manager for an update and provide to the customer as required.
  9. The CA keeps a log of all communications and details of actions taken in respect of each complaint received by regular updates by the manager and also keeps the Chief Executive informed. This will be by weekly check in with the manager.
  10. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for service/individual in question)
  11. A record of complaints made is to be maintained by the CA. A summary of complaints received will be noted in the Annual report.
  12. A monthly report of all complaints and progress is submitted to the SMT.

B : Customer Complaints Procedure relating to CIB funded organisations

Where complaints are received regarding a Citizens Information Service, MABS, SLIS and Disability Advocacy Projects, all of whom are fully funded by CIB, the following procedure should apply:

  1. Verify that the complaint relates to an area of activity which CIB is funding
  2. Ascertain if the complaint has been brought to the attention of the body in question and encourage the complainant to bring their complaint to the body in question in the first instance. (Hard copy complaint procedures from other bodies can be offered to the complainant). No follow up or feedback is required should a complainant take this route.
  3. Where the complainant wishes to pursue the complaint through CIB, the complaint is considered formally logged and if written or email will be acknowledged within 5 working days.
  4. The matter will be referred by email to the manager of the team with responsibility for the funded organisation and copied to the Chief Executive and relevant Senior Manager.
  5. The complainant should be advised as to who the complaint will be passed to, their contact name and contact telephone details.
  6. The manager concerned will liaise (or arrange for liaison) with the complainant and if deemed appropriate investigate (or arrange for the investigation) of the complaint. The manager will issue a reply to the complainant within 15 working days of receipt.
  7. Direct contact with the customer is made from this point by the manager who should keep a log of all communications and details of actions taken in respect of the complaint received by regular updates.
  8. The CA should be notified of the outcome and all documentation relating to the complaint should be passed to the CA from the manager.
  9. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for the funded organisation)
  10. A record of complaints made is to be maintained by the CA
  11. A monthly report of all complaints and progress is submitted to the SMT.

C : Complaints under the Disability Act

  1. In line with the Disability Act, Section 38, a person may make a complaint in writing to the head of a public body in relation to failure of the body to comply with section 25, 26, 27, 28 or 29 of this Act.
  2. The complainant makes a complaint to Complaints Administrator (CA). The complaint is considered formally lodged. The complainant is made aware that CIB have an Access Officer, Helen Lahert, who is independent of the complaint process and is available to assist the complainant in bringing the complaint to CIB.
  3. The CA acknowledges the complaint (if received by hard copy or email) within 5 working days and gives details of the Inquiry Officer (to be named) who will contact the complainant in order to investigate the complaint.
  4. The Chief Executive and relevant Senior Manager are kept informed at all times.
  5. Direct contact is made from this point by the Inquiry Officer who will keep a log of all communications and details of actions taken in respect of the complaint received. The Inquiry Officer will issue a reply to the complainant within 15 working days of receipt.
  6. The CA should be notified of the outcome and all documentation relating to the complaint should be passed to the CA from the Inquiry Officer.
  7. The Inquiry Officer upon investigation of the complaint will prepare a note in writing of the results of the investigation and furnish a copy of it to the Chief Executive.
  8. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for the funded organisation)
  9. If your complaint is not resolved then you can ask the Ombudsman to investigate the matter. Contact details are
    The Office of the Ombudsman
    18 Lower Leeson Street
    Dublin 2
    Lo-call: 1890 22 30 30
    Fax: (01) 639 5674
    Homepage: http://www.ombudsman.gov.ie/
  10. A monthly report of all complaints and progress is submitted to the SMT.

Nós Imeachta maidir le Gearáin

An Riarthóir Gearán:

  • Shona Bannon
  • Déanann sí comhordú ar chumarsáid le custaiméirí a bhfuil gearáin déanta acu agus ar na freagraí a thugtar orthu.
  • Déanann sí rianú ar dhul chun cinn an nós imeachta
  • Seoltar admháil laistigh de 5 lá oibre má fhaightear gearán i scríbhinn nó mar theachtaireacht ríomhphoist.

A: Nós Imeachta maidir le Gearáin ó Chustaiméir ina aghaidh BFS nó in aghaidh na Foirne

  1. Déanann an custaiméir gearán leis an Riarthóir Gearán (an Riarthóir) Glactar leis go ndearnadh an gearán a lóisteáil go foirmiúil.
  2. Déanann an Riarthóir an gearán a admháil laistigh de 5 lá oibre má fhaightear é i bhfoirm chruachóipe nó mar ríomhphost agus tugann sí ainm agus sonraí teagmhála teileafóin an té a bheidh i dteagmháil leis an gcustaiméir agus cathain a tharlóidh sé sin.  Caithfear teacht ar chomhaontú leis an ngearánaí faoin modh cumarsáide a bheidh idir an Riarthóir agus an gearánaí.
  3. Tugtar cóip de gach gearán don Phríomhfheidhmeannach agus don Bhainisteoir Sinsearach ábhartha.
  4. Téann an Riarthóir i dteagmháil le bainisteoir an bhaill foirne lena mbaineann an gearán. Cuirtear coimriú scríofa den ghearán chuig an mbainisteoir agus ba chóir don té sin é a chur ar aghaidh go dtí an ball foirne, agus iarrtar ar an mball sin freagra a thabhairt don bhainisteoir. Seolfaidh an bainisteoir freagra chuig an ngearánaí laistigh de 15 lá oibre ón uair a dhéantar an gearán.
  5. Tá sé de dhualgas ar an bhfoireann agus ar bhainisteoirí comhoibriú le gach iniúchadh agus doiciméid bhainteacha a sholáthar don Riarthóir chun críche taifeadta, rud atá riachtanach chun an cheist a réiteach. 
  6. Rianóidh an Riarthóir gach gearán ó thús go deireadh trí theagmháil rialta leis an mbainisteoir trí bhualadh leis nó léi gach seachtain.
  7. Más rud é nach féidir an scéal a réiteach go sásúil inseofar don bhainisteoir sinsearach ábhartha nó don Phríomhfheidhmeannach faoin ngearán.
  8. Coinneoidh an bainisteoir atá ag plé go díreach leis an ngearán an custaiméir ar an eolas faoi dhul chun cinn an phróisis; féadfaidh an custaiméir teagmháil a dhéanamh leis an Riarthóir uair ar bith chun an scéal is déanaí a fháil faoin dul chun cinn atá á dhéanamh.  Rachaidh an Riarthóir i dteagmháil leis an mbainisteoir chun an scéal is déanaí a fháil agus inseoidh sí é sin don chustaiméir.
  9. Déanann an Riarthóir gach cumarsáid a thaifeadadh mar aon le sonraí faoi gach beart a dhéantar i dtaca le gach gearán a fhaightear. Chuige sin insíonn an bainisteoir an scéal is déanaí di go rialta agus coimeádann sise an Príomhfheidhmeannach ar an eolas. Chuige sin buaileann sí leis an mbainisteoir gach seachtain.
  10. Má tharlaíonn sé go measann an gearánaí nár réitíodh an scéal go sásúil féadfaidh sé nó sí achomharc a dhéanamh chuig Bainisteoir Sinsearach eile nach bhfuil ag plé leis an ngearán faoin tseirbhís nó faoi dhuine faoi leith.
  11. Ní mór don Riarthóir gach gearán a thaifeadadh. Tugtar coimriú ar na gearáin a fhaightear sa Tuarascáil Bhliantúil.
  12. Cuirtear tuarascáil mhíosúil faoi na gearáin go léir agus faoin dul chun cinn atá á dhéanamh fúthu faoi bhráid na Foirne Bainistíochta Sinsearaí.

B: Nós Imeachta maidir le Gearáin  ó Chustaiméirí faoi Eagraíochtaí a fhaigheann maoiniú ó BFS

Faigheann an tSeirbhís Faisnéise do Shaoránaigh, MABS, SLIS agus Tionscadail Abhcóideachta Míchumais maoiniú iomlán ó BFS agus leantar na nósanna imeachta seo a leanas má fhaightear gearáin fúthu:

  1. Déan deimhin de go mbaineann an gearán le réimse gníomhaíochta atá á mhaoiniú ag BFS
  2. Faigh amach ar insíodh don eagraíocht atá i gceist  faoin ngearán agus mol don ghearánaí an t-ábhar gearáin a chur faoi bhráid na heagraíochta sin ar an gcéad dul síos. (Ní miste leagan cruachóipe a thabhairt don ghearánaí de na nósanna imeachta atá ag na heagraíochtaí eile chun déileáil le gearáin). Ní gá aon rud eile a dhéanamh ná aon aiseolas a thabhairt má thograíonn an gearánaí é sin a dhéanamh.
  3. Glactar leis gur lóisteáladh an gearán go foirmiúil más mian leis an ngearánaí é a dhéanamh trí BFS agus admhófar é laistigh de 5 lá oibre má dhéantar é i scríbhinn nó mar ríomhphost.
  4. Cuirfear ríomhphost faoin scéal chuig bainisteoir na foirne atá freagrach as an eagraíocht mhaoinithe agus seolfar cóip de chuig an bPríomhfheidhmeannach agus chuig an mBainisteoir Sinsearach ábhartha.
  5. Ba chóir ainm agus sonraí teagmhála teileafóin an té sin a gcuirfear an gearán chuige nó chuici a thabhairt don ghearánaí.
  6. Rachaidh an bainisteoir lena mbaineann i dteagmháil leis an ngearánaí (nó socróidh go rachfar i dteagmháil leis nó léi) agus má mheastar go mbeadh sé feiliúnach déanfaidh sé nó sí an gearán a fhiosrú (nó socróidh go bhfiosrófar é). Seolfaidh an bainisteoir freagra chuig an ngearánaí laistigh de 15 lá oibre ón uair a fhaightear an gearán.
  7. Beidh an bainisteoir i dteagmháil dhíreach leis an gcustaiméir ón bpointe sin ar aghaidh agus ba chóir dó nó di sonraí cothrom le dáta a fháil go rialta agus gach cumarsáid a thaifeadadh mar aon le sonraí faoi na bearta go léir a ghlacfar maidir leis an ngearán.
  8. Ba chóir an Riarthóir a chur ar an eolas faoin toradh agus ba chóir don bhainisteoir gach doiciméad a bhaineann leis an ngearán a sheoladh chuici.
  9. Má tharlaíonn sé go measann an gearánaí nár réitíodh an scéal go sásúil féadfaidh sé nó sí achomharc a dhéanamh chuig an mBainisteoir Sinsearach (ach ní chuig an mbainisteoir sinsearach atá freagrach as an eagraíocht a bhfuil maoiniú á thabhairt di)
  10. Ní mór don Riarthóir gach gearán a thaifeadadh.
  11. Cuirtear tuarascáil mhíosúil faoi na gearáin go léir agus faoin dul chun cinn atá á dhéanamh fúthu faoi bhráid na Foirne Bainistíochta Sinsearaí.

C : Gearáin faoin Acht um Míchumas

  1. Faoi réir an Achta um Míchumas, Alt 38, féadfaidh duine gearán a dhéanamh i scríbhinn chuig ceannaire eagraíochta poiblí maidir le teip na heagraíochta sin géilleadh d'fhorálacha Alt 25, 26, 27, 28 nó 29 an Achta sin.
  2. Déanann an custaiméir gearán chuig an Riarthóir Gearán (an Riarthóir). Glactar leis ansin go ndearnadh an gearán a lóisteáil go foirmiúil. Tugtar le fios don ghearánaí gurb í Helen Lahert Oifigeach Rochtana BFS agus go bhfuil sí neamhspleách ar an nós imeachta gearán agus go bhféadfaidh sí cabhrú leis an ngearánaí an gearán a dhéanamh le BFS.
  3. Déanann an Riarthóir an gearán a admháil laistigh de 5 lá oibre má fhaightear é i bhfoirm cruachóipe nó mar ríomhphost agus tugann sí ainm agus sonraí teagmhála teileafóin an Oifigigh Fiosrúcháin (atá le hainmniú) a rachaidh i dteagmháil leis an ngearánaí chun an gearán a iniúchadh.
  4. Coinneofar an Príomhfheidhmeannach agus an Bainisteoir Sinsearach ábhartha ar an eolas an t-am ar fad.
  5. Beidh an tOifigeach Fiosrúchán i dteagmháil díreach leis an gcustaiméir ón bpointe sin ar aghaidh agus ba chóir di gach cumarsáid a thaifeadadh mar aon le sonraí faoi na bearta go léir a ghlacfar maidir leis an ngearán. Seolfaidh an tOifigeach Fiosrúchán freagra chuig an ngearánaí laistigh de 15 lá oibre ón uair a fhaightear an gearán.
  6. Ba chóir an Riarthóir a chur ar an eolas faoin toradh agus ba chóir don Oifigeach Fiosrúchán gach doiciméad a bhaineann leis an ngearán a sheoladh chuici.
  7. Nuair a bheidh an gearán fiosraithe ag an Oifigeach Fiosrúchán ullmhóidh sé nó sí tuarascáil i scríbhinn faoi thorthaí an fhiosrúcháin agus tabharfaidh sí cóip don Phríomhfheidhmeannach.
  8. Má tharlaíonn sé go measann an gearánaí nár réitíodh an scéal go sásúil féadfaidh sé nó sí achomharc a dhéanamh chuig an mBainisteoir Sinsearach (ach ní chuig an mbainisteoir sinsearach atá freagrach as an eagraíocht a bhfuil maoiniú á thabhairt di)
  9. Mura réitítear do ghearáin, is féidir leat iarraidh ar an Ombudsman an t-ábhar a fhiosrú. Tá na sonraí teagmhála seo leanas:
    Oifig an Ombudsman
    18 Sráid Líosain Íochtarach
    Baile Átha Cliath 2
    Lóghlao: 1890 22 30 30
    Facs: (01) 639 5674
    Láithreán Gréasáin: http://www.ombudsman.gov.ie/
  10. Cuirtear tuarascáil mhíosúil faoi na gearáin go léir agus faoin dul chun cinn atá á dhéanamh fúthu faoi bhráid na Foirne Bainistíochta Sinsearaí.

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