Leap seeks and welcomes feedback from people who use Leaps support services. In addition to the feedback that Leap seeks, some people will wish to give unsolicited feedback. This is likely to be a compliment, concern or complaint.
As a general principle – concerns, especially those of a day to day operational nature, should, wherever possible, be solved immediately by the staff involved. Staff will do what they can to correct deficiencies and then report as soon as practical to the Director of Leap. If the complaint cannot be resolved by the Director to the satisfaction of the complainant, then it will be referred to the Designated Board Member (DBM).
If the complaint relates to the Director, then it will be referred directly to the Designated Board Member (DBM).
If satisfactory resolution still cannot be achieved, the complainant will be informed of appropriate external review options that are available.
- Use any information we receive in the form of concerns or complaints to identify underlying causes of issues, correct any problems and improve the quality of the service.
- Leap are committed to providing the highest-quality of support and assistance to all who avail of our supports. If something goes wrong, we need you to tell us about it. This will help us to improve our supports and be the best that we can possibly be.
- If you have a complaint, please do contact us with the details. This Policy and Complaints Procedure sets out and explains our complaint process. It ensures that we deal with complaints in an effective and efficient manner. We will take up to eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Ombudsman (details below).
How do I make a complaint?
You should submit the following details in writing (letter or email):
- Your name and address. And The nature of your complaint.
To assist complainants a `Complaint Form` is available to download from our website. If, by reason of disability or other good reason, you are unable to submit the complaint in writing, please contact us on Ph: 0876130165 or by Email: firstname.lastname@example.org and we will assist you to do so.
Leap is committed to protecting the rights and privacy of individuals in accordance with the Data Protection Acts 1988 – 2003 and in accordance with GDPR.
Having made a complaint what will happen next?
1. It is our policy to send you a letter acknowledging receipt of your complaint within seven working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to our Director, who will speak to the member of staff who worked with and for you.
- If the complaint is about the Director, then the complaint will be passed to the Designated Board Member (DBM) who will speak to the Director.
3. The Director / DBM will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, the Director / DBM will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, the Director / DBM will send you a detailed written reply to your complaint, including her/his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for someone unconnected with the matter to review the Director / DBM`s decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If you are still not satisfied, you can contact the:
- Ombudsman 18 Lower Leeson Street, Dublin 2, D02 HE97
- Phone: +353 1 639 5600
- Lo-call: 1890 22 30 30 (charges may vary)
- Email: email@example.com
About your complaint.
The Ombudsman examines complaints from members of the public who believe they have been unfairly treated by certain public service providers. The Ombudsman also examines complaints about failures by public bodies to provide accessible buildings, services and information, as required under Part 3 of the Disability Act 2005.
For further information, you should contact the Ombudsman on the contact details above.
The Ombudsman provides help to people with disabilities wishing to access their services. If you need help to access their services, please email their Access Officer at firstname.lastname@example.org
9. All complainants have the right to appoint an advocate who, if a person is unable to make a complaint themselves can assist them in making the complaint. The Citizen`s Information (Comhairle 2005) defines advocacy as a means of empowering people by supporting them to assert their views and claim their entitlements and where necessary, representing and negotiating on their behalf.
How to contact the National Advocacy Service for People with Disabilities:
- National Telephone Number: 0761 07 3000
- Email: email@example.com
- National Advocacy Service for People with Disabilities, National Office, C/O Citizens Information Board George’s Quay House 43 Townsend Street Dublin 2