English
The emphasis in this Complaints Procedure is on informality, with the object of solving problems quickly, simply and fairly. It is hoped that the great majority of issues can be settled amicably at the First Stage, and that complaints will only exceptionally reach the Second Stage.
EC Dublin Staff will respond promptly to complaints and will also expect clients to keep to an agreed timetable for pursuing a complaint.
Constructive criticism, made through student evaluation forms or in discussion with staff, is always welcome as help towards raising service levels.
First Stage (Informal Complaint)
1.1 A Client should initially make the complaint to an appropriate member of staff. If the Client is unwilling or unable to approach a member of staff, the Client should raise the matter with the relevant Head of Department.
1.2 The object of this First Stage is to resolve problems quickly and simply with the minimum of formality. The member of staff first approached, has discretion as to how the complaint is investigated and determined but should always inform the Head of Department who will keep a record of each complainant, the nature of the complaint and how it was resolved If the complaint has been made in writing, the Head of Department will respond in writing within three days of receipt.
Second Stage (Formal Complaint)
2.1 If the matter cannot be resolved satisfactorily by the member of staff/Head of Department, the Second Stage is handled by the Centre Director and the complaint must be made formally and in writing.
2.2 Only in exceptional circumstances will the Centre Director consider any complaint that has not been through the original stage.
2.3 If the Centre Director comes to the conclusion that the complaint has already been fairly settled at an earlier stage, or that the complaint is trivial, or wholly lacking in merit or substance, he or she may dismiss the complaint, and advise the complainant of the reasons for the decision. The Centre Director will respond to a written complaint within ten working days of its receipt, with as full a response as possible.
2.3.1 If the Centre Director comes to the conclusion that there is substance in the complaint, the Centre Director may either:
Seek to resolve the complaint, in discussion with the relevant Head of Department or
Submit a report on all the material facts to the Head of Operations, who will resolve the matter.
The Centre Director will notify the complainant of this decision, in writing, within three working days of receipt of the original written complaint.
2.4 A Client who has exhausted the above procedure but remains unsatisfied with the handling or outcome of a complaint may write to the Chief Executive Officer. Such a letter should be received within ten working days of the date of the Centre Director’s letter (2.2 above).
Harassment
3.1 Any allegation that an employee is harassing or discriminating against a Client will be dealt with in accordance with the disciplinary arrangements provided under the terms of their contract of employment.
Disciplinary Action
4.1 There shall be no disciplinary or other adverse implications for a Client who makes a complaint or allegation providing the Client acts in good faith, within the law, and not vexatious, or with malice, and in accordance with established procedures including those above. Victimisation of a complainant and deterring anyone from making a proper complaint are serious disciplinary offence.
Complaint to QQI (ACELS)
If you are not satisfied with the outcome of your complaint, you may refer it to an external body such as QQI (ACELS), the Competition and Consumer Protection Commission, or the Workplace Relations Commission, depending on the nature of your complaint.
QQI can be contacted at: qhelp@qqi.ie