Carlow County Development Partnership CLG’s mission statement states “Through a partnership approach we aim to proactively implement client and community-focused sustainable, social, economic, environmental and labour market strategic actions in order to position Carlow as the preferred location in Ireland in which to live, work, visit and conduct business”.
We are committed to providing high quality, client centred programmes and initiatives. We therefore encourage feedback from all stakeholders and will use this to improve our services, help identify any shortfall, take corrective action and put in place future preventative measures. We are also committed to resolving complaints, in a speedy, transparent, easily accessible and impartial manner.
What is a complaint?
A complaint exists where ‘a decision or action is taken which relates to the provision of a service or the performance of a function which, it is claimed, is not in accordance with the rules, practice or policy of the organisation or the generally accepted principles of equity and good administrative practice and which adversely affects the person concerned’ (Office of the Ombudsman, 2015)
First Point of contact
Any complaint, whether written or verbal, should firstly be directed to Ms Elaine Harvey, Complaints Officer;
|Address:||Carlow County Development Partnership CLG, Main Street, Bagenalstown, Co. Carlow|
Making a Complaint
Complainants may lodge a complaint through any of the contact details above. Our complaints officer who receives a verbal complaint will:
- Inform you of our complaints procedure,
- Where appropriate, invite you to send a written account by post, fax or by email so that the complaint is recorded in your own words,
- Write down the facts of the complaint on the company complaints form
- Take your name, address and telephone number,
- Note your relationship to the company (e.g.: client, participant, etc.),
- Inform you what will happen next and how long it will take,
On receiving the complaint, the complaints officer records the details in the company’s complaints log held in the CEO’s office.
Resolution of Complaints
In many cases, complaints are best resolved by the staff responsible for the issue being complained about. The complaints officer will liaise with the staff member in question and together, they will agree a course of action to resolve the complaint swiftly. Whether or not the complaint has been resolved, the complaint form and resolution report should be filed by the Complaints Officer in the Complaints File held in the CEO’s office. The complaints officer will contact you to ensure that the matter is resolved to your satisfaction
If stage one fails to resolve the complaint, the complaints officer should notify the CEO of the matter. The CEO will correspond with you to advise that the she is handling the complaint and when you can expect a response.
The CEO will communicate with you the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If you remain dissatisfied after exhausting the internal procedure, you may refer the matter to the ombudsman.
The Office of the Ombudsman is open between 09.15 and 17.30 Monday to Thursday and 09.15 to 17.15 on Friday.