INTO Complaints Process

Introduction

We aim to provide our members with a professional, efficient and reliable service, and will always endeavour to achieve the highest standards possible. We acknowledge that despite our best efforts, there may be times when we don’t achieve the service that you expect. In such circumstances, members have a right to make a complaint to us. Your complaint should be made in a timely manner. The process for making a complaint is outlined below.

How to make a Complaint
Informal

As is the norm in dispute resolution mechanisms, there is an informal stage for raising issues and concerns regarding our services and/or the quality and level of service you have received. We ask that you raise this with the team member you have been dealing with in the first instance with the aim of seeking a resolution. Should a resolution not be possible with the individual team member, the opportunity will be provided to engage with a more senior team member. You can request the contact details from the relevant team member with whom you have been engaging. Again, the aim will be to reach a resolution to the matter.

Formal

Should your complaint remain unresolved after the informal stage you should put your complaint in writing to the Assistant General Secretary of the relevant section in Head Office or to the Assistant Northern Secretary in Northern Office. Contact details for each Assistant General Secretary and the Assistant Northern Secretary may be requested from Head Office/ Northern Office. You should provide enough information to help us understand the circumstances of your complaint. It will assist us in dealing promptly with your complaint if you give us the following information:

  • Your name, date of birth and/or payroll number;
  • A daytime telephone number, if you would be happy for us to contact you by phone – this may help resolve the matter more quickly;
  • The name of the team member involved;
  • The date(s) on which your engagement with us occurred;
  • Details of exactly of how the service did not meet your expectations; and
  • Include any relevant documentation/correspondence etc.

The Assistant General Secretary/Assistant Northern Secretary may contact you via telephone to discuss your complaint with a view to establishing the facts. During this engagement you will be treated fairly, with courtesy and without bias. We aim to reply within a reasonable timeframe but no later than 15 working days. More complex complaints may require a longer timeframe. Should this be the case we will consult with you about the timeframe. The Assistant General Secretary/Assistant Northern Secretary will seek to resolve your complaint and will inform you in writing of the outcome. If your complaint is upheld, we will consider the appropriate remedy.

Please note the following:

  • If the Assistant General Secretary or Northern Secretary is the subject of your complaint, you should write directly to the Deputy General Secretary.
  • If your complaint is about the Assistant Northern Secretary you should put your complaint in writing to the Northern Secretary.
  • Complaints about the Deputy General Secretary or the General Secretary are dealt with through a separate process and should be addressed to the President.

Contact details are available from Head Office and Northern Office.

Appeal

If you are dissatisfied with the outcome following the formal process, you should notify the General Secretary that you wish to appeal this decision within 10 working days of the receipt of the outcome of your complaint. Contact details are available from INTO Head Office. The following details should be set out:

  • Your name, date of birth and/or payroll number;
  • A daytime telephone number;
  • Include any relevant documentation/correspondence etc.
  • The reasons why you remain dissatisfied with the outcome of the formal stage.

Upon receipt of your appeal, the General Secretary will consider the matter. The General Secretary will inform you of the outcome within a reasonable timeframe but no later than 15 working days. More complex complaints may require a longer timeframe. Should this be the case the General Secretary will consult with you about the timeframe. The decision of the General Secretary shall be final.

Review

This policy will be reviewed on a regular basis, in conjunction with the INTO Members’ Service Charter.

Próiseas Gearán CMÉ

Réamhrá

Tá sé mar aidhm againn seirbhís ghairmiúil, éifeachtach agus iontaofa a chur ar fáil dár mbaill, agus déanfaimid iarracht i gcónaí na caighdeáin is airde agus is féidir a bhaint amach. Admhaímid, in ainneoin ár ndícheall, go bhféadfadh amanna a bheith ann nuair nach mbainimid amach an caighdeán seirbhíse a bhfuil tú ag súil leis. I gcúinsí dá leithéid, tá sé de cheart ag baill gearán a dhéanamh linn. Ba chóir do ghearán a dhéanamh go tráthúil. Tá an próiseas chun gearán a dhéanamh leagtha amach thíos.

Conas Gearán a dhéanamh
Neamhfhoirmiúil

Mar is gnách i meicníochtaí réitigh díospóide, tá céim neamhfhoirmiúil ann chun saincheisteanna agus buarthaí a ardú maidir lenár seirbhísí agus/nó maidir le cáilíocht agus leibhéal na seirbhíse atá faighte agat. Iarraimid ort é seo a ardú leis an mball foirne a raibh tú ag plé leis ar an gcéad ásc agus é mar aidhm agat réiteach a lorg. Mura mbeifear in ann teacht ar réiteach leis an mball foirne aonair, cuirfear an deis ar fáil chun dul i ngleic le ball foirne níos sinsearaí. Is féidir leat na sonraí teagmhála a iarraidh ón mball foirne ábhartha a raibh tú i dteagmháil leo. Arís, beidh sé mar aidhm teacht ar réiteach ar an ábhar.

Foirmiúil

Má fhanann do ghearán gan réiteach tar éis na céime neamhfhoirmiúla ba chóir duit do ghearán a chur i scríbhinn chuig Ard-Rúnaí Cúnta na rannóige ábhartha sa Phríomhoifig, nó chuig Rúnaí Cúnta an Tuaiscirt in Oifig an Tuaiscirt. Is féidir sonraí teagmhála do gach Ard-Rúnaí Cúnta agus Rúnaí Cúnta an Tuaiscirt a iarraidh ón bPríomhoifig/ ó Oifig an Tuaiscirt. Ba chóir duit go leor eolais a chur ar fáil chun cuidiú linn cúinsí do ghearáin a thuiscint. Cuideoidh sé linn déileáil go gasta le do ghearán má thugann tú an t-eolas seo a leanas dúinn:

  • D’ainm, dáta breithe agus/nó uimhir phárolla;
  • Uimhir theileafóin le linn an lae, dá mbeifeá sásta go ndéanfaimis teagmháil leat ar an bhfón – d’fhéadfadh sé seo cuidiú leis an ábhar a réiteach níos tapúla;
  • Ainm an bhaill foirne atá i gceist;
  • An dáta/na dátaí ar tharla do theagmháil linn;
  • Sonraí faoin gcaoi go díreach nár chomhlíon an tseirbhís na hionchais a bhí agat; agus
  • Cuir san áireamh aon cháipéisíocht/comhfhreagras ábhartha srl.

Féadfaidh an tArd-Rúnaí Cúnta/Rúnaí Cúnta an Tuaiscirt teagmháil a dhéanamh leat ar an teileafón chun do ghearán a phlé d’fhonn na fíricí a dheimhniú. Le linn na teagmhála seo caithfear go cothrom leat, le cúirtéis agus gan chlaontacht. Tá sé mar aidhm againn freagra a thabhairt laistigh de thréimhse ama réasúnta ach tráth nach déanaí ná 15 lá oibre. D’fhéadfadh sé go mbeidh tréimhse ama níos faide de dhíth ar ghearáin níos casta. Más amhlaidh an cás é rachaimid i gcomhairle leat faoin tréimhse ama. Féachfaidh an tArd-Rúnaí Cúnta/Rúnaí Cúnta an Tuaiscirt le do ghearán a réiteach agus cuirfidh sé/sí ar an eolas thú faoin toradh i scríbhinn. Má sheastar le do ghearán, déanfaimid machnamh ar choigeartú cuí.

Tabhair do d’aire an méid seo a leanas:

  • Má tá Ard-Rúnaí Cúnta nó Rúnaí an Tuaiscirt ina ábhar gearáin agat, ba chóir duit scríobh go díreach chuig an Leas-Ard-Rúnaí.
  • Má bhaineann do ghearán le Rúnaí Cúnta an Tuaiscirt ba chóir duit do ghearán a chur i scríbhinn chuig Rúnaí an Tuaiscirt.
  • Pléitear le gearáin faoin Leas-Ard-Rúnaí nó faoin Ard-Rúnaí trí phróiseas ar leith agus ba chóir iad a sheoladh chuig an Uachtarán.

Tá sonraí teagmhála ar fáil ón bPríomhoifig agus Oifig an Tuaiscirt.

Achomharc

Má tá tú míshásta leis an toradh tar éis an phróisis fhoirmiúil, ba chóir duit a chur in iúl don Ard-Rúnaí gur mian leat achomharc a dhéanamh in aghaidh an chinnidh, laistigh de 10 lá oibre tar éis an toradh a fháil ar do ghearán. Tá sonraí teagmhála ar fáil ó Phríomhoifig CMÉ. Ba chóir na sonraí seo a leanas a leagan amach:

  • D’ainm, dáta breithe agus/nó uimhir phárolla;
  • Uimhir fóin le linn an lae;
  • Cuir san áireamh aon cháipéisíocht/comhfhreagras ábhartha srl.
  • Na cúiseanna a bhfuil tú fós míshásta le toradh na céime foirmiúla.

Ar d’achomharc a fháil, déanfaidh an tArd-Rúnaí machnamh ar an ábhar. Cuirfidh an tArd-Rúnaí an toradh ar an eolas duit laistigh de thréimhse ama réasúnta ach tráth nach déanaí ná 15 lá oibre. D’fhéadfadh sé go mbeidh tréimhse ama níos faide de dhíth ar ghearáin níos casta. Más amhlaidh an cás é rachaidh an tArd-Rúnaí i gcomhairle leat faoin tréimhse ama. Beidh cinneadh an Ard-Rúnaí críochnaitheach.

Athbhreithniú

Déanfar athbhreithniú ar an bpolasaí seo ar bhonn rialta, i gcomhar le Cairt Seirbhíse Baill CMÉ.