Region: ROI

Introduction

INTO Head Office and Northern Office staff 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 against a member of Head Office or Northern Office staff is outlined below.

This process does not comprehend situations where members disagree with INTO policy. Such issues should be addressed through our democratic structures. Every member is entitled to attend their branch meeting and have their views heard.

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.

Who we are

The Irish National Teachers’ Organisation (INTO) is a trade union and professional organisation representing over 50,000 teachers in the Republic of Ireland and Northern Ireland.

Our Aim

We aim to provide our members with a professional, efficient and reliable service, and will always endeavour to achieve the highest standards possible. The purpose of the Members’ Service Charter is to set out the standard of service our members can expect to receive from this Organisation.

Services to Members

The INTO provides a range of services to members through Head Office, Northern Office and locally elected representatives. All members are entitled to:

• Professional protection in or out of school arising out of, or in the course of, employment as a teacher;
• Advice which is relevant and up-to-date, assistance and support on terms and conditions of employment, legal, industrial relations and professional matters;
• Legal assistance in accordance with our Conditions Governing Legal Advice and Rule 121;
• Indemnity insurance for certain claims not covered by school insurance that might be made for acts arising out of or in the course of their employment;
• An efficient and reliable information service on professional matters through our website and social media platforms;
• A range of grants subject to certain criteria;
• Access to the website and the Organisation’s information bulletins and publications;
• Access to CPD and training events
• Access to specific group insurance, finance schemes and other specially negotiated membership benefits and services.

Member Commitment

In our dealings with members, we will endeavour to ensure that our staff:

• Deliver our services in an inclusive manner that respects your dignity.
• Ensure the rights of equal treatment established by equality legislation are upheld.
• Treat you with courtesy and professionalism.
• Have the relevant knowledge and experience, responsibility and authority to provide you with reliable and accurate information in a clear manner, or refer you to someone who can.
• Deal with your requests, queries and concerns as efficiently as possible and to the best of our ability.
• Cuir séirbhís ar fáil as Gaeilge nuair is feidir linn
• Protect your information and adhere to confidentiality requirements in accordance with our Data Privacy Notice
• Commit to regularly exploring new and better ways of delivering our service.

Central Executive and Northern Committee

Our service is complemented by our Central Executive Committee (CEC) and Northern Committee (NC) representatives who are available to offer support and advice. You will find contact details for your local representative in the INTO diary and on the website. Please be aware that committee members are full-time teachers and should be contacted outside school times if possible.

Service Targets

• The Irish National Teachers’ Organisation provides a comprehensive and wide-ranging information and advice service to its members. Sources of information include the website, InTouch, e-newsletter, FAQs and our communication platforms. We provide up-to-date and relevant continuous professional development for members.
• Your first port of call for information on our services should be to our website www.into.ie, where we provide you with relevant, up-to-date and easily accessible information. We commit to updating the website in a timely manner as new information becomes available.
• Our Queryline service can be accessed via the online portal, email and telephone. Our service target is to respond to your query within a reasonable timeframe but no longer than 3 working days. There may be circumstances beyond our control which can cause a longer response time.
• Our structures provide for consultation with members. We commit to maintaining structures that are equitable, inclusive, participatory, transparent, accountable and democratic.

Your role and responsibilities

In order for us to help you we expect you to:

• Provide us with the relevant information we need to help you
• Treat our staff with respect

We will not tolerate abusive, offensive or threatening behaviour, or that which, due to the frequency of contact, accounts for a disproportionate amount of time and resources. We have a right to end any communications if the caller is considered aggressive, abusive, offensive, excessively argumentative or confrontational. The team member taking the call will inform the caller that his/her/their behaviour is unacceptable and that the call will be terminated if the behaviour continues. This also applies to communications via our social media platforms. Please see our Social Media Community Guidelines.

Members’ Complaints

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. This process is outlined in the INTO Members’ Complaints Procedure.

Review

This policy is subject to regular review, in conjunction with the INTO Members’ Complaints Procedure.

Cairt Seirbhíse na mBaill

Cé muid féin

Is ceardchumann agus eagraíocht ghairmiúil é Cumann Múinteoirí Éireann (CMÉ) a dhéanann ionadaíocht ar bhreis agus 50,000 múinteoir i bPoblacht na hÉireann agus i dTuaisceart Éireann.

An Aidhm atá Againn

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. Is é cuspóir Chairt Seirbhíse na mBaill ná caighdeán na seirbhíse ar féidir lenár mbaill a bheith ag súil leis ón Eagraíocht seo a leagan amach.

Seirbhísí do Bhaill

Cuireann CMÉ réimse seirbhísí ar fáil do bhaill tríd an bPríomhoifig, Oifig an Tuaiscirt agus ionadaithe atá tofa go háitiúil. Tá gach ball i dteideal:

• Cosaint ghairmiúil sa scoil nó lasmuigh a eascraíonn as fostaíocht mar mhúinteoir nó le linn na fostaíochta sin;
• Comhairle atá ábhartha agus cothrom le dáta, cuidiú agus tacaíocht maidir le téarmaí agus coinníollacha fostaíochta, dlí, caidrimh thionsclaíocha agus cúrsaí gairmiúla;
• Cuidiú dlíthiúil de réir na gCoinníollacha atá againn lena Rialaítear Comhairle Dlí agus Riail 121;
• Árachas slánaíochta d’éilimh áirithe nach bhfuil clúdaithe faoin árachas scoile a d’fhéadfaí a dhéanamh le haghaidh gníomhartha a eascraíonn as a bhfostaíocht nó i gcúrsa na fostaíochta sin;
• Seirbhís faisnéise éifeachtach agus iontaofa ar chúrsaí gairmiúla trínár suíomh gréasáin agus ár n-ardáin meán sóisialta;
• Réimse deontas faoi réir critéir áirithe;
• Rochtain ar an suíomh gréasáin agus ar fheasacháin faisnéise agus ar fhoilseacháin na hEagraíochta;
• Rochtain ar imeachtaí oiliúna agus FGL (Forbairt Ghairmiúil Leanúnach);
• Rochtain ar ghrúpárachas ar leith, scéimeanna airgeadais agus sochair agus seirbhísí ballraíochta eile atá idirbheartaithe go speisialta.

Gealltanas do Bhaill

Agus muid ag plé le baill déanfaimid iarracht a chinntiú go ndéanfaidh ár bhfoireann:

• Ár seirbhísí a sholáthar ar bhealach cuimsitheach a léiríonn meas ar do dhínit;
• A chinntiú go seasfar le cearta na cóireála comhionanna a bhunaítear le reachtaíocht chomhionannais;
• Caitheamh leat le cúirtéis agus le gairmiúlacht;
• An t-eolas agus an taithí, an fhreagracht agus an t-údarás ábhartha a bheith acu chun faisnéis iontaofa chruinn a sholáthar duit ar bhealach soiléir, nó tú a threorú chuig duine atá;
• Déileáil le d’iarratais, ceisteanna agus buarthaí chomh héifeachtach agus is féidir agus chomh maith agus is féidir linn;
• Seirbhís Ghaeilge a chur ar fáil nuair is féidir linn;
• Do chuid faisnéise a chosaint agus cloí le riachtanais rúndachta de réir ár bhFógra Príobháideachais Sonraí;
• Tiomantas a thabhairt bealaí nua agus bealaí níos fearr chun ár seirbhís a soláthar a fhiosrú go rialta.

Lárchoiste Feidhmiúcháin agus Coiste an Tuaiscirt

Tá ár seirbhís comhlánaithe ag ár Lárchoiste Feidhmiúcháin (LCF) agus ionadaithe Choiste an Tuaiscirt (CT) atá ar fáil chun tacaíocht agus comhairle a chur ar fáil. Gheobhaidh tú sonraí teagmhála do d’ionadaí áitiúil sa dialann CMÉ agus ar an suíomh gréasáin. Tabhair faoi deara gur múinteoirí lánaimseartha iad baill an choiste agus gur cheart teagmháil a dhéanamh leo lasmuigh d’amanna scoile más féidir.

Spriocanna Seirbhíse

• Cuireann Cumann Múinteoirí Éireann seirbhís eolais agus comhairle atá cuimsitheach agus leathan agus comhairle ar fáil dá mbaill. I measc na bhfoinsí faisnéise tá an suíomh gréasáin, InTouch, ríomh-nuachtlitir, Ceisteanna Coitianta agus ár n-ardáin chumarsáide. Soláthraímid forbairt ghairmiúil leanúnach do bhaill atá cothrom le dáta agus ábhartha;
• Ba chóir duit aghaidh a thabhairt i dtosach ar fhaisnéis faoinár seirbhísí ar ár suíomh gréasáin www.into.ie, áit a gcuirimid faisnéis ábhartha, cothrom le dáta agus inrochtana ar fáil duit. Táimid tiomanta an suíomh gréasáin a nuashonrú go tráthúil, de réir mar a thagann faisnéis nua chun cinn;
• Is féidir teacht ar ár seirbhís Queryline tríd an tairseach ar líne, ríomhphost agus teileafón. Is é an sprioc seirbhíse atá againn ná freagra a thabhairt ar do cheist laistigh de thréimhse ama réasúnta ach nach faide ná 3 lá oibre. D’fhéadfadh cúinsí a bheith ann nach bhfuil neart againn orthu a d’fhéadfadh a bheith ina chúis le ham freagartha níos faide;
• Déanann ár struchtúir foráil do chomhairliúchán le baill. Táimid tiomanta do struchtúir a chothabháil atá cothrom, ionchuimsitheach, rannpháirtíoch, trédhearcach, freagrach agus daonlathach.

Do ról agus do fhreagrachtaí

Chun go mbeimid in ann cabhrú leatsa, táimid ag súil go ndéanfaidh tú na nithe seo a leanas:

• An t-eolas ábhartha a theastaíonn uainn chun cuidiú leat a chur ar fáil dúinn
• Caitheamh go measúil lenár bhfoireann

Ní ghlacfaimid le hiompar maslach, gránna nó bagrach, nó mar gheall ar mhinicíocht na teagmhála, atá in a chúis le méid díréireach ama agus acmhainní. Tá sé de cheart againn deireadh a chur le haon chumarsáid má mheastar go bhfuil an glaoiteoir ionsaitheach, maslach, gránna, ró-throdach nó achrannach. Cuirfidh an ball foirne atá ag glacadh an ghlaoigh in iúl don ghlaoiteoir nach féidir glacadh le hiompar dá shórt agus go gcuirfear deireadh leis an nglaoch má leanann an t-iompar ar aghaidh. Baineann sé seo freisin le cumarsáid trínár n-ardáin meán sóisialta. Féach ar ár dTreoirlínte Pobail ar na Meáin Shóisialta.

Gearáin ó Bhaill

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. Tá an próiseas seo leagtha amach in Gnás Gearán Baill CMÉ, atá ar fáil i réimse na mball ar ár suíomh gréasáin.

Athbhreithniú

Déantar an polasaí seo a athbhreithniú go rialta, i gcomhar le Próiseas Gearán Baill CMÉ.