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Complaints Procedure

The Complaints Administrator:

  • Shona Bannon
  • Co-ordinates communications and responses to customers who have made a complaint.
  • Keeps track of procedural progress
  • Where complaints are received in writing or email; an acknowledgement is sent within 5 working days.

A : Customer Complaints Procedure regarding CIB/Staff

  1. The customer makes a complaint to Complaints Administrator (CA). The complaint is considered formally lodged.
  2. The CA acknowledges the complaint (if received by hard copy or email) within 5 working days and gives details of who will be contacted and when s/he'll get back to the customer specifying the name and contact telephone details. The method of communication between the complainant and the CA is to be agreed with the complainant.
  3. A copy of each complaint is issued to the Chief Executive and relevant Senior Manager.
  4. The CA contacts the manager of the staff member involved. A written summary of the complaint is forwarded to the manager who should forward this to the staff member and the staff member is requested to respond to the manager. The manager will issue a reply to the complainant within 15 working days of receipt.
  5. Staff and managers are obliged to co-operate with all investigations and provide the CA with relevant documentation for recording purposes that are required to resolve the issue.
  6. The CA will track responses of the complaint to resolution by making contact on a regular basis with the manager by way of weekly checking in.
  7. If a satisfactory resolution cannot be found, the complaint will be brought to the attention of the relevant senior manager and /or the Chief Executive if necessary.
  8. The customer is kept up to date with the procedural progress directly by the manager involved in handling the complaint; however, the customer can at any time make contact with the CA for an update on progress. The CA will contact the manager for an update and provide to the customer as required.
  9. The CA keeps a log of all communications and details of actions taken in respect of each complaint received by regular updates by the manager and also keeps the Chief Executive informed. This will be by weekly check in with the manager.
  10. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for service/individual in question)
  11. A record of complaints made is to be maintained by the CA. A summary of complaints received will be noted in the Annual report.
  12. A monthly report of all complaints and progress is submitted to the SMT.

B : Customer Complaints Procedure relating to CIB funded organisations

Where complaints are received regarding a Citizens Information Service, MABS, SLIS and Disability Advocacy Projects, all of whom are fully funded by CIB, the following procedure should apply:

  1. Verify that the complaint relates to an area of activity which CIB is funding
  2. Ascertain if the complaint has been brought to the attention of the body in question and encourage the complainant to bring their complaint to the body in question in the first instance. (Hard copy complaint procedures from other bodies can be offered to the complainant). No follow up or feedback is required should a complainant take this route.
  3. Where the complainant wishes to pursue the complaint through CIB, the complaint is considered formally logged and if written or email will be acknowledged within 5 working days.
  4. The matter will be referred by email to the manager of the team with responsibility for the funded organisation and copied to the Chief Executive and relevant Senior Manager.
  5. The complainant should be advised as to who the complaint will be passed to, their contact name and contact telephone details.
  6. The manager concerned will liaise (or arrange for liaison) with the complainant and if deemed appropriate investigate (or arrange for the investigation) of the complaint. The manager will issue a reply to the complainant within 15 working days of receipt.
  7. Direct contact with the customer is made from this point by the manager who should keep a log of all communications and details of actions taken in respect of the complaint received by regular updates.
  8. The CA should be notified of the outcome and all documentation relating to the complaint should be passed to the CA from the manager.
  9. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for the funded organisation)
  10. A record of complaints made is to be maintained by the CA
  11. A monthly report of all complaints and progress is submitted to the SMT.

C : Complaints under the Disability Act

  1. In line with the Disability Act, Section 38, a person may make a complaint in writing to the head of a public body in relation to failure of the body to comply with section 25, 26, 27, 28 or 29 of this Act.
  2. The complainant makes a complaint to Complaints Administrator (CA). The complaint is considered formally lodged. The complainant is made aware that CIB have an Access Officer, Helen Lahert, who is independent of the complaint process and is available to assist the complainant in bringing the complaint to CIB.
  3. The CA acknowledges the complaint (if received by hard copy or email) within 5 working days and gives details of the Inquiry Officer (to be named) who will contact the complainant in order to investigate the complaint.
  4. The Chief Executive and relevant Senior Manager are kept informed at all times.
  5. Direct contact is made from this point by the Inquiry Officer who will keep a log of all communications and details of actions taken in respect of the complaint received. The Inquiry Officer will issue a reply to the complainant within 15 working days of receipt.
  6. The CA should be notified of the outcome and all documentation relating to the complaint should be passed to the CA from the Inquiry Officer.
  7. The Inquiry Officer upon investigation of the complaint will prepare are rot in writing of the results of the investigation and furnish a copy of it to the Chief Executive.
  8. In the event that a complaint is not considered satisfactorily resolved by the complainant the matter can be appealed through the Senior Manager (not the senior manager with responsibility for the funded organisation)
  9. A monthly report of all complaints and progress is submitted to the SMT.