Irish Association of Suicidology Complaints Policy and Procedure

Our Commitment to You

The Irish Association of Suicidology (IAS) is committed to ensuring that all our communications and dealings with our members, volunteers, the general public, and all who engage with us are of the highest possible standard. IAS will respond to all complaints in a confidential, sensitive, fair and effective manner without undue delay, while also ensuring that the complexity of the issues involved is factored in. No complainant will in any way be disadvantaged as a result of making a complaint pursuant to this policy.

We listen and respond to all views and feedback received so that we can continue to improve our services and standards. IAS welcomes both positive and negative feedback.

Therefore we aim to ensure that:

  • It is as easy as possible to make a complaint, where the need arises;
  • We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
  • We treat every complaint seriously, whether made by telephone, letter, email or in person;
  • We deal with any complaint quickly and politely;
  • We respond accordingly – for example, with an explanation or apology where we have got things wrong, and with information on any action taken, etc;
  • We learn from complaints, use them to improve, and monitor them at Board level.

What to do if you have a Complaint?

If you do have a complaint about any aspect of our work, you can contact the IAS in writing or by telephone. In the first instance, your complaint will be dealt with by the Complaints Officer. Please let us know how you would like us to respond, with relevant contact details.

Contact details are:

Complaints Officer

Irish Association of Suicidology

P.O. Box 11634

Ballsbridge

Dublin 4

Tel: 01-6674900

Email: projects@ias.ie

We are open from Monday to Friday. However, if we are out of the office or cannot take your call, you may leave a message and we will respond to you by the end of the next working day.

What Happens Next?

If you submit your complaint in person or over the phone, we will try to resolve the issue there and then.

Similarly, if you submit your complaint by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve the issue within 21 days. It is the guiding principle of this Complaints Policy that, where possible or appropriate, an amicable solution will be sought. If this is not possible, we will explain why and give you a new deadline.

All complaints will be logged in our ‘Complaints Register” and tracked until they are resolved.

The complaints register is reviewed by the Board of Directors quarterly.

What happens if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to the Chairman of the Irish Association of Suicidology, Dr Justin Brophy. The Chairman will ensure that your complaint is tabled for consideration at the next Board Meeting. He will respond within two weeks of this consideration by Board members.

Acting on Results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

Your voice

We hope you agree that most of the time we do provide a good quality service. We value all feedback from those who engage with us and would also like to hear from you about what you think we do well.

END

Irish Association of Suicidology January 2015

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