Complaints and Feedback

IWA Customer Care

Your guide to IWA’s Customer Care process

How to make a complaint or give feedback

IWA encourages all people to voice any feedback or complaints they have regarding a service, a staff member, a service user or any other party. All complaints are dealt with fairly in a transparent manner and within reasonable time frames in accordance with our Customer Care Policy.

IWA will not ignore any concerns of abuse or harm that may emerge throughout this process. We will consult with the person that we have a concern for and will seek advice from the statutory services. Safeguarding is everyone’s responsibility.

The following are the steps that will be taken to resolve your complaint:


1
Verbal Complaint

You can make a verbal complaint to any staff member or through our Customer Care Department by phoning 01 818 6400 or emailing customercare@iwa.ie.

You are welcome to make suggestions as to how we can help you resolve your complaint and give feedback. Your verbal complaint will be formally documented.

We will aim to resolve your complaint with you at local level.
RESOLVED
Your complaint was resolved and it is now closed
NOT RESOLVED
Your complaint was not resolved. You can make a formal complaint.
2
Formal Complaint

Your formal complaint must be put in writing by either writing to us or by using IWA’s COMPLAINT AND FEEDBACK FORM available to download here

You can also request a copy by writing to Customer Care and Information Department, Irish Wheelchair Association, Blackheath Drive, Clontarf, Dublin 3.

If you require assistance completing the form or writing a letter a local staff member or a member of the Customer Care staff will be glad to assist you .
3
Acknowledgment

Your formal complaint will be acknowledged by letter in five working days by the IWA Customer Care Department; the letter will advise you what will happen next and who will be investigating your complaint.

4
Investigation

This is a formal process to look into your complaint. An Investigation Officer will be appointed.

As part of this process, meetings will be held separately with you, the respondent and any potential witnesses. Notes will be taken of any meetings and everyone will have an opportunity to ensure they are correct.

You will be able to bring a friend, family member or an advocate to support you at the meeting.

The investigation of your complaint should be concluded within 30 days, but sometimes it may take longer.
If we do not have your complaint addressed within 30 days we will keep you updated every 20 working days until such time as the investigation is concluded. We aim to have every complaint resolved within 6 months at the latest.
5
Conclusion

The investigation is closed. A report is written and communicated to you and all parties involved and you are satisfied with the outcome.

If you remain dissatisfied that your complaint has not been resolved you can use the following Appeals Process.
6
Appeals Process

There are three options open to you for Appeal:

1.1. Option 1: You can appeal in writing to the IWA
You can appeal in writing no later than 10 working days following the close of the investigation. Your appeal must be addressed to the IWA Director of the relevant Service or to the IWA Director of Quality and Standards at the Customer Care Department, Irish Wheelchair Association, Blackheath Drive, Clontarf, Dublin 3. Email: customercare@iwa.ie

1.2. Option 2: You can appeal in writing to HSE Consumer Affairs
Where complaints are made in connection to matters relating to activities or services which are funded by the HSE in whole or in part, you can ask the HSE to review your complaint. All requests for reviews should be addressed to: Office of Head of Consumer Affairs, Health Service Executive, Oak House, Millennium Park, Naas, Co. Kildare.

1.3. Option 3: You can appeal to the Office of Ombudsman or in the case of a complaint regarding a child the office of the Ombudsman for Children
As provided for in the Health Act 2004, if you are not satisfied with the IWA complaint outcome, you may register a further complaint with the Ombudsman. Office of the Ombudsman, 18 Lr Leeson Street, Dublin 2. Tel: +353 1 639 5600, Lo-call: 1890 223 030, Fax: 01 639 567 or Ombudsman for Children’s Office, Millennium House, 52-56 Great Strand Street, Dublin 1. Tel: 01 865 6800.

Contacting Customer Care

Postal address:
Irish Wheelchair Association, Blackheath Drive, Clontarf, Dublin 3, Ireland.

Phone: 01 818 6485
or email customercare@iwa.ie