Irish Wheelchair Association acknowledges that on occasion our members or people who use our services may feel dissatisfied with the service they receive.

When this happens, you have the right to complain. Our Customer Care team is available to assist you with queries, questions or complaints.

How to make a complaint:

  1. Make a verbal complaint to a staff member or contact our Customer Care Team on 01 818 6485 or by email on customercare@iwa.ie.
  2. If your complaint is not resolved to your satisfaction please put your complaint in writing to Customer Care, Irish Wheelchair Association, Áras Chúchulainn, Blackheath Drive, Dublin 3 or email customercare@iwa.ie. If you need assistance in writing a letter or email, one of our local staff members will be happy to help you.
  3. Your formal complaint letter will be acknowledged in five days. You will receive a letter advising you of what will happen next and who will be investigating your complaint.
  4. An Investigation Officer will be appointed to look into your complaint. Meetings will be held with you to ascertain details of the issue. You can bring a family, member, friend or advocate to the meeting.
  5. The investigation should be concluded in 30 days but can take longer, in which case we will inform you of its progress every three weeks.
  6. If you are satisfied with the outcome of the process, a report is sent to you and all parties, closing the complaint.

If you are not satisfied with the outcome:

  1. You can appeal in writing to Irish Wheelchair Association no later than ten working days after the close of the investigation.
  2. You can appeal in writing to HSE Consumer Affairs at Office of Head of Consumer Affairs, Health Service Executive, Oak House, Millennium Park, Naas, Co. Kildare.
  3. You can appeal to the Office of the Ombudsman or the Ombudsman for Children if the complaint is regarding a child.