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Handling Feedback and Complaints

Purpose of this policy

The ISPCA value feedback as it assists us in improving the quality of our service to the highest possible standard to the public. The ISPCA is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. 


Definition of a complaint

Complaints are defined as an expression of dissatisfaction or grievance by a member of the public in relation to a member of staff or the quality of our service.

Complaints must be made in writing, signed and submitted within 28 working days of the date of the alleged incident.  Anonymous complaints or complaints made by a third party will not be considered. We welcome feedback on any aspect of our work.  


Recording complaints

All complaints will be recorded at the time the complaint is received in writing. Members of the public making complaints by phone, that cannot be resolved at the first point of contact with section Manager, will be advised of our complaints policy and invited to submit their complaint in writing.

Details of all communication with the complainant and any action taken to resolve the complaint will be recorded.

Complainant’s personal details and particulars of their complaint will be treated in strict confidence.

All complaints received will be acknowledged within 7 working days and will be allocated a reference number for future correspondence.


Informing progress

We strive to resolve all complaints within a reasonable timeframe, but delays may occur.

Complainants will be given an approximate timeframe for the commencement of inquiries and will be informed of the progress, especially if there are any delays or changes, to what has been agreed.

Responding to complaints

All people making a complaint will be treated with courtesy and respect.  Where possible, complaints will be resolved at the first point of contact with the section manager and at the earliest opportunity. If the complaint cannot be resolved at this stage, the complainant will be given contact details to make a complaint in writing (see details below) 

Your complaint will be acknowledged and dealt with by our Public Relations Officer. Please provide us with as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

Management will;

  1. Contact the complainant and document particulars of their complaint.
  2. Inform the staff member concerned of the complaint and furnish a copy of same to that person.
  3. Invite the staff member to make a response.
  4. Document any response. If it appears the alleged incident is of a criminal nature or has been reported to the Gardaí, no further action will be taken until the outcome of any Garda investigation.
  5. Carry out all reasonable inquiries into the complaint.
  6. Convey the outcome of the inquiries to all parties to the complaint.
  7. Recommend a satisfactory resolution to the complaint.

No further action will be taken if the complaint is resolved at this stage.

Escalation of complaints

If the complaint cannot be resolved by the above process, it will be referred to the CEO of the ISPCA and both parties will be informed.

The CEO will review the complaint and may appoint an independent person to assist, if required.

The CEO will make the final determination on the complaint and this will be communicated to all parties involved.

If you are not happy with our response, you can get in touch again by writing to the ISPCA Chairperson.  The Chairperson will ensure that your appeal is considered by the Board of Management and will respond within four week of the appeal having been considered by Board members.


Review of complaint handling policy and procedures

The ISPCA is committed to continuous improvement and this policy will be reviewed regularly.  

All written complaints should be sent in writing to the address below or emailed as follows:

Public Relations Section

ISPCA 

National Animal Centre

Derryglogher

Keenagh

Co. Longford

T:   043 33 25035

E:   enquiries@ispca.ie 

Office hours are from 09:00 am to 5:00pm Monday to Friday.

Dr Andrew Kelly ISPCA CEO

To report cruelty to an animal, please complete our confidential online complaint form here, call 1890 515 515 (Monday to Friday between 9am and 5pm) or email helpline@ispca.ie