Comments and Complaints
The Equality Tribunal is committed to providing a high quality and professional service to all users of the Tribunal. Our aim is to offer a high quality service in as helpful a way as possible. We adhere to the Principles of Quality Customer Service endorsed by the Government for the Public Service and to the Civil Service Code of Standards and Behaviour. We welcome suggestions which will help us to respond to the needs of our customers and to improve the service we deliver. Please let us know if you are particularly pleased with any aspect of our service.
Customer Service
Our Customer Service Charter outlines the standards of service you can expect in your dealings with us. Below you will find details of the manner in which we will address your concerns if you are not happy with the service you receive from us.
Complaints
You may make a complaint if our service falls short of what you consider acceptable.
All complaints will be dealt with promptly and in an objective and courteous manner.
Note
Please note that Equality Officers are independent in the function of hearing a case and issuing a decision. It is not possible to amend a decision which has issued except to correct minor omissions or a mistake in a name. If you are not happy with a decision you have the right to appeal it within 42 days, to the Labour Court for employment equality and pensions decisions, or to the Circuit Court for equal status decisions. Please contact the appropriate court for details of how to make an appeal.
If you have a complaint about the process of investigation, please write to the Head of Employment Equality or Head of Equal Status, depending on your case. If you have a complaint about mediation, please write to the Head of Mediation. Our Quality Customer Service Officer cannot deal with these complaints.
Making a Complaint
If you are not satisfied with the service you receive from the Tribunal, you should make your complaint as soon as possible.
You can do this by asking to speak to our Quality Customer Service Officer. Where possible, he will try to rectify the situation without delay.
If you do not obtain a satisfactory result, or if for any reason you would prefer not to complain at the time, you should make your complaint in writing by letter/email to the Tribunal.
Written complaints will be investigated fairly and impartially.
All written complaints will be logged and a receipt will be acknowledged within 5 working days.
All written complaints will be investigated by an official who was not involved in the matter giving rise to the complaint.
Where the complaint relates solely to the actions of the Tribunal, a substantive reply will normally be sent to you within 20 working days.
Where it is necessary to consult others, or if the complexity of the matter requires more time, a revised response time and a progress report will be issued.
Help Us to Help You
We can help you best if you:
- provide any information you have which is relevant to your inquiry
- provide any relevant documents and reference numbers you have
- follow any checklists or guidelines which you have been given
- treat our staff and other customers with courtesy and respect
Contact Points/Phone Numbers
You can find a list of contact points and phone numbers on our Contact Us page.
If a customer wants to make a suggestion on how we could improve our service, they can e-mail our Quality Customer Service Officer, Martin Kehoe
Martin's e-mail address is
martinkehoe@equalitytribunal.ie
Customers can also write to Martin at:
Quality Customer Service Officer
The Equality Tribunal
3 Clonmel Street
Dublin 2