Complaints

Kildare County Childcare Committee Complaints Policy

 

KCCC is committed to providing a high-quality service to all our customers. Kildare CCC views complaints as an opportunity to learn and improve our services for the future.

 

Commitment to our Customers

Our policy is to:

  • Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

  • Ensure all complaints are investigated fairly, promptly and confidentially

  • Handle all complaint information sensitively while adhering to relevant data protection and child protection legislation (Exception: if complaint contains information that indicates a direct danger to a child/children, it will be given priority and dealt with immediately. During this process the CCC will refer the complaint directly to Tusla (Child & Family Agency) and/or local An Garda Síochána in line with Kildare County Childcare Committee’s Child Protection Policy.)

  • Gather information which helps us to improve what we do

  • Evaluate and learn from complaints and use them to review and improve our services

  • Ensure complainant information and data is communicated, recorded and stored in line with our own internal operating procedures and GDPR policy.

 

What is a complaint?

A complaint is an expression of dissatisfaction concerning the provision of a service or services by the Kildare CCC, as laid out under the commitments in our Customer Charter.

 

How to make a complaint?

All correspondence is dealt with confidentially but cannot be submitted anonymously.

A complaint about services provided by the County Childcare Committee should be directed to the Kildare CCC manager, who will endeavour to deal with the complaint without delay. Customers can make a complaint in the following ways:

  • Visiting KCCC office – Kildare CCC, Unit 21, Thompson Enterprise Centre, Clane Business Park, Clane, Co. Kildare. Kildare CCC will ensure that your privacy is respected and that all matters will be dealt with confidentially.

  • Contact by phone – 045 -861307, Kildare CCC is available to answer your calls during normal office hours (9am-5pm) Monday to Friday.

  • Correspondence by email – (info@kCCC.ie) or post – Kildare CCC, Unit 21, Thompson Enterprise Centre, Clane Business Park, Clane, Co. Kildare. Kildare CCC will acknowledge receipt of any communications within 3 working days Kildare CCC will ensure that a substantive reply to a complaint will follow within 15 days working days of initial receipt.

  • Completing the Concern/Complaint template form which can be found in Appendix 1 at the end of this document

 

Customers who wish to make a complaint in relation to the Early Learning and Care and/or School Age Childcare sector, the Kildare CCC will try to assist you in finding a resolution with the service/ agency if possible and/or signpost you to the relevant agency to escalate your complaint further.

 

What information is required when making a complaint?

In order for KCCC to assist in the investigation of your complaint, please be sure to provide the following information with your complaint:

  • Your name, address, telephone number and email address

  • Information in relation to your complaint and what you were dissatisfied with in relation to the service provided by the CCC

  • Name of the staff member/s who dealt with you, if known and appropriate.

 

Response time to your Complaint

  • We will acknowledge receipt of any communications within 3 working days.

  • We will investigate all complaints and will ensure that a substantive reply will follow within 15 working days of initial receipt.

  • Where this is not possible to answer your query within these timeframes, we will communicate with you to keep you advised of our progress.

 

Review of your Complaint

If the CCC Manager cannot resolve your complaint or you do not wish to submit your complaint directly to the County Childcare Committee Manager, please refer your complaint to the Chairperson of Kildare County Childcare Committee at Unit 21, Thompson Enterprise Centre, Clane Business Park, Clane, Co. Kildare.

Details of the Chairperson and Board Members can be found on our website at: https://www.kccc.ie/Our-Members

Response time will normally be within 15 working days.

Where this is not possible due to an ongoing investigation, a progress report will be sent with an indication as to when a full reply will be given.

 

Appeal of your Complaint

If you are still not satisfied with the response provided, it is possible for you to refer the matter to the Office of Ombudsman. Details provided below:

Office of the Ombudsman 6 Earlsfort Terrace,

Dublin 2, D02 W773.

T: +353 1 639 5600

LoCall: 1890 223 030

info@ombudsman.ie

 

KCCC Concern & Complaint Form

Copyright 2021 by Kildare County Childcare Committee