Complaints Procedure, City of Galway VEC

City of Galway VEC Complaints Procedure

Disability Act 2005 City of Galway VEC Complaints Procedure

A complaint may be made against the City of Galway VEC if they do not comply with the following sections of the Act:

Section 25 Access to public building. All public buildings must be accessible to all users by 2015;
Section 26 Access to services provided by a public body. Services for persons with and persons without disabilities should be integrated. Assistance in accessing the service should be provided and there should be at least one Access Officer on staff to assist and guide people with disabilities in accessing the services;
Section 27 Accessibility of services supplied to a public body. Goods and services provided to public bodies should be as far as practicable appropriate;
Section 28 access to information. Communication (oral/written/electronic) should be provided in a form that is accessible to persons with hearing or visual impairments

Access Officer – Pauline Folan

The access officer appointed under section 26 (2) is Pauline Folan. She is responsible ‘to provide or arrange for and co-ordinate the provision of assistance and guidance to persons with disabilities in accessing its services’.

Making a complaint If you feel that the CGVEC has failed to comply with Sections 25-29 of the Disability Act 2005 and you would like to make a complaint, you can do either of the following.

E-mail: pauline.folan@cgvec.ie

Post to:

Pauline Folan

City of Galway VEC

Island House

Cathedral Square

Galway

Complaint Form

To assist you in making your complaint there is a complaint form available. There is also a useful checklist provided to ensure you have submitted all the relevant information.

Investigation of Complaints/Inquiry Officer - Pauline Folan

Under section 39 of the Disability Act 2005, the head of the body is required to authorize officers to undertake the role of Inquiry Officer(s).

A complaint received shall be referred to the Inquiry Officer (Pauline Folan).

The Inquiry Officer shall investigate the complaint and prepare a report in writing of the results of the investigation and provide a copy of it to the head of the public body and to the person who made the complaint.

Further Investigation Options

If you are not happy with the result of our investigation, you may request to have the matter referred to a higher level in CGVEC for review.

If you are not satisfied with this second reply, you can refer your complaint (and our replies) to the Ombudsman for consideration.

Office of the Ombudsman,

18 Lower Leeson Street,

Dublin 2.

Tel: (01) 678 5222 Fax: (01) 661 0570 Web: http://www.ombudsman.gov.ie

Complaints should include the following information:

Name, address, contact telephone number and e-mail address (if available)
Whether you are looking for access to a CGVEC building, services or information?
What location/centre did you deal with?
When and whom did you meet? Date/staff name
How and why was the service/ information/ public place or building inaccessible to you?
What was the response of the persons (s) you were dealing with?
Why were you dissatisfied with the response / comments?