Complaints Procedure

Kilkenny and Carlow ETB is committed to providing a high quality customer service.

Our staff aim to deliver the best possible service to you in an effective, efficient and caring manner. If you would like to make any general comments or suggestions regarding our services you can complete one of our ‘Customer Comment Cards’which are available in all our offices/schools/centres or from our Customer Services Officer on: 056-777 0966.

However, if you are unhappy with the service you receive from a particular office/school/centre you should let us know as soon as possible. The following outlines the process through which we will address your concerns.

What issues are covered?

This procedure concerns complaints about issues such as delays, mistakes, poor customer service, instances where you did not receive the quality of service you feel you are entitled to. Please note that individual schools/centres have specific policies and procedures regarding student admissions, discipline and other school/centre based issues. This procedure will not cover such issues.

Standards for dealing with complaints.

We will treat your complaint in a consistent, fair and transparent manner.
If you make a complaint it will have no implications for your other dealings and contacts with the ETB.
Correspondence about your complaint will be filed separately from other information held about you in the ETB.
An acknowledgement letter confirming receipt of a complaint will be issued within five working days of its receipt.
The complaint will be investigated by a member of staff or appropriate representative other than those involved in the original decision or action.
Your complaint will be investigated and a reply sent within 20 working days of the receipt of your complaint or as soon as is practicable thereafter.

How to make a complaint.

County Kilkenny ETB has put in place the following procedure for dealing with complaints:

 

Stage 1: Discuss with Centre/School/Office
In the first instance, the complaint should be brought to the attention of our staff in the office/centre/school concerned in writing. The people who can best deal with a complaint are those who provide the service. The staff concerned will try to address your complaint and ensure that mistakes and/or misunderstandings are resolved.

 

Stage 2: Contact the Customer Services Officer
If the issue cannot be resolved by the staff concerned or if you are unhappy with the response you receive you should contact the Customer Services Officer, in writing, who will arrange for your complaint to be investigated.
Christine Mc Grath – Customer Services Officer
Kilkenny and Carlow ETB
Seville Lodge
Callan Road
Kilkenny
County KilkennyTel:056 777 0966
Email:cmcgrath@kcetb.ie

 

Information which should be provided:

You can help to speed up the investigation of your complaint by providing the following details in writing:

Your name and address
The exact nature of your complaint
The date of the occurrence
The name of the section and, if appropriate, the official(s) with whom you were dealing
A daytime telephone number, if you would be happy for us to contact you by telephone. This may help us to resolve the matter more quickly.
Remember to send us all the relevant documentation or correspondence that you may have.

 

Stage 3: Contact the Chief Executive
If you are dissatisfied with the outcome of the review by the Customer Services Officer the matter may be appealed, in writing, to the CE.
Cynthia Deane, Chief Executive
Kilkenny and Carlow ETB
Athy Road

Carlow

Email: cdeane@kcebt.ie

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