Introduction

EPIC is committed to honouring the dignity of each young person in care. During the course of our work there may be a time when, for some reason, you may feel unhappy with EPIC.  We genuinely want to know if you are unhappy with some part of our work.  Listening and being open to all you have to say helps us as an organisation to constantly learn from you and find new ways to improve the way in which we work with you and for you.  Below is information on what a complaint is and how to make a complaint.

What is a Complaint?

This is letting someone know that you are not satisfied with something, for example, “Someone didn’t phone me back...” or “She didn’t explain things to me…”. 

Who can make a complaint?

YOU!  It is your right to make a complaint about any part of our work with you that you are not satisfied with.

Some people are fearful of making a complaint, for example, they might feel that it will go against them in some way.  You will not get into to trouble for saying what you feel. 

Why make a Complaint?

It allows you to get something off your chest and to be really listened to.  Also by making a complaint it gives you the opportunity to, for example, have someone explain to you why things happened the way they did; or a genuine apology for something that was/was not done; and or further help/advice with your problem.

As well as letting us know what you are unhappy about it is also a chance for you to say what it is you would like to happen.  EPIC is happy to listen to you and to help you to put things right. 

How to make a Complaint

You can let EPIC know you have a complaint to make, by:

• telephoning and or meeting with a member of EPIC staff
• email info@epiconline.ie
• or, you can download the form (below) fill it in and post it to The Administrator, EPIC, 7 Red Cow Lane, Dublin 7.

Please note all complaints go straight to the Director of EPIC.

An Advocate

Know that when making your complaint you have a right to an advocate (a person who will listen to you and help you, and or speak on your behalf).  An advocate could be an EPIC member of staff (not involved in the complaint) or you may like it to be your social worker, or the Ombudsman for Children and Young People. 

What happens when the complaint has been made and sent to EPIC?

Below is a list of the stages (what will happen step by step) and time frames (when these will happen) that will take place once your complaint has been received by EPIC.

• The Director of EPICwill contact you within three working days of receiving your complaint to let you know she has received it. 
• After you have been contacted by the Director to let you know that she has received your complaint it will be dealt with as quickly as possible.  How quickly we can get back to you will depend on how complicated the complaint is.  Our aim is to get back to you within four weeks.
• If it is not possible to sort the problem out in four weeks, we will contact you to let you know why; and to let you know when you can expect to hear from us again.  Please note that you can contact the Director at any point during this time.