Feedback and Complaints

Frequently Asked Questions 

What is feedback and who can provide it? 

Anyone can provide feedback to us about their experience of our services or their engagement with our organisation. Feedback can be: Comments | Suggestions | Ideas | Observations | Compliments about when we get things right 🙂

What will happen with my feedback?

If you send us positive feedback or a compliment we will send you an acknowledgement email if contact details are provided. All positive feedback or compliments will be forwarded to the relevant team or staff member. They will also inform and improve the way we work by helping us to understand what we are doing well!

Sometimes we might use feedback in our reports, but we we always ask if we can do so before using feedback externally.

What is a complaint and who can make one? 

Anyone who uses, has used, or has tried to use any EPIC services or who has received or tried to receive assistance or support from EPIC has a right to make a complaint. A complaint is when someone tells us they are not happy about something we have done or failed to do, and they feel it was unfair and/or has adversely (negatively) affected them. 

Children and young people can make a complaint by themselves without involving an adult, or they can ask someone else, like their Social Worker, carer or another professional, to make a complaint on their behalf.

The law says an action is unfair or unsound if it is:  

• taken without proper permission or authority 
• taken for unnecessary reasons 
• the result of negligence or carelessness 
• based on incorrect or incomplete information 
• discriminatory 
• based on poor administrative practices 
• in any other respect contrary to fair or sound administration. 

These categories are taken from the Child and Family Agency Act 2013. 

If I’m making a complaint, what should I include in it? 

• Who was involved 
• What happened and when 
• What you are concerned about 
• If you have done anything else to resolve the matter 
• What you want to happen now

What will happen after I make my complaint?

• A verbal complaint will be acknowledged as soon as possible by the relevant EPIC Manager. 
• A written complaint will be acknowledged in writing within five working days if contact details are provided. 

How long will it take EPIC to look into my complaint? 

EPIC will aim to have your complaint resolved within 20 working days of the date when it is acknowledged. If it takes longer to investigate the issues raised in your complaint, EPIC will notify you within 20 working days and will give you an update on what is happening every 20 working days after that. 

What do I do if I am not satisfied with the outcome or the way my complaint was dealt with? 

If you are not satisfied with the response to your complaint or how it was dealt with, you may appeal the decision to EPIC’s CEO or Board within 30 working days of receiving the outcome from EPIC. 

Still unsure how to make a complaint? 

If you are still not sure how to make a complaint to EPIC or if you have any questions, please contact us and we will assist you.

Call 01 872 7661 anytime from 9am to 5pm Monday-Friday or email us at info@epiconline.ie.