(Servisource / QAP 10.2 Complaints Procedure)
Complaints Contacts
| Role | Name | Title | |
| Complaints Officer | Jane O’Rourke | Quality and Compliance Manager | JORourke@servisource.ie |
| Complaints Officer (Deputy) | Eimear Delaney | HR Manager | EDelaney@servisource.ie |
| Review Officer (Internal Review) | Deirdre Doyle | Associate Director | DDoyle@myhomecare.ie |
How can a complaint be made?
- Verbally to any member of staff
- In writing, including emails to the relevant Line Manager
- Via social media (messages are logged and forwarded to the Complaints Officer)
- Emailed to designated complaints email inbox: complaints@servisource.ie
Who may make a complaint
- Employees
- Service users
- Client facilities
- Close relative or carer of the Service User
- Any legal representative of the Service User
- Any other person with the consent of the Service User
- Where the service user is unable to make a complaint on their own behalf due to their age, illness or disability, someone else can make a complaint on their behalf as mentioned above
- All complainants have the right to appoint and advocate if the person is unable to make the complaint themselves
- A complaint can be made on behalf of a deceased by a close relative or carer. A close relative includes a parent, guardian, son, daughter, spouse or co-habiting partner.
- We aim to ensure that all individuals, regardless of circumstances, can access the complaints process.
Timeframes Involved Once a Complaint is Made
- The complaint will be acknowledged in writing within 5 working days of receipt of the written complaint.
- The complaint will then be investigated within and not exceeding 25 working days.
- Where the investigation takes longer than 25 days, Servisource will keep all parties updated on the progress of the complaint at regular intervals.
- Where the 25 days’ timeframe cannot be met despite every effort, the investigation must be concluded within 6 months of the receipt of the complaint.
All complaints which relate to alleged physical, emotional or sexual abuse must be responded to immediately.
Time Limit to make a Complaint
A complaint must be made within 12 months of the date of the action giving rise to the complaint or of the person becoming aware of the action. The Complaints Officer may extend the time limit if they are of the view that there are special circumstances.
Stages of the complaint Process
| Stage | Actions | Timeframe |
| Verbal / Informal Resolution | Line Manager attempts to resolve at point of contact | Immediate / as soon as possible |
| Formal Procedure | Complaints Officer investigates written complaint | Acknowledge within 5 working days, complete within 25 working days (updates every 20 days if delayed) |
| Internal Review | Review Officer re-examines case if complainant appeals decision. | Request within 25 working days of response; review completed within 30 days. |
| External Review | Complainant may contact the Office of the Ombudsman or Ombudsman for Children. | Timeframes set by Ombudsman. |
Independent Review Panel
The Health Service Executive (HSE) may convene an independent review panel to investigate a complaint if deemed necessary. The panel will have access to all relevant documentation, in compliance with data protection laws, to ensure a thorough review. The panel will aim to complete its review and respond to the complainant within 25 working days of receiving the complaint.
Independent Advice / Advocacy
Service users may appoint an advocate to assist with making a complaint or a review. Information
on independent advocacy services is available from:
- National Advocacy Service for People with Disabilities: 0761 07 3000 | info@advocacy.ie
- Citizens Information: 0818 07 4000 | citizensinformation.ie
External Appeal
If a complainant is unhappy or dissatisfied with how your complaint has been dealt with, please feel free to contact the Ombudsman or the Ombudsman for Children as follows (The Office of the Ombudsman is open between 9.15 and 5.30 Monday to Thursday and 9.15 to 5.15 on Friday):
| Ombudsman 18 Lr. Leeson Street, Dublin 2. Tel: +353-1-639 5600 Lo-call: 1890 223030 Fax: +353-1-639 5674 Email: ombudsman@ombudsman.gov.ie | Ombudsman for Children 52 Strand Street Great, Dublin Tel: +353 (1) 865 6800 Fax: +353 (1) 874 7333 Email: oco@oco.ie |