Irish Cancer Society’s Fundraising Complaints Procedure

The Irish Cancer Society is very thankful for the generosity of supporters and thegeneral public. We are committed to ensuring we live up to our reputation as a respectful, honest and open organisation, and we aim to continue to achieve thehighest standards in fundraising practice. The Irish Cancer Society listens and responds to the views of the general public and our supporters so that we can continue to improve in this regard.

The Irish Cancer Society welcomes both positive and negative feedback. Therefore, we aim to ensure that:

• It is as easy as possible to make a complaint and give feedback
• We treat feedback and complaints seriously whether made by telephone, letter, fax, email or in person
• We deal with it quickly and politely
• We respond appropriately to the situation, and with respect to opinions
• We learn from complaints, use them to improve, and monitor them at management level

If you have feedback or a complaint

If you do have any feedback, or a complaint about any aspect of our work or the conduct of our staff or volunteers, you can contact the Irish Cancer Society by email,by post, by telephone or in person.

In the first instance, your feedback or complaint will bedealt with by a staff member who will resolve the issue, or forward it to the mostappropriate person to respond. Please give us as much information as possible and let usknow how you would like us to respond to you, providing relevant contact details.

Please contact:

Mark Mellett, Head of Fundraising
The Irish Cancer Society
43/45 Northumberland Road
Dublin 4
Email: mmellett@irishcancer.ie
Tel: 01 2310500
We are open Monday to Friday from 8.00am to 5.30pm.

What happens next?

If you pass on feedback or complain in person or over the phone, we will try to resolve the issuethere and then. If you contact us by email or in writing we will endeavour to respond within aperiod of 7 days, and do everything we can to resolve it within 21 days. If this is notpossible, we will explain why and provide a new deadline.

What if a complaint is not resolved to your satisfaction?

If you are not happy with our response, please do request that your fundraising complaint isforwarded to the CEO. The CEO willensure that your appeal is considered at the highest level and will respond within two weeks ofthis consideration.

Monitoring Group

You may at any stage make your complaint in writing to the independent Monitoring Group when they are established. They will oversee compliance with the Statement of Guiding Principles for Fundraising.

The monitoring Group will be established by the ICTR to oversee compliance with the Guiding Principles for Fundraising. It will be composed of:

• An independent Chair
• Three independent members: Two to be nominated by the Consumer Association of Ireland to represent the public and one with a professional accountancy or legal background.
• Two members from the charity sector: One to be nominated by Fundraising Ireland and one to be selected via an open application process for charities.
• One member from the Government Department with responsibility for Charities

You will receive confirmation of receipt of your complaint within a specified number of days.

The Monitoring Group will consider complaints and will respond in accordance to its own procedures.

Please see www.ictr.ie for further details.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to the Irish Cancer Society’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

Please contact:

The Chairman
The Irish Cancer Society
43/45 Northumberland Road
Dublin 4