Our Complaints Procedure

The Irish Cancer Society is very thankful for the generosity of its supporters and the general 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 the highest standards in all our practices. 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 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, 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 and ensure we use any learnings to help us improve.
  • We monitor all complaints at management level and report annually to the Board.

The Society has a central register for any complaints received and all complaints are dealt with in a timely fashion in accordance with the policy above.

In 2016, 224 complaints were received, the majority of which (205) related to the Society’s closure of a Financial Aid Scheme, but included complaints with regard to senior salaries and in particular that of the CEO. Off the remaining 19, 11 were opinions expressed by individuals.

All have been closed except one which is subject to external review.
 

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, post, telephone or in person.

A complaint should include:

  • What happened and when?
  • What are you concerned about?
  • What do you want to happen now?

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

Please contact:

Gráinne O’Rourke
Head of Communications
Irish Cancer Society
43/45 Northumberland Road
Dublin 4

Telephone: 01 2310500
Email: complaints@irishcancer.ie

What happens next?

If you pass on feedback or complain in person or over the phone, we will try to resolve the issue there and then. If we cannot deal with your complaint over the phone we undertake to respond to you within 10 working days, and do everything we can to resolve it within 28 working days.

If you contact us by email or in writing we will respond within a period of 10 working days, and do everything we can to resolve it within 28 working days.

If we cannot resolve your complaint within 28 working days, 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 let us know and your complaint will be forwarded to the Chief Executive. The Chief Executive will ensure that your appeal is considered at the highest level and will respond within 4 weeks of this consideration.

If we cannot respond within the 4 weeks, we will explain why and provide a new deadline.

What if the complaint is still not resolved?

If you are not happy with the response from our Chief Executive, you may get in touch again by writing to the Irish Cancer Society’s Chairman. The Chairman will ensure that your appeal is considered and will respond within 4 weeks of consideration.

If we cannot respond within the 4 weeks, we will explain why and provide a new deadline.

Please contact:

Communications Department
Irish Cancer Society
43/45 Northumberland Road
Dublin 4
Telephone: 01 2310500

Date Last Reviewed: 
Thursday, June 1, 2017