Feedback Procedure
Handling Feedback and Complaints
Junior Achievement Ireland is committed to ensuring that all our communications and dealings with our supporters (member organisations and schools) and volunteers are of the highest possible standard. We listen and respond to your views so that we may continue to improve.
Junior Achievement Ireland welcomes both positive and negative feedback. Therefore we aim to ensure that:
- It is as easy as possible to make a complaint;
- We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
- We treat it as seriously whether it is made by telephone, letter, fax, email or in person;
- We deal with it quickly and politely;
- We respond accordingly - for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
- We learn from complaints, use them to improve, and monitor them at our Board.
If you have Feedback or a Complaint
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within seven days and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What if the Complaint is not resolved?
If you are not happy with our response you may get in touch again by writing to Peter Cosgrove, Chairman, Junior Achievement Ireland. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
This complaints procedure does not apply to Junior Achievement Ireland’s staff or agents.
Contact details for the DLP and Deputy DLP are as follows:
Designated Liaison Person: Helen Raftery, Chief Executive
Email: [email protected] Telephone: 01 2930210 Mobile: 087 2223818
Deputy Designated Liaison Person: Michael Scanlon
Email: [email protected] Telephone: 01 2930210 Mobile: 087 2020281
In operationalising our Risk Assessment Framework, the following procedures form the core of the implementation of our safeguarding policies:
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Complaints & Discipline (internal) |
Procedures for the management of allegations of misconduct by staff against a child participating in our activities |
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Complaints & Discipline (external) |
Procedures for the management of allegations of misconduct by volunteers participating in our activities |
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Volunteer recruitment training management |
Procedures and practices for the safe recruitment of volunteers to work with children in our activities |
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Staff recruitment |
Procedures and practices for the safe recruitment of staff to work with children in our activities |
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Staff induction training and ongoing training for staff |
Procedures for access to child safeguarding training and information, including the identification of the occurrence of harm |
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Reporting Procedures (grounds for concern - Tusla) |
Procedure for reporting of child protection or welfare concerns to statutory authorities |
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Communications |
Externally-facing content subject to maker-checker |
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Use of facilities |
Audit as per event template to be completed and signed in advance of the event |
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General Risk of Harm e.g. equipment in kits or hire of buses |
Completing event planning templates and implementing best practice guidelines |
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Vetting |
Compliance checks integrated in CRM |