Complaints procedure
Drinkaware is committed to open and honest communication with the general public and all of our stakeholders. As a national charity, we hold ourselves to the highest possible standard and welcome all feedback. We therefore aim to ensure that:
- it is as easy as possible to make a complaint, where the need arises;
- we treat every complaint seriously, whether made by telephone, letter, email or in person;
- we deal with any complaint quickly and respectfully;
- we endeavour to learn from complaints, use them to improve, and report them at Board level.
HOW TO MAKE A COMPLAINT
If you have a complaint about any aspect of our work, you can contact Drinkaware by telephone, or ideally in writing. Letters can be emailed to info@drinkaware.ie or addressed to: CEO, Drinkaware, 13 Merrion Square North, Dublin 2.
Please include as much information as possible and let us know how you would like us to respond. Please also provide relevant contact details.
WHAT HAPPENS NEXT?
If the complaint is made over the phone, we will try to resolve the issue there and then. Drinkaware’s offices are open from 9.00 am to 5.00 pm Monday –Friday.
Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it with 21 days. If this is not possible, we will explain why and give a new deadline.
Otherwise, we will formally acknowledge written complaints on receipt, and then respond to the issue within 5 working days. If the response is not to your satisfaction then the next level of the procedure is to contact the Chair of the Board, who will ensure that your complaint is considered at Board level at the next Board meeting, and will respond within two weeks of this consideration by Board members.
Any and all matters of illegality should be addressed immediately to An Garda Síochána.
All complaints will be logged in our ‘complaints register’ and tracked until they are resolved. The complaints register is reviewed by the board of directors annually.