Issues - Raising Issues/Complaints

Most parents and carers do not complain. This can be for a number of reasons. Some people feel they have more than enough to contend with, never mind complaining. Others feel that there is no point in complaining as nothing ever changes anyway. Still others fear that they will be victimised if they do make a complaint. Then there are those who just do not want to.
All are very valid reasons. But if things are to ever change then parents and carers will have to raise issues and concerns. So if there is something wrong, make a complaint. Below are some points for anyone who wants to follow up on this. If there is a Complaints Procedure already in place, follow this and contact the Complaints Officer, if there is one. If not, read over these points:

Hints on Raising Issues

Keep brief notes on all contacts, who you talked to and when, and where they worked.

As far as possible, contact should be made by letter to the appropriate department.

First take the issue, concern or complaint up with the person responsible, if you can.

If not satisfied, contact that person's immediate supervisor.

If not satisfied, contact the head of department.

If not satisfied, contact the Chief Executive.

If you exhaust all of these and are still not satisfied, then find out from the Children's Commissioner or Ombudsman does your complaint fall within their remit.

Please remember that often the person delivering a particular service to you may not be responsible for the planning or funding of that service and that your complaint may not be personally against them.

Complaints

The Reform of Public Administration (RPA) will change how services are planned and delivered so as these reforms take effect so also will the organisations that you can complain to will also change. Below is a list of the appropriate organisations, please check which ones are in operation when making a complaint:

Health and Social Services Trust

Local Commissioning Group or Health Board (as now exists)

Regional Strategic Health and Social Services Authority

Regional Patient and Client Council

Complaints Officer in appropriate organisation

or if you have exhausted all other channels contact:

Children's Commission Tel: 029 9031 1616

The Ombudsman Tel: 028 9023 3821

Family Information Group is grateful to Derry City Council Community Services for supporting this project.