Disability Act 2005

Complaints Procedure

On this page:

Making a complaint
College procedures for processing a complaint
Checklist

Section 38 of the Disability Act 2005 enables any person by his/herself or through any person defined under Section 9 (2) of the Act to make a complaint in writing to the Head of Trinity College Dublin in relation to the failure of the College to comply with Sections 25, 26, 27, 28 or 29 of the Act.

For the purposes of handling such complaints, the Provost, the Head of the College, has delegated his authority to receive, and to refer complaints to Inquiry Officers, to the Director, College Disability Service.

The following procedures have been developed by the College to receive and investigate complaints made under the Act.

Making a complaint

If you consider that the College has failed to comply with Sections 25-29 of the Disability Act 2005 and you wish to make a formal complaint in this regard you are invited to complete the form

Complaints Form (MS Word)

and submit it:

By email to: dtreanor@tcd.ie

In order to ensure that your complaint is handled in a timely manner please include Disability Act Complaint in the subject header.

By post to:
Declan Treanor
Director, College Disability Service
Disability Service
Room 2054
Arts Building
Trinity College
Dublin 2

Clearly marking your envelope Disability Act Complaint

To assist you in making a complaint a complaint form is available on this page, along with an outline of the complaints procedure and a useful checklist of the information that is needed to assist the Inquiry Officer with investigating and responding to complaints.
If you need any assistance with completing this form please do not hesitate to contact the Access Officer at 01-896 3475 or any member of staff in the Disability Service

College procedures for processing a complaint

Once your complaint is received by the College, the following procedures and timing will be applied in processing it.

Within 5 working days from the receipt of the complaint

The Director, College Disability Service will acknowledge receipt of the complaint to the Complainant. This acknowledgement will also include the name of the Inquiry Officer who will investigate the complaint and will advise the Complainant that a preliminary response will be sent by the Inquiry Officer within 20 working days.

Within 20 working days from the receipt of the complaint

The Inquiry Officer, having conducted a preliminary investigation into the complaint, will advise the Complainant:

if there is a prima facie case for a full investigation which will commence immediately

if the compliant is considered frivolous or vexatious in which case there will be no further action on the part of the College. The Inquiry Officer will advise the Complainant that he/she may refer the College’s determination in the matter to the Ombudsman

if the complaint is considered to fall outside the scope of the Disability Act 2005 thus making it invalid. The Inquiry Officer will advise the Complainant that he/she may refer the College’s determination in the matter to the Ombudsman

Within 30 working days from the date on the letter advising of the full investigation

The Inquiry Officer will submit a draft report to:

Complainant
Secretary to the College

A copy will also be sent to relevant areas of College

The Complainant will be advised that he/she has 10 working days in which to respond to the report’s findings.

Within 10 working days from the date of the dispatch of the report

The Complainant may submit a full response to the report to the Inquiry Officer.

Within 20 working days from receipt of response from Complainant

The Inquiry Officer will send a response with, if appropriate, a revised report to the Complainant advising that this is the College’s final response in relation to this specific complaint.

The Inquiry Officer will advise the Complainant that he/she may refer the College’s determination in the matter to the Ombudsman

Checklist

Complaint should include the following information:

Name, address, contact telephone number and e-mail address (if available).
Whether you were looking for access to College buildings, services or information?
What location/ department / section of Trinity College Dublin did you deal with – example Admissions/ The Library/ Accommodation Office?
When and with whom did you meet? Date / staff name.
What were you looking for? Details
How and why was the service/ information / public place or building inaccessible to you?
What was the response of the person(s) you were dealing with?
Why are you dissatisfied with the response / commitments