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Disability Service Feedback & Complaints Procedures

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There are 3 different routes for managing complaints in Trinity depending on the issue.

  1. Complaints of a general nature with the Disability Service;
  2. Specific complaints about access to services, facilities, information or buildings subject to the Disability Act 2005;
  3. Complaints of a general nature with Trinity College Dublin that may arise.

Please click on the relevant link below to access more information:

Disability Service Feedback & Complaints Procedure

As well as continually looking for ways to develop and improve our services, we also aim to continue doing the things we do well. You can help us by giving us your feedback through the Annual Student Survey, the Educational Worker Survey, or by directly emailing us. You may also use the form below to submit feedback online.

Disability Service Complaints Procedure

We hope that the standards of provision and service that you receive from the Disability Service give you no cause for complaint. However, we recognise that there may be times when standards set by the Disability Service are not met, or you are unhappy about aspects of the provision and service that you receive.

It is vital that we receive criticism or complaints in a responsible way to enable us to improve our performance and to ensure that any failures in our services do not disadvantage you.
In the first instance, please address complaints to the member of the Disability Service team who is working with you, in order that they are given an opportunity to discuss the issues with you and address your concerns.

If this is not appropriate, or you feel that the team member has failed to address your concerns, please telephone, email or write to Declan Treanor, Director of the Disability Service, outlining your complaint. 

The Director of the Disability Service will respond directly to you and agree a timeframe and appropriate plan of action with you.

If you wish to provide feedback or submit a complaint online, please use the form here:

All complaints will be dealt with in a strictly confidential manner.

Disability Act 2005 Complaints Procedure

For disability specific complaints about access to services, facilities, information or buildings, please follow the Disability Act 2005 complaints procedure below.

A person may make a complaint to Trinity College Dublin if he/she considers that the organisation has failed to comply with the provisions of Sections 25, 26, 27 and 28 of the Disability Act, 2005. These Sections of the Act relate to access by persons with disabilities to:

  • Trinity’s public buildings;
  • Trinity’s goods, services and facilities;
  • Trinity’s information.

For the purposes of handling Disability Act 2005 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 Disability Act 2005 Complaints form:

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.

Or

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.

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Procedures for processing a disability 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

or

  • if the complaint 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

or

  • 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

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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

Student Complaints Procedure with Trinity College Dublin

The purpose of the formal Student Complaints Procedure is to ensure that legitimate student complaints are investigated in a transparent, fair and timely manner with a view to reaching a resolution in a clear, fair and timely manner.

For more information on the Trinity Student Complaints Procedure click here.

 


Last updated 9 August 2016 andrew.costello@tcd.ie (Email).