Disability Service Feedback & Complaints Procedures
There are 3 different routes for managing complaints in Trinity depending on the issue.
- Complaints of a general nature with the Disability Service;
- Complaints of a general nature with Trinity College Dublin that may arise;
- Specific complaints about access to supports, facilities, information or buildings subject to the Disability Act 2005.
Disability Service Feedback & Complaints Procedure
As well as continually looking for ways to develop and improve our supports, 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 support 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 support 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 supports 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.
All complaints will be dealt with in a strictly confidential manner.
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.
The Trinity Reasonable Accommodation Policy is the key University policy that relates to students with disabilities. All students with a disability are entitled to a needs assessment to determine their disability needs. A report called a LENS is produced that outlines the disability supports required by an individual student. If students are dissatisfied with the reasonable accommodation provided, they can raise this with their course lecturers and/or service provider in College. If you want to formalise a complaint please refer to section 9 of the Trinity Reasonable Accommodation Policy outlined below:
9.1 Complaints relating to the implementation (or failure thereof) of this policy or its attendant code of practice are to be made using the University’s Student Complaints Procedure.
9.2 A student may raise a complaint relating, but not limited, to the following perceived issues:
- i. The quality or standard of Reasonable Accommodations applied.
- ii. The suitability of Reasonable Accommodations applied.
- iii. A failure or inaction of the Disability Service, or a School, or the Senior Lecturer/ Dean of Undergraduate Studies, or the Dean of Graduate Studies, or any administrative or support service or division, or any staff member to follow the administrative processes outlined in this policy and its attendant Code of Practice.
Disability Act 2005 Complaints Procedure
For disability specific complaints about access to supports, 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, supports 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 University to receive and investigate complaints made under the Act.
Making a complaint
If you consider that the University 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: email@example.com
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:
Director, College Disability Service
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.
Procedures for processing a disability complaint
Once your complaint is received by the University, 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 complaint is considered frivolous or vexatious in which case there will be no further action on the part of the University. The Inquiry Officer will advise the Complainant that he/she may refer the University’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 University’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:
- Secretary to the College
A copy will also be sent to relevant areas of Trinity
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 Trinity’s final response in relation to this specific complaint.
The Inquiry Officer will advise the Complainant that he/she may refer the Trinity’s determination in the matter to the Ombudsman
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, supports 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 support/ 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