{"id":3873,"date":"2022-04-15T14:52:09","date_gmt":"2022-04-15T13:52:09","guid":{"rendered":"https:\/\/kcetb.ie\/?page_id=3873"},"modified":"2022-09-15T16:33:50","modified_gmt":"2022-09-15T15:33:50","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3873\" class=\"elementor elementor-3873\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6204a478 elementor-section-full_width elementor-section-height-min-height elementor-section-stretched elementor-section-items-bottom elementor-section-height-default\" data-id=\"6204a478\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-51eebb8f\" data-id=\"51eebb8f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1994d51b elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"1994d51b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">Complaints Procedure<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7cf121e9 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7cf121e9\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5e2a133d\" data-id=\"5e2a133d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-229dc16 elementor-widget elementor-widget-menu-anchor\" data-id=\"229dc16\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\nbody.elementor-page .elementor-widget-menu-anchor{margin-bottom:0}<\/style>\t\t<div class=\"elementor-menu-anchor\" id=\"content\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3fbf435a elementor-widget elementor-widget-text-editor\" data-id=\"3fbf435a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>Kilkenny and Carlow ETB is committed to providing a high quality customer service.<\/p><p>Our staff aim to deliver the best possible service to you in an effective, efficient and caring manner. If you would like to make any general comments or suggestions regarding our services you can complete one of our \u2018Customer Comment Cards\u2019which are available in all our offices\/schools\/centres or from our Customer Services Officer on: (056) 777 0966.<\/p><p>However, if you are unhappy with the service you receive from a particular office\/school\/centre you should let us know as soon as possible. The following outlines the process through which we will address your concerns.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-57ce47b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"57ce47b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-238c4ed\" data-id=\"238c4ed\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-29cde7f3 elementor-widget elementor-widget-heading\" data-id=\"29cde7f3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What issues are covered?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88acdd8 elementor-widget elementor-widget-text-editor\" data-id=\"88acdd8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>This procedure concerns complaints about issues such as delays, mistakes, poor customer service, instances where you did not receive the quality of service you feel you are entitled to. Please note that individual schools\/centres have specific policies and procedures regarding student admissions, discipline and other school\/centre based issues. This procedure will not cover such issues.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6fcd0cc4 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6fcd0cc4\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-254621a0\" data-id=\"254621a0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c2f1164 elementor-widget elementor-widget-heading\" data-id=\"c2f1164\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Standards for dealing with complaints.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a245952 elementor-widget elementor-widget-text-editor\" data-id=\"6a245952\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>We will treat your complaint in a consistent, fair and transparent manner.<br \/>If you make a complaint it will have no implications for your other dealings and contacts with the ETB.<br \/>Correspondence about your complaint will be filed separately from other information held about you in the ETB.<br \/>An acknowledgement letter confirming receipt of a complaint will be issued within five working days of its receipt.<br \/>The complaint will be investigated by a member of staff or appropriate representative other than those involved in the original decision or action.<br \/>Your complaint will be investigated and a reply sent within 20 working days of the receipt of your complaint or as soon as is practicable thereafter.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5d5604b elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5d5604b\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0830aa5\" data-id=\"0830aa5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2f4c9bd elementor-widget elementor-widget-heading\" data-id=\"2f4c9bd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to make a complaint.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e338d10 elementor-widget elementor-widget-text-editor\" data-id=\"e338d10\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Kilkenny and Carlow ETB has put in place the following procedure for dealing with complaints:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0c14b0d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0c14b0d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-f629039\" data-id=\"f629039\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-92e8bbc elementor-widget elementor-widget-heading\" data-id=\"92e8bbc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Stage 1: Discuss with Centre\/School\/Office<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0607cd elementor-widget elementor-widget-text-editor\" data-id=\"d0607cd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In the first instance, the complaint should be brought to the attention of our staff in the office\/centre\/school concerned in writing. The people who can best deal with a complaint are those who provide the service. The staff concerned will try to address your complaint and ensure that mistakes and\/or misunderstandings are resolved.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-97c6626 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"97c6626\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-c16831b\" data-id=\"c16831b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c67dc19 elementor-widget elementor-widget-heading\" data-id=\"c67dc19\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Stage 2: Contact the Customer Services Officer<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e4a0cf5 elementor-widget elementor-widget-text-editor\" data-id=\"e4a0cf5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If the issue cannot be resolved by the staff concerned or if you are unhappy with the response you receive you should contact the Customer Services Officer, in writing, who will arrange for your complaint to be investigated.<\/p><p><strong>Colette Duggan \u2013\u00a0Customer Services Officer<\/strong><br \/>Kilkenny and Carlow ETB<br \/>Seville Lodge<br \/>Callan Road<br \/>Kilkenny<br \/>County Kilkenny <strong>Tel<\/strong>: (056) 777 0966<br \/><strong>Email<\/strong>: <a href=\"mailto:cduggan@kcetb.ie\">cduggan@kcetb.ie<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-c70b8e0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c70b8e0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-2ee5d56\" data-id=\"2ee5d56\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68d2e40 elementor-widget elementor-widget-heading\" data-id=\"68d2e40\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Information which should be provided:<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7308281 elementor-widget elementor-widget-text-editor\" data-id=\"7308281\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>You can help to speed up the investigation of your complaint by providing the following details in writing:<\/p><p>Your name and address<br \/>The exact nature of your complaint<br \/>The date of the occurrence<br \/>The name of the section and, if appropriate, the official(s) with whom you were dealing<br \/>A daytime telephone number, if you would be happy for us to contact you by telephone. This may help us to resolve the matter more quickly.<br \/>Remember to send us all the relevant documentation or correspondence that you may have.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6e73df1 elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6e73df1\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;,&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-90ac477\" data-id=\"90ac477\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f5ee49c elementor-widget elementor-widget-heading\" data-id=\"f5ee49c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Stage 3: Contact the Chief Executive<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bcf422 elementor-widget elementor-widget-text-editor\" data-id=\"5bcf422\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you are dissatisfied with the outcome of the review by the Customer Services Officer the matter may be appealed, in writing, to the CE.<\/p><p><br \/>Eileen Curtis, Chief Executive<br \/>Kilkenny and Carlow ETB<br \/>Athy Road Carlow<\/p><p>Email: ecurtis@kcetb.ie<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Kilkenny and Carlow ETB is committed to providing a high quality customer service. Our staff aim to deliver the best possible service to you in an effective, efficient and caring manner. If you would like to make any general comments or suggestions regarding our services you can complete one of our \u2018Customer Comment Cards\u2019which are&hellip; <a class=\"more-link\" href=\"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/complaints-procedure\/\">Continue reading <span class=\"screen-reader-text\">Complaints Procedure<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"parent":3868,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Procedure - Kilkenny and Carlow ETB<\/title>\n<meta name=\"description\" content=\"Kilkenny and Carlow ETB is committed to providing a high quality customer service.Our staff aim to deliver the best possible service to you in an\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kcetb.ie\/en\/corporate\/customer-services\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - 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