NPC Complaints Procedure

The NPC is committed to ensuring that all our communications and dealings with our members, the general public, our supporters and all who engage with us are of the highest possible standard. We listen and respond to all views and feedback received so that we can continue to improve our services and standards. The NPC welcomes both positive and negative feedback.

Therefore we aim to ensure that:

• it is as easy as possible to make a complaint, where the need arises;
• we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
• we treat every complaint seriously, whether made by telephone, letter, email or in person;
• we deal with any complaint quickly and politely;
• we respond accordingly – for example, with an explanation or apology where we have got things wrong, and with information on any action taken, etc;
• we learn from complaints, use them to improve, and monitor them at Board level.

 What to do if you have a Complaint?

If you do have a complaint about any aspect of our work, you can contact the NPC in writing or by telephone. In the first instance, your complaint will be dealt with by our Administrative Officer, Michelle Davern. Please let us know how you would like us to respond, with relevant contact details. Contact details are:

Michelle Davern
Administrative Officer
National Parents Council Primary
12 Marlborough Court
Marlborough Street
Dublin 1

Tel: 01-8874488
Email: mdavern@npc.ie

We are open from 9.00 am to 5.30 pm Monday -Fridays.

What Happens Next?

If you submit your complaint in person or over the phone, we will try to resolve the issue there and then. Similarly, if you submit your complaint by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve the issue within 21 days. If this is not possible, we will explain why and give you a new deadline.

All complaints will be logged in our ‘complaints register’ and tracked until they are resolved.

What happens if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to the NPC’s Chief Executive Officer, Áine Lynch. If you are still not satisfied with the outcome, you are invited to contact the NPC Chairperson, who will consider the matter and bring to the Board’s attention as appropriate. S/he will respond within two weeks of this consideration by Board members at its next Board meeting.

Acting on Results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

Your Voice

We hope you agree that most of the time we do provide a good quality service. We value all feedback from those who engage with us and would also like to hear from you about what you think we do well.