Complaints Procedures

Activesport Dublin / Wicklow is a wholly independent company which usually operates its after school classes within primary school property. Activesport Dublin / Wicklow pays rental to the school for the use of the property and therefore is wholly responsible for any complaints regarding the Activesport Dublin / Wicklow service to children/parents.

Complaints regarding Activesport Dublin / Wicklow should and must be in the first instance directed to the Activesport Dublin / Wicklow administrative officer responsible for complaints and NOT the school Principal.

Many complaints can be dealt with in an informal manner by firstly contacting the Activesport Dublin / Wicklow office and asking for the Administrative Officer responsible for complaints.

Note: In this process the term days refers to school days not calendar days.

RIGHTS AND RESPONSIBILITIES

RIGHTS OF A PERSON MAKING A COMPLAINT

In dealing with complaints, Activesport Dublin / Wicklow will ensure that the complainant receives:

  • Fair treatment.

  • Courtesy.

  • A timely response.

  • Accurate advice.

  • Respect for your privacy.

  • Complaints will be treated as confidentially as possible allowing for the┬ápossibility that the Administrative officer may have to consult with other appropriate parties regarding the complaint.

Where the complaint is justified Activesport Dublin / Wicklow will acknowledge this and advise the complainant of the action that will be taken. If the complaint; after investigation, it is judged with-out basis, the complainant will be advised accordingly.

RESPONSIBILITIES OF A PERSON MAKING A COMPLAINT

In making a complaint Activesport Dublin / Wicklow would expect that the complainant:

  • Raise issues in a timely manner with the Activesport Dublin / Wicklow administrative officer responsible for complaints.

  • Treat Activesport Dublin / Wicklow staff with respect and courtesy.

Provide accurate and concise information in relation to the issues raised.

RIGHTS OF PARTIES INVOLVED DURING THE INVESTIGATION

The process is non-adversarial and does not provide a role for any other statutory or non statutory body.

LEGAL REPRESENTATION

Legal representation or representation by person(s) acting in a Professional capacity is not permitted within this procedure. This however, does not take away the statutory rights of any of the participants.

WHO WILL DEAL WITH YOUR COMPLAINT?

At the informal stage complaints should be raised and dealt with by the Activesport Dublin / Wicklow Franchise Manager who is responsible for complaints.

COMPLAINTS PROCEDURE

INFORMAL STAGE: STAGE 1

In the first instance a parent/guardian who wishes to make a complaint should telephone the Activesport Dublin / Wicklow Area Manager.

Note: In some circumstances the Owner / Franchise Area Manager may not be able to deal effectively with your complaint immediately and may require some time to investigate and prepare a response. If time is required you will be informed of the timescale and the likely date by which a response will be issued.

Note: In relation to entering children for matches, Activesport Dublin / Wicklow are employed by parents to coach children to a level of fielding a team for a match. However if parents have a complaint in relation to the opposing team or coach this cannot be dealt with by this complaints procedure as it is outside the remit of Activesport Dublin / Wicklow.

INFORMAL STAGE: STAGE 2

If the complaint is still unresolved and the parent/guardian wishes to pursue the matter further she/he should lodge the complaint in writing with the Principal of the school concerned.

Should the complaint reach this stage Activesport Dublin / Wicklow is quite happy to be bound by the wishes of the Principal of the school concerned and follow the complaints procedure of the school.

MALICIOUS OR VEXATIOUS COMPLAINTS

Where the Activesport Dublin / Wicklow management consider the actions of a parent/group of parents to constitute frivolous or vexatious behaviour, they will suggest that parents remove their children from Activesport Dublin / Wicklow classes.