Hdl Handle:
http://hdl.handle.net/10147/316452
Title:
A guide to complaint handling by the Ombudsman for Children's Office
Authors:
Ombudsman for Children Office (OCO); McAley, Karen
Citation:
Ombudsman for Children Office (OCO). A guide to complaint handling by the Ombudsman for Children's Office. Dublin: OCO; 2007.
Publisher:
Ombudsman for Children Office (OCO)
Issue Date:
Sep-2007
URI:
http://hdl.handle.net/10147/316452
Item Type:
Guideline
Language:
en
Description:
The OCO’s complaint handling procedure is underpinned by the Ombudsman for Children Act, 2002 and ten complementary guiding principles. These principles and the OCO’s corresponding commitments in relation to complaint handling practice are outlined below. 10 • The OCO provides an impartial complaint service. • The OCO operates a complaint procedure that: - respects local complaint procedures; - is neither an advocate for any child nor an adversary of any body complained against; - reflects the OCO’s commitment to strive to do the right thing in a fair and just manner. • The OCO’s decisions and actions respect: - the provisions and parameters of the Ombudsman for Children Act, 2002; - the OCO’s core values and corresponding commitment to good complaint handling practice. • The OCO aims to operate a complaint service and procedure that balances the need for consistency and flexibility appropriately. • The OCO is proportionate in its approach to handling complaints. The process applied, the resources allocated and the form of redress considered in respect of each complaint is proportional to the complaint and consistent with the provisions of the 2002 Act. Impartiality Integrity Consistency and flexibility Proportionality 11 • The OCO manages and operates an open and transparent complaint service and procedure. Acting in accordance with good complaint handling practice and within the parameters of the Ombudsman for Children Act, 2002, the OCO is committed to: - developing and providing clear, accurate, accessible information in relation to its complaint handling role; - clarifying to complainants and bodies complained against how they can cooperate with the OCO during the complaint process; - approaching transparency in a manner that upholds confidentiality requirements by clarifying any limits on and corresponding guarantees that can be made in respect of confidentiality. • The OCO provides a free complaint service. • The OCO is committed to developing and providing an approachable and accessible complaint service, including the provision that complaints can be made by and on behalf of children and young people. Transparency Accessibility and inclusion 12 • The OCO aims to develop a complaint process and associated practices that, in so far as permissible and practicable, mitigate potential barriers to bringing a complaint. • In dealing with any admissible complaint, the OCO provides for and supports the participation of parties to the complaint in the process, in so far as permissible, necessary, appropriate and practicable. • The OCO is committed to high standards of administration. The OCO handles complaints in a rigorous and proportionate manner and operates a complaint procedure that is timely and efficient. • The OCO treats people who contact the OCO with a complaint and all parties to any admissible complaint with courtesy, respect and sensitivity. • The OCO is action-oriented and resultsfocused. The OCO strives to provide quality outcomes for the complainant and the body complained against and to maximise the positive impact of its work appropriately.
Keywords:
CHILD WELFARE; GOVERNANCE

Full metadata record

DC FieldValue Language
dc.contributor.authorOmbudsman for Children Office (OCO)en_GB
dc.contributor.authorMcAley, Karenen_GB
dc.date.accessioned2014-05-02T11:04:06Z-
dc.date.available2014-05-02T11:04:06Z-
dc.date.issued2007-09-
dc.identifier.citationOmbudsman for Children Office (OCO). A guide to complaint handling by the Ombudsman for Children's Office. Dublin: OCO; 2007.en_GB
dc.identifier.urihttp://hdl.handle.net/10147/316452-
dc.descriptionThe OCO’s complaint handling procedure is underpinned by the Ombudsman for Children Act, 2002 and ten complementary guiding principles. These principles and the OCO’s corresponding commitments in relation to complaint handling practice are outlined below. 10 • The OCO provides an impartial complaint service. • The OCO operates a complaint procedure that: - respects local complaint procedures; - is neither an advocate for any child nor an adversary of any body complained against; - reflects the OCO’s commitment to strive to do the right thing in a fair and just manner. • The OCO’s decisions and actions respect: - the provisions and parameters of the Ombudsman for Children Act, 2002; - the OCO’s core values and corresponding commitment to good complaint handling practice. • The OCO aims to operate a complaint service and procedure that balances the need for consistency and flexibility appropriately. • The OCO is proportionate in its approach to handling complaints. The process applied, the resources allocated and the form of redress considered in respect of each complaint is proportional to the complaint and consistent with the provisions of the 2002 Act. Impartiality Integrity Consistency and flexibility Proportionality 11 • The OCO manages and operates an open and transparent complaint service and procedure. Acting in accordance with good complaint handling practice and within the parameters of the Ombudsman for Children Act, 2002, the OCO is committed to: - developing and providing clear, accurate, accessible information in relation to its complaint handling role; - clarifying to complainants and bodies complained against how they can cooperate with the OCO during the complaint process; - approaching transparency in a manner that upholds confidentiality requirements by clarifying any limits on and corresponding guarantees that can be made in respect of confidentiality. • The OCO provides a free complaint service. • The OCO is committed to developing and providing an approachable and accessible complaint service, including the provision that complaints can be made by and on behalf of children and young people. Transparency Accessibility and inclusion 12 • The OCO aims to develop a complaint process and associated practices that, in so far as permissible and practicable, mitigate potential barriers to bringing a complaint. • In dealing with any admissible complaint, the OCO provides for and supports the participation of parties to the complaint in the process, in so far as permissible, necessary, appropriate and practicable. • The OCO is committed to high standards of administration. The OCO handles complaints in a rigorous and proportionate manner and operates a complaint procedure that is timely and efficient. • The OCO treats people who contact the OCO with a complaint and all parties to any admissible complaint with courtesy, respect and sensitivity. • The OCO is action-oriented and resultsfocused. The OCO strives to provide quality outcomes for the complainant and the body complained against and to maximise the positive impact of its work appropriately.en_GB
dc.language.isoenen
dc.publisherOmbudsman for Children Office (OCO)en_GB
dc.subjectCHILD WELFAREen_GB
dc.subjectGOVERNANCEen_GB
dc.titleA guide to complaint handling by the Ombudsman for Children's Officeen_GB
dc.typeGuidelineen
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