How to complain

About a CIB funded organisation

If you complaint is about a Citizens Information Service (CISs) follow the complaints policy provided on citizensinformation.ie.

If your complaint is regarding the service provided by, Money Advice and Budgeting Service (MABS), Citizens Information Phone Service (CIPS), Sign Language Interpreting Service (SLIS), National Advocacy Service for People with Disabilities (NAS):

Stage 1

1. You can make your complaint directly to the manager of the service in writing or in person.
   • MABS – contact the Regional Manager
   • NAS – contact the National Advocacy Service Manager
   • CIPS – contact the CIPS Manager
   • SLIS – contact the SLIS Manager
2. If your complaint is about the manager you should put your complaint in writing to the Chairperson of the Board of Management.
3. Every effort will be made to have your complaint resolved at the first point of contact if possible.
4. Your complaint will be acknowledged in writing within five working days.
5. It will be dealt with within 15 working days from the date it has been acknowledged.
6. If you are not happy with the response from the manager you should put your complaint in writing to the Board of Management of the CIB funded organisation who will review and resolve your complaint if they can.

Stage 2

1. If you are not happy with the response from the Board of Management, you can appeal the matter in writing to the Citizens Information Board. Please note that appeals to the Citizens Information Board must relate to the service provided by the funded organisation. Appeals related to the operations of the funded organisation, including, for example, HR matters, data protection matters and volunteering matters, will not be examined by the Citizens Information Board.
2. An appeal can only be heard once stage 1 above has been completed.
3. To make an appeal you should write or email to: Anne Marie Owens, Complaints Administrator, Citizens Information Board, George's Quay House, 43 Townsend Street, Dublin 2. Email: AnneMarie.Owens@ciboard.ie

About a member of CIB staff

If your complaint is about a member of CIB staff:

Stage 1

1. You should make your complaint in writing to the Complaints Administrator who will bring it to the attention of the relevant manager.
2. If your complaint is about the manager the Complaints Administrator will bring this to attention of the relevant Senior Manager.
3. Every effort will be made to have your complaint resolved at the first point of contact if possible.
4. Your complaint will be acknowledged in writing within five working days.
5. It will be dealt with within 15 working days from the date it has been acknowledged.

Stage 2

1. If you are not happy with the response from the Manager you can appeal the matter in writing to the Senior Manager.
2. If you are not happy with the response from the Senior Manager you can appeal the matter in writing to the Chief Executive. The decision of the Chief Executive will be final.
3. An appeal can only be heard once stage 1 above has been completed.
4. To make an appeal you should write or email to: Anne Marie Owens, Complaints Administrator, Citizens Information Board, George's Quay House, 43 Townsend Street, Dublin 2. Email: AnneMarie.Owens@ciboard.ie

Stage 3

• If your complaint is not resolved you can ask the Ombudsman to investigate the matter. https://www.ombudsman.ie/contact/

Complaints under the Disability Act (failure to comply with section 25, 26, 27, 28, 29 of this Act)

Stage 1

• You, or someone on your behalf, should make your complaint in writing to the Complaints Administrator who will bring to the attention of the Inquiry Officer. You can also contact CIB's Access Officer, who is independent of the complaint process and is available to assist in bringing your complaint to CIB.
• Access the relevant section of the Disability Act for making a complaint.