Search Citizens Information Board

Most Popular

Complaints about CIB under the Disability Act

A complaint can be made about the Citizens Information Board if it does not comply with Sections 25, 26, 27 and 28 of the Disability Act 2005. These sections relate to access to:

  • Public buildings
  • Schemes and services
  • Services provided on behalf of the organisation
  • Information

The following procedures apply under Section 39(2) of the Act.

Who can make a complaint

A complaint can be made by:

  • The person affected
  • A spouse, partner, parent or relative
  • A guardian or a person acting in loco parentis
  • A legal representative
  • A personal advocate
  • Another person acting on behalf of the individual, with their consent

Making a complaint

A complaint must be made in writing (including email or fax).

The complaint should include:

  • Contact details
  • A statement that the complaint is made under Section 38 of the Disability Act 2005
  • Details of how access to a service has not been provided

The complaint must be made to:

The Chief Executive

Citizens Information Board,
George's Quay House
43 Townsend St
Dublin 2
D02 VK6

Tel: 01 6059000

Once your complaint is received, the Chief Executive will refer it to an Inquiry Officer. You will be informed when this referral has taken place.


What happens next

When a complaint is received, it is referred to an Inquiry Officer. The complainant is informed when this referral takes place.

The Inquiry Officer will:

  • Acknowledge receipt of the complaint
  • Assess the complaint
  • Decide whether the complaint should proceed
  • Request further information where necessary
  • Consult with relevant parties
  • Conduct any necessary interviews
  • Maintain a written record of the investigation

Outcome of the investigation

The Inquiry Officer prepares a written report, which includes:

  • Findings on whether obligations under the Disability Act have been met
  • Any actions required to address a failure to comply

The report will be provided to:

  • The person who made the complaint
  • The Chief Executive

The investigation is complete when the report is issued.

Notes

Note 1: Procedures under Section 39(2)
Section 39(2) of the Disability Act 2005 requires the head of a public body to establish procedures for:

  • Making and investigating complaints
  • Any other matters relating to complaints that they consider appropriate

These procedures must be published so that they are accessible to the public.



Note 2: Appointment and role of the Inquiry Officer
In line with Section 39(1) of the Disability Act 2005, the Chief Executive of the Citizens Information Board has appointed an Inquiry Officer to investigate complaints made under Section 38 of the Act.

The Inquiry Officer is independent in carrying out their duties. The investigation will be conducted in private and will follow the procedures set out in the Act. The Inquiry Officer is responsible for examining the complaint fairly and thoroughly, without influence from any party involved.