Complaints Procedure
How to raise a concern, who reviews it, and when you will hear back.
1Overview & Our Commitment
Domhan Green Society is committed to open, fair, and accountable community practice. We welcome constructive feedback and take all concerns or formal complaints seriously. If you feel that our actions, programs, communications, or conduct have fallen below acceptable standards, this procedure outlines how to raise your concern, who reviews it, and our committed response timeline.
2Scope of This Policy
This procedure covers complaints regarding:
- Conduct of DGS volunteers, mentors, or committee members.
- Operational handling of community programs, events, or workshops.
- Accuracy, consent, or withdrawal requests regarding published stories or media.
- Application of DGS policies (Safeguarding, Data Protection, or Equality).
Note on Emergency Situations: Domhan Green Society is a community organisation and not an emergency service or crisis clinic. If someone is in immediate danger, please contact Irish emergency services directly on 112 or 999.
3Step-by-Step Procedure
- 1
Submitting Your Complaint
Please submit your concern in writing via email to info@domhangreen.com with the subject line "Formal Complaint / Feedback". Include:
- Your name and preferred contact details.
- A clear summary of the event, issue, or decision, including relevant dates and locations.
- Any names of individuals or programs involved.
- What outcome or resolution you are seeking.
- 2
Acknowledgement (Within 3 Working Days)
A dedicated member of our team or the Management Committee will acknowledge receipt of your complaint in writing within 3 working days.
- 3
Impartial Investigation & Review
- The complaint is reviewed by the Secretary or an assigned independent member of the Management Committee.
- Conflict of Interest Rule: If the complaint involves a specific Committee member or officer, that individual must declare the conflict, withdraw entirely from the review, and hold no vote or influence over the outcome (in accordance with Article 11 of the DGS Constitution).
- 4
Formal Response & Resolution (Within 14 Working Days)
We aim to conclude our review and provide a comprehensive written response within 14 working days of acknowledgement. If further inquiry is needed, we will notify you of the delay and provide an updated expected date.
4Appeals Process
If you are not satisfied with the initial outcome, you may request an internal appeal within 14 calendar days of receiving our response. The appeal will be reviewed collectively by the full Management Committee (excluding any conflicted member) and their final decision will be communicated within 21 working days.
5Ethical Standards & External Signposting
- Ethical Communications & Imagery: DGS commits to authentic, dignity-based representation and voluntary consent. If your complaint concerns an image or story published without proper authorization, we will remove or unpublish the content immediately upon receipt while investigating.
- Statutory Authorities: If your complaint concerns criminal conduct, child protection, or vulnerable adult safeguarding, it will be escalated directly to An Garda Síochána or Tusla in accordance with our Safeguarding Policy and Article 13 of our Constitution.