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Contact IHREC

Address:

16-22 Green Street

Dublin 7 

D07 CR20

Email: info@ihrec.ie 

Phone: 01-8589601

Phone lines are open Monday to Friday 10:30am to 12:30pm and 1:45pm to 3:15pm 

Cuirtear fáilte roimh chomhfhreagras i nGaeilge.

Customer Service Charter

Our Customer Charter describes the level of service a customer can expect from the Irish Human Rights and Equality Commission (IHREC). This Customer Charter outlines the arrangements which have been put in place to facilitate Quality Customer Service. 

This Charter is based around a continuous four-step cycle of:

  1. Consultation with customers/stakeholders
  2. Commitment to service standards
  3. Evaluation of performance
  4. Reporting on results

Make a complaint about service you received from IHREC

Customer complaints are a positive opportunity to improve our services. Please note that this procedure is for service you have received from IHREC. 

If you are not satisfied with our services you can complain to our Complaints Officer by emailing info@ihrec.ie and marking for the attention of the Complaints Officer,  by phoning us on 01-8589601, or writing to us. The Complaints Officer is the Head of Governance and Corporate Services. 

When we get a complaint, the Head of Governance and Corporate Services will:

  • Send it to the most relevant Team that should deal with it
  • Designate a trained complaints officer to deal quickly with the complaint
  • Log the complaint and our response

Section 38 of the Disability Act says a person, or a specified person (see below), may make a complaint in writing to the head of a public body if that body is not following the law as outlined in sections 25, 26, 27, 28 or 29 of the Act.

A specified person can be:

  • a husband or wife, parent or relative of a person with a disability
  • a guardian or a person acting on behalf of a person with a disability
  • a legal representative of a person with a disability
  • a personal advocate assigned by the Citizens Information Board to represent that person

What happens next?

Your complaint will be passed on to an Inquiry Officer for investigation. The Disability Act says public bodies must put independent Inquiry Officers in place. Their job is to examine complaints. Each public body must also publish a document with guidelines about how complaints are looked after.

The Inquiry Officer must write a report with the results of the investigation and give a copy to the head of the public body you have complained about and also to you or the person who made the complaint on your behalf. This report must show what the Inquiry Officer has found and decided about your complaint. If the Inquiry Officer decides your complaint is valid, the report must say what the public body has to do now to fix the problem.

Investigations by Inquiry Officers must be carried out in private.

Information about how to complain must be included in each sectoral plan.

If you have complained and are not happy with the Inquiry Officer’s decision, you can ask the Ombudsman to look into your complaint. If your complaint is about a sectoral plan and you are not happy with the decision of the Complaints Officer, you can ask the Ombudsman to examine your complaint.

If the Ombudsman finds a problem with how your complaint was handled, he or she can recommend that the public body:

  • takes another look at your complaint
  • takes certain actions to make things better
  • explains its actions to the Ombudsman

The Ombudsman can ask for a response to the recommendation(s) by a certain date.

Our Building

We are located in the heart of inner-city Dublin

Our address is 16-22 Green Street Dublin 7. The Eircode is D07 CR20.

Our reception phoneline is open Monday to Friday from 10.30am-12.30pm and 13.45pm-3.15pm. 

*Please note that we do not provide an in-person service. *

Changing Places Facilities

A fully accessible Changing Places toilet facility is available at our offices. The facility gives more space and appropriate equipment for people who need the help of a carer to undertake their personal hygiene safely and comfortably.

IHREC Reception

Contact us

Email

For general queries: info@ihrec.ie

*Please note that we do not provide an in-person service.*

Phone

Reception: + 353 (0) 1 8589601 – Open Monday-Friday from 10.30am-12.30pm and 13.45pm-3.15pm

Post

Irish Human Rights & Equality Commission
16-22 Green Street
Dublin 7
D07 CR20

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