Complaints procedure
Teachers or Principals that wish to make a formal complaint in relation to the conduct of a Heritage in Schools Specialist while organising or delivering a Heritage is Schools Scheme visit (virtual or in person) can do so by email to mwalsh@heritagecouncil.ie, within 30 days of the incident from which the complaint arises.
- Teachers or Principals that wish to make a formal complaint in relation to the conduct of a Heritage in Schools Specialist while organising or delivering a Heritage is Schools Scheme visit (virtual or in person) can do so by email to mwalsh@heritagecouncil.ie, within 30 days of the incident from which the complaint arises.
- It should be noted that only complaints directly related to the conduct of a Heritage in Schools Specialist while organising or delivering a Heritage is Schools Scheme visit (virtual or in person) will be considered. A complaint may not be investigated if a preliminary investigation finds the subject-matter of the complaint is trivial, or the complaint is deemed vexatious or not made in good faith.
- Upon receipt of a complaint the Heritage in Schools Project Manager will, within 5 working days, acknowledge receipt of the complaint and outline the steps that he or she proposes to take in investigating the complaint and the time limits for the completion of the investigation.
- If a complaint does not meet criteria for investigation the Heritage in Schools Project Manager will inform the complainant within 5 working days of the acknowledgement of receipt of the complaint.
- The Heritage in Schools Project Manager will seek the consent of the complainant and Heritage Specialist, to whom the complaint relates, to finding an informal resolution of the complaint by the parties concerned.
- At the end of the investigation, the Heritage in Schools Project Manager will provide a report of their investigation to the complainant and the Heritage Specialist. The report will include any recommendations needed to resolve the matter and an invitation to the complainant and the Heritage Specialist to raise questions about any issues.
- Should the complainant or the Heritage Specialist be dissatisfied with recommendations made following the investigation, the complaint may be escalated to the relevant member of the Heritage Council’s senior management team.
- Heritage Specialists have an obligation to participate and support the investigation of any complaint where requested.
- Heritage Specialists may report incidents where a school is not adhering to the T&Cs directly to the Heritage in Schools Project Manager. Where a school fails to adhere to agreed T&Cs visits may be withheld.