Complaint procedure - IPAS accommodation


HOUSE RULES

How do I make a complaint about my IPAS accommodation?

If you are experiencing a problem in your IPAS accommodation centre, there is a complaint procedure you should follow to try and obtain a solution.

You can find more details on the complaint procedure in the updated IPAS House Rules here

What steps must I follow?

  1. You should first try and speak with the manager of your centre and see if it is possible to resolve the problem informally. If that does not work;
  2. you should make an official complaint to your manager. Please include:
    1. Your name
    2. Your TRN
    3. Details of the complaint
    4. Details of bringing the complaint informally to the attention of the centre manager including any outcomes proposed or actioned.
  3. Make a complaint to IPAS if your manager does not respond within 14 days or if you are unhappy with their decision If IPAS fail to respond or if you are unhappy with their decision, you should;

What should I do if I am not happy with the outcome?

If you believe that IPAS' decision is unfair or if they fail to respond to you, you can make a complaint to the Ombudsman's office.

Or, if the issue has consequences for a child, you should instead complain to the Ombudsman for children

We also recommend reporting your concerns to HIQA at concerns@hiqa.ie.

HIQA monitors the quality of accommodation in IPAS centres, but it does not inspect all centres. At present, HIQA only inspects permanent centres, while most IPAS accommodation is provided through emergency centres.

If you live in a permanent centre, HIQA should investigate your complaint. If you live in an emergency centre, HIQA will likely respond to explain that the centre is outside its remit.

However, regardless of whether your centre is permanent or emergency accommodation, we believe it is worthwhile to raise your concerns with HIQA.

The video below is an online webinar organised by Doras Lumni (based in Limerick). The video gives an overview of the IPAS complaint process. In the video, a representative of the Ombudsman's office explains their role and how they can assist