Feedback and Complaints Policy
Our Commitment to You
At the Carlow & South Leinster Rape Crisis Centre (CSLRCC), we are committed to providing a professional, confidential, and supportive service to all of our clients and members of the community. We value your feedback and view complaints as an opportunity to learn, improve, and ensure we maintain the highest standards of care.
How to Share Your Feedback or Make a Complaint
We strive to make our feedback and complaints process as accessible and transparent as possible. If you are unsatisfied with any aspect of our service, we want to hear from you.
Step 1: Informal Resolution
Often, concerns can be resolved quickly by speaking directly with the staff member involved or the Centre Manager. We encourage you to reach out to us by phone or email to discuss the issue informally first, as this is often the fastest way to find a resolution.
Step 2: Formal Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint, you can do so in writing. Please provide as much detail as possible to help us investigate your concern thoroughly.
- By Email: Send your written complaint to rccmanager@cslrcc.ie with the subject line “Formal Complaint”.
- By Post: Address your letter confidentially to:
The Centre Manager Carlow & South Leinster Rape Crisis Centre 72 Tullow Street Carlow, R93 E6D2
What Happens Next?
We handle all feedback and complaints with the utmost discretion, respect, and confidentiality:
- Acknowledgment: We will acknowledge receipt of your formal complaint within 5 working days.
- Investigation: The Centre Manager (or a designated senior representative) will review the circumstances of your complaint, which may include speaking with relevant staff members.
- Response: You will receive a full written response detailing the outcome of the investigation and any actions taken within 20 working days. If an investigation requires more time, we will keep you informed of our progress.
Alternative Support & Confidentiality
Making a complaint will not affect your access to our support services, counselling, or your standing with CSLRCC. All information shared during the complaints process is treated confidentially and in accordance with data protection regulations.
If you need immediate support or someone to talk to while a complaint is being reviewed, our helpline remains available at 1800 727 737 (Monday–Thursday, 10 am – 1 pm) or via the 24-hour National Helpline at 1800 77 88 88.
