Internal – All internal staff complaints can be brought via the IFI’s grievance procedures contained in the IFI staff manual.
External – The IFI welcomes all feedback; suggestions, compliments, ideas, concerns or complaints. The IFI strives to respond to all issues raised, in a positive way, as all feedback helps the IFI raise its standards of professionalism and its service to its membership and the public. Any issue can be raised informally in the first instance with the relevant IFI staff member or Head of Department. The Head of Irish Film Programming is the liaison for IFI Council members. If this does not provide a resolution a formal complaint can be made. A customer, stakeholder, service user or member of the public can raise a matter for concern formally and the following procedures will apply:
Where any complaint is made regarding:
The IFI will adopt the following procedure:
All complaints will be treated fairly, with respect, confidentially and appropriately whilst following all rules of natural justice.
For the complainant:
The IFI will acknowledge receipt of the complaint at its earliest convenience.
The IFI will respond to any concern or issue raised as soon as reasonably.
If the matter requires an investigation, an appropriate person will be appointed to carry out the investigation, the complainant will be informed and the result of this or any will be communicated to the complaint at the earliest appropriate time.
Following the investigation if it is found that there are no grounds to support the complaint this will be communicated to the complainant. If the complaint is upheld appropriate action will be taken to seek resolution of the issue to the satisfaction of the complainant as soon as practicable. This will be communicated to the complainant in writing.
For the respondent
The IFI will inform them as soon as practicable of the nature of the complaint and advise on what steps if any will be taken to investigate the matter if applicable.
The IFI will seek the respondent’s view on the complaint at the earliest convenience.
The IFI will arrange an investigation meeting and the following will apply.
Annually, the IFI Board, in its review will consider complaints made. The IFI Director will give an overview of any complaints made, their nature and number. If there are any significant complaints that warranted further action, they will be reported on individually to the Board.
The IFI is supported by The Arts Council