Defence Forces Equality, Diversity, and Equal Status Policies 2007

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Contact Details OIC Public Relations Section Defence Forces Headquarters Infirmary Road Dublin 7 Tel: (01) 8042685 Press Office Defence Forces Headquarters Infimary Road, Parkgate, Dublin 7 Tel: (01) 8042687 Defence Forces Equality Officer Human Resource Management Section DFHQ Coláiste Caoimhín, Mobhi Road, Glasnevin, Dublin 9 Tel: (01) 8042740 Defence Forces Freedom of Information Officer Human Resource Management Section DFHQ Coláiste Caoimhín, Mobhi Road, Glasnevin, Dublin 9 Tel: (01) 8042758
Appendix 3 Defence Forces Complaints/Appeals Procedure The Defence Forces aims to provide an excellent quality service to its customers. Many customer complaints arise from a breakdown in communications and these complaints are quickly resolved when the facts, evidence or circumstances have been established. The “Ombudsman’s Guide to Internal Complaints Systems” states that, as a working definition a complaint might exist where: “ A decision or action is taken which relates to the provision of a service or the performance of a function, which it is claimed, is not in accordance with the rules, practice or policy of the organisation or the generally accepted principles of equity and good administrative practice, and which adversely affects the person concerned” The following sets out the Defence Forces’ Code of Practice The complaints procedure concerns complaints/appeals relating to delays, mistakes, and situations that have arisen where an external customer has not received the level of service required. Procedure A complaint should be brought to the attention of the Officer Commanding or his representative of the Unit concerned. The complaint can be made orally or in writing. The Unit concerned will try and resolve the matter without delay and will respond within twenty (20) working days from receipt of the complaint. If unhappy with the response to the complaint, the matter should be referred to a higher-level. If the matter is complex, it is best to put it in writing so that none of the details are overlooked. By providing the following information, the matter under complaint will be speeded up: • Name, address and any reference numbers referred to in previous correspondence with the Defence Forces; • The precise nature of the dissatisfaction; • The name of the office, unit or section of the Defence Forces and the person(s) in question; • Where possible, the dates and times of these events; • A daytime telephone contact number and E Mail would be beneficial. Exemptions The Defence Forces code does not apply to the following: • Matters subject to litigation. • Matters involving Freedom of Information requests. • Matters relating to national security. • Matters which are the subject of Redress of Wrongs procedure • Matters referred to the Ombudsman or the Information Commissioner Defence Forces Standards for Handling Complaints and Appeals • The Defence Forces will treat all complaints and appeals promptly, impartially, sensitively, and in confidence. • In general, the Defence Forces will deal with complaints within (20) twenty working days of receipt. • It may take longer to deal with complex complaints and appeals. In such cases the Defence Forces will make contact to explain why and give you a commitment to a new time scale for a reply. • The Defence Forces will attempt to resolve matters at the first point of contact.
Page 1 and 2: DEFENCE FORCES EQUALITY, DIVERSITY
Page 3 and 4: Maorghinearál Leas-Cheann Foirne (
Page 5 and 6: CHAPTER 1. DEFENCE FORCES EQUALITY
Page 7 and 8: campaigns. Our continuous recruitme
Page 9 and 10: • Setting strategic objectives an
Page 11 and 12: 3.9 Open and Transparent Procedures
Page 13 and 14: CHAPTER 5. EQUALITY OF OPPORTUNITY
Page 15 and 16: CHAPTER 7. EQUALITY OF OPPORTUNITY
Page 17 and 18: CHAPTER 8. INTERPERSONAL RELATIONSH
Page 19 and 20: CHAPTER 10 HUMAN RIGHTS, GENDER BAS
Page 21 and 22: Indirect Discrimination - this happ
Page 23 and 24: Appendix 2 List of Compatible Defen
Page 25 and 26: DEFENCE FORCES EQUAL STATUS POLICY
Page 27 and 28: 1.6 The Equal Status Act, 2000/2004
Page 29 and 30: 2.7 Official Llanguage Equality The
Page 31 and 32: 3.7.2 Customers and Business Contac
Page 33 and 34: Appendix 1 Defence Forces Customers
Page 35: Appendix 2 Defence Forces Contact D
Page 39 and 40: 2.1 2.2 8.4 9.9 10.2 10.3 2.1
Page 41: • • 3.11 3.12 3.13 3.14 3.15 3.
Page 44 and 45: 5.4 5.5 5.6
Page 47 and 48: • • • • • •
Page 50 and 51: 1.8 1.9 3.11

Defence Forces Equality, Diversity, and Equal Status Policies 2007

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