Raising a Concern

Step 1: Informally to Centre Manager

When you first encounter an issue relating to your accommodation or the associated services provided in your centre you must speak to your centre manager and give them the opportunity to address the issue informally.

Step 2: Formally to Centre Manager

If you have spoken informally to your centre manager and are not satisfied with the outcome, you can make a formal complaint, in writing, to your centre manager. Your manager has 14 days to response in writing to this complaint. The complaint can be submitted via email or handwritten.

Step 3: Formally to IPAS

If you have submitted a formal complaint to your centre manager and are not satisfied with the outcome, or they have failed to respond within the 14 days, you can then make the complaint directly to IPAS by emailing the IPAS Helpdesk at [email protected] or by post to IPAS Customer Services team, PO Box 11487, Dublin 2. In order to investigate your complaint IPAS may seek further information from you and may consult your centre manager and other persons involved.

Step 4: Appeal to Ombudsman or Ombudsman for Children

If you are not satisfied of the outcome of a complaint to IPAS you can appeal the outcome by contacting the Office of the Ombudsman or the Office of the Ombudsman for Children.