MSLETB Customer Service Charter
MSLETB is committed to delivering quality services, being proactive to the needs of our community, being professional in all our practices and working in a collaborative manner to maximise the value of service we provide to our customers.
What is covered by our Customer Service Charter
Mayo, Sligo and Leitrim Education and Training Board (MSLETB) is committed to delivering a high standard of customer service and to dealing with complaints in a fair, transparent and timely manner.
This Complaints Charter applies to complaints relating to customer service matters, including but not limited to:
- Delays in service delivery
- Administrative errors or mistakes
- Quality of customer service provided by MSLETB
Where possible, MSLETB encourages that complaints are raised initially with the relevant Manager in the Office, School or Centre concerned, as many issues can be resolved quickly and informally at a local level.
What is not covered by the Customer Service Charter
The following matters are outside the scope of the Customer Service Complaints Charter and are dealt with under separate statutory or organisational procedures:
Education‑related complaints
- Complaints by a parent(s)/guardian(s) of a student(s), or by an adult learner currently enrolled in an MSLETB school or centre, concerning an MSLETB staff member. These complaints are addressed under the ETB Sectoral Complaints Procedure:
ETB-Sectoral Complaint-Procedure-07-06-18.pdf - Decisions of a School Board of Management relating to:
- Permanent exclusion of a student
- Suspension of a student
- Refusal to enrol a student
For matters of this nature, please contact the relevant School Principal, who will advise on the appropriate complaints or appeals process.
Statutory requests
- Requests made under the Data Protection Acts 2008 & 2018 or the General Data Protection Regulation (GDPR)
- Requests made under the Freedom of Information Act 2014
These are managed through MSLETB’s statutory processes:
Other exclusions
- Matters that are the subject of, or are progressing through, legal proceedings
- Complaints made under the Protected Disclosures Act 2014, which are dealt with under the MSLETB Protected Disclosures Policy
- Requests to re‑open a complaint where:
- A final decision has already been issued following investigation or appeal, or
- The complaint has previously been examined under another MSLETB procedure or channel
- Complaints that are clearly frivolous, vexatious, malicious, or not made in good faith
- Complaints concerning the actions or decisions of another public body or government agency (MSLETB will, where possible, assist in directing complainants to the appropriate organisation)
- Matters relating to policy formulation or national policy decisions
- Matters that have been referred to, or are under consideration by, the Office of the Ombudsman
Customers who are not satisfied with our services have the right to complain. At MSLETB we acknowledge that there is always room for improvement and welcome feedback.
We will endeavour to assist you in resolving your issue and will conduct all interactions with courtesy and respect. We ask that you engage with us in a similarly courteous manner.
Complaints should normally be made within twelve months of the event or within twelve months of the complainant becoming aware of the issue. However, MSLETB reserves the right to consider complaints outside this period where there are reasonable grounds for the delay, having regard to the circumstances of the case.
How to make a complaint
1. Endeavour to resolve it locally:
If you are dissatisfied with the quality of the service provided or with how it was delivered by MSLETB, please raise your concerns at a local level in the first instance by contacting the relevant Manager in the Office, School or Centre concerned.
If you remain dissatisfied and wish to make a formal complaint, you can do so as follows:
2. Formal Complaint:
All comments / complaints must be in writing and can be submitted by:
- Post to MSLETB, Head Office, Newtown, Castlebar, Co. Mayo, F23 DV78
- Email [email protected]
- Phone Number 094 90 24188 (followed by written confirmation)
If required, a complaints form is available on our website for your convenience www.msletb.ie
Complaints may be submitted in English or Irish. Where a complaint is submitted in Irish, MSLETB will respond in Irish. If you require this form in Irish, please contact [email protected]
Customer Responsibilities:
To assist us in providing the best service, we ask that you:
- Provide full and accurate information.
- Complete all forms carefully.
- Make an appointment if you wish to see a particular member of staff.
- Treat our staff with courtesy and respect.
Acknowledgement of your complaint:
Complaints will be acknowledged and all responses will include a contact name, telephone number and email address. MSLETB will:
- Acknowledge correspondence within 5 working days.
- Respond to your correspondence within 15 working days, where practicable and subject to the complexity of the matter.
3. Internal Appeals Process under MSLETB Customer Service Charter:
If you are not satisfied with the response to your complaint, you may:
- Contact the Head of Corporate Services, MSLETB, Head Office, Newtown, Castlebar, Co. Mayo, F23 DV78 for an internal appeal.
- Alternatively, you can email [email protected] and mark your email Internal Appeal in the Subject Line.
- The internal appeal is a review of the original decision based on the information available at the time and is not a re‑investigation of the complaint.
This is the second and final stage within MSLETB’s Internal Appeals Process. Where a final response has been issued and all available channels to resolve the complaint have been exhausted, and you remain dissatisfied, you may refer your complaint to the appropriate Ombudsman.
4. Appeal to Ombudsman / Ombudsman for Children:
Office of the Ombudsman:
The Office of the Ombudsman examines complaints from people who feel they have been unfairly treated by a public service provider. The Ombudsman will only deal with a complaint after it has first been dealt with through the internal complaints systems of MSLETB. The details for the Office of the Ombudsman are as follows:
- Address: Office of the Ombudsman, 6 Earlsfort Terrace Dublin 2 D02 W773
- Phone: 01 – 6395600
- Lo-call: 1890 22 30 30
- Email: [email protected]
- Website: ombudsman.ie
Office of the Ombudsman for Children:
The Office of the Ombudsman for Children examines complaints from children and young people under the age of 18 who feel they have been unfairly treated by a public service provider. The Ombudsman for Children will only deal with a complaint after it has first been dealt with through the internal complaints systems of MSLETB. The details for the Office of the Ombudsman for Children are as follows:
- Address: Millennium House, First Floor 52-56 Great Strand Street, Dublin 1, D01 F5P8
- Phone: 01 – 8656800
- Lo-call: 1800 20 20 40
- Email: [email protected]
- Website: : https://www.oco.ie/online-complaint/
Data Protection and Confidentiality
MSLETB is committed to protecting the personal data of all complainants.
All complaints are handled in accordance with the Data Protection Acts 2008 & 2018, the General Data Protection Regulation (GDPR), and MSLETB’s Data Protection policies.
Personal information provided as part of a complaint will be:
- Processed lawfully, fairly and transparently
- Used solely for the purpose of managing and responding to the complaint
- Shared only with those who need access to the information to investigate and respond appropriately
- Retained securely and only for as long as necessary in line with MSLETB’s retention policies
Further information is available in the MSLETB Data Processing Policy.
How to submit Comments and Complaints
- Contact Customer Service at Head Office MSLETB.
- All comments / complaints must be in writing by post, by email or via our website.
- Customer comments on any aspect of our service will be welcomed.
- Customers who are not satisfied with our service have the right to complain.
- Any complaints to MSLETB will be viewed with impartiality and dealt with promptly.
- If you are not satisfied with the response to your complaint, contact the Head of Corporate Services to seek further recourse. If you are not satisfied with the response from the Head of Corporate Services, you may appeal the response to the Ombudsman or the Ombudsman for Children.