Complaints Procedures

The FÁS Complaints Procedure is to provide a facility to FÁS Clients, who wish to make a complaint about FÁS or a FÁS staff member, regarding the provision or lack of provision of a FÁS service.
 
There are 3 stages in the complaints procedure:

Stage 1
Participants attending FÁS Training Centre Courses

In the first instance, the complaint should be addressed to the complainant’s instructor, tutor or facilitator. If the complaint remains unresolved it should be referred to the FÁS Training Services Manager.

Note: Participants on former FÁS Funded Employment Programmes (Community Employment, Job Initiative, etc.). or persons attending former FÁS Employment Services Offices

Responsibility for the delivery of the above programmes and services transferred to the Department of Social Protection on 1st January, 2012. Complaints regarding the provision of these programmes or services or to decisions relating to eligibility should be referred to the local Community Development Officer or Employment Services Officer, as appropriate.

Other Members of the Public (Non-FÁS clients)

If a member of the public wishes to make a complaint about any of the services provided by FÁS, the complaint should be in writing and addressed to the Manager of the Service in question.

Stage 2

If the complaint remains unresolved, following the completion of Stage 1, the complainant should, as concisely as possible, document the complaint in writing and send it to:

Stage 3

In the event the complaint remains unresolved, following the completion of Stage 1 and Stage 2, the complainant will be referred by FÁS to the FÁS Client Services Commissioner.

The service provided by the FÁS Client Services Commissioner is an independent, free and confidential way of settling unresolved complaints between FÁS and its clients.