Dravet Syndrome Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.

Dravet Syndrome Ireland welcomes both positive and negative feedback. Therefore, we aim to ensure that:

• It is as easy as possible to make a complaint

• We treat as a complaint any clear expression of dissatisfaction with our operations which

calls for a response

• We treat it seriously whether it is made by telephone, letter, fax, email or in person; we deal

with it quickly and politely.

• We respond accordingly - for example, with an explanation, or an apology where we have

got things wrong, and information on any action taken etc.

• We learn from complaints, use them to improve, and monitor them at our Board.

 If you have feedback or a complaint regarding our fundraising activities, please contact Dravet Syndrome Ireland in writing either by email or post:

Dravet Syndrome Ireland,

Garrarus,

Tramore,

Co. Waterford,

X91E3P2

Info@dravetsyndromeireland.org

 Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

What happens then?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will acknowledge your complaint within 7 days, and do everything we can to resolve it within 28 days. If this is not possible, we will explain why and provide a new deadline.

What if the complaint is not resolved?

If you are not happy with the response then you may get in touch with the Dravet Syndrome Ireland Chairperson. The chairperson, Nicola Kehoe, will ensure that your appeal is considered at Board level.

The Board will deal with any complaint brought to it, and if they cannot find a workable solution and deem it necessary, mediation will be offered.

What is mediation?

Mediation is a confidential, facilitative and voluntary process in which parties to a dispute, with the assistance of an independent mediator, attempt to reach a mutually acceptable agreement to resolve the dispute.

Mediation is voluntary, and you cannot be obliged to use mediation to resolve a dispute - all of the parties must agree to use mediation to try to resolve the dispute.

Even when the parties have agreed to use mediation, it remains voluntary. The parties are free to decide at any time not to continue.

Dravet Syndrome Ireland and Mediation

Dravet Syndrome Ireland will enter mediation if we cannot find a workable solution to a valid complaint.

The Board will cooperate with the mediation process and aim to work with the mediator in a positive manner throughout the process.

If the mediation process provides an agreeable solution, the Board will aim to work with it and abide by the mediator's findings.