Accessibility
03 Mar, 2020
Access for people who require special assistance
The Mental Health Commission (which includes the Decision Support Service) is committed to providing information and services which are accessible to all.
What do we mean by ‘access’?
The Disability Act 2005 defines ‘access’ broadly. In this context, it includes physical access to our offices as well as access to information provided by the Mental Health Commission and by the Decision Support Service.
Who may I contact if I have a question about access?
The role of the Mental Health Commission’s Access Officer is to support each individual who requires assistance when engaging with the Mental Health Commission and with the Decision Support Service. If you need help to access our services, please contact the Access Officer.
You may contact the Access Officer by post, email or telephone. The contact details are as follows:
By post
Access Officer
Mental Health Commission
The Waterloo Exchange
Waterloo Road
Dublin 4
D04 E5W7
By email
By phone
+353-1-636-2400
How do I make a complaint?
If you want to make a complaint about access to the services provided by the Mental Health Commission or by the Decision Support Service, you may write to the Chief Executive of the Mental Health Commission. Your complaint must be in writing and may be sent by post or by email. The contact details are as follows:
By post
Chief Executive
Mental Health Commission
The Waterloo Exchange
Waterloo Road
Dublin 4
D04 E5W7
By email
Can someone else make a complaint on my behalf?
Yes. You may ask someone to make a complaint on your behalf. This is called a ‘specified person’ and may be:
• your husband, wife, parent or relative
• a guardian or person acting on your behalf
• a legal representative you have chosen
• a personal advocate assigned to you
If you would like someone to make a complaint on your behalf, you must provide written authorisation allowing them to do so. This must accompany your letter or email of complaint.
What happens to my complaint?
Once your complaint is received by the Mental Health Commission, it is passed to an Inquiry Officer. S/he will look into your complaint in private and write a report detailing the results of the investigation. The report will show what the Inquiry Officer found and decided about your complaint. If the Inquiry Officer decides that your complaint is valid, the report must also outline what the Mental Health Commission and/or the Decision Support Service should do now to fix this problem.
How long does this process take?
You will receive an acknowledgement from the Inquiry Officer to confirm that s/he has received your complaint within five working days of it arriving to the Mental Health Commission.
You should expect to receive the Inquiry Officer’s report within 15 working days from the date your complaint was received. Where the information is not readily available, this process may take longer. If that happens, you will be notified as soon as possible to tell you of the delay and to provide you with a new date when you may expect to receive the report.
Do I get a copy of that report?
Yes. The Inquiry Officer gives a copy of the report to the Chief Executive of the Mental Health Commission. S/he also sends a copy of this report to you and/or the person you have asked to act on your behalf when making your complaint.
How much does it cost to make a complaint about access?
There is no fee for making a complaint about access.
Do I have the right to appeal the decision?
Yes. If you are unhappy with the decision the Inquiry Officer makes, you may appeal the decision to the Ombudsman.
How do I contact the Ombudsman?
You may contact the Ombudsman by post or by email. The contact details are as follows:
By post
Office of the Ombudsman
6 Earlsfort Terrace
Saint Kevins,
Dublin 2
D02 W773
By email
What will the Ombudsman do with my complaint?
The Ombudsman will review your complaint and the Inquiry Officer’s report. If the Ombudsman finds an issue with how your complaint was handled, s/he may recommend that the Mental Health Commission:
• takes another look at your complaint
• takes certain actions to make things better
• explains its actions to the Ombudsman
How much does it cost to make an appeal to the Ombudsman?
There is no charge for making a complaint to the Ombudsman.