We are governed by a Board of voluntary non-executive Directors. None of our Directors receive payment of any kind for their service to Irish Hospice Foundation. We value their expertise and guidance. To ensure transparency, at every Board meeting, Directors and senior managers present are asked to declare any conflict of interests with IHF. See more about Our Board.
We operate to the highest standards of governance and transparency so as to maintain our credibility, independence and long-term sustainability, as demonstrated by our nomination for the Carmichael Good Governance Awards in 2017, 2018, 2019, 2022 and 2023. We also have the Charities Institute of Ireland triple lock badge. The badge means we are transparent and accountable in everything we do.
Feedback & Complaints Procedure
Irish Hospice Foundation 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. Irish Hospice Foundation welcomes both positive and negative feedback. Therefore, we aim to ensure that:
- It is as easy as possible to make a complaint
- We treat every complaint seriously
- We deal with any complaint quickly and with respect
- We respond accordingly – for example, with an explanation or apology where we have got things wrong, and with information on any action taken etc.
- We learn from complaints, use them to improve, and monitor them at Management and Board level.
What to do if you have feedback or a complaint
If you do have a complaint or feedback about any aspect of our work, you can contact Irish Hospice Foundation through the following channels:
- Complete our online form
- By Post
Paula O’Reilly (CEO),
Irish Hospice Foundation,
Morrison Chambers,
32 Nassau Street,
Dublin 2,
D02 X627 - By telephone
01 – 6793188
We are open from 9.00 am to 5.30 pm Monday – Thursday and 9.00 am to 5.00 pm on Fridays
Please let us know how you would like us to respond, providing relevant contact details.
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain through our online form or in writing we will always acknowledge your complaint within 5 working days, and do everything we can to resolve it within 30 working days. If this is not possible, we will explain why and give a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to Irish Hospice Foundation’s Chairperson, Ms. Jean Callanan. She will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members. Alternative arrangements are in place for complaints by Irish Hospice Foundation staff or agents and this procedure, therefore, does not apply to them.
Independent Review If still not satisfied, you may seek further review or advice from the following:
The Charities Regulator
3 George’s Dock
IFSC
Dublin 1
D01 X5X0
Web: charitiesregulator.ie
Tel: (01) 6331550
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Tel: (01) 6395600
Lo-call: 1890 223030
Ombudsman for Children’s
Office Millennium House
52-56 Great Strand Street
Dublin 1
Tel: (01) 8656800
Irish Hospice Foundation is committed to complying with the Statement for Guiding Principles for Fundraising and has formally discussed and adopted the Statement at a meeting of the governing body.
- Irish Hospice Foundation confirms its commitment to the principles set out in the Statement of Guiding Principles for Fundraising by a statement to that effect in our annual report.
- Irish Hospice Foundation has a Donor Charter which is consistent with the Statement of Guiding Principles for Fundraising.
- Irish Hospice Foundation regularly monitors compliance with the Statement of Guiding Principles for Fundraising and compliance reports are received regularly by the governing body.
- Irish Hospice Foundation considers the Statement of Guiding Principles for Fundraising when planning all fundraising activity.
- Irish Hospice Foundation has a policy on working with third party fundraisers.
- Irish Hospice Foundation provides honest, open and transparent disclosure when fundraising from the public.
- Irish Hospice Foundation has appointed a member of the governing body and/or a senior member of staff to be responsible for compliance with the Statement of Guiding Principles for Fundraising.
- Irish Hospice Foundation ensures that fundraising staff are provided with information and training on the Statement of Guiding Principles for Fundraising and its implementation.
- Irish Hospice Foundation has a feedback and complaints procedure consistent with the Statement of Guiding Principles for Fundraising. Feedback is recorded for review by relevant staff including the CEO and governing body. Feedback is responded to promptly and appropriately.
- Irish Hospice Foundation prepares financial reports consistent with the requirements of the Charities Act 2009 which include a statement concerning the extent to which control of the organisation is independent of its funding sources.
- Irish Hospice Foundation ensures that all donations are tracked and recorded and complies with data protection requirements.
- Irish Hospice Foundation is accessible to the public through a number of readily available contact options.
Irish Hospice Foundation (IHF) is deeply committed to its donors and remains dedicated to treating our friends and supporters with the highest level of care and respect. Our Donor Charter reaffirms our commitment to the standards outlined in the Statement of Guiding Principles for Fundraising, drawn up in the context of the Charities Bill 2007 now the Charities Act 2009. It also provides an assurance to donors and potential donors in relation to the integrity and accountability of Irish Hospice Foundation.
As a minimum, Irish Hospice Foundation Donor Charter sets out the following:
We commit to giving our donors the right:
- To be informed of the way in which we intend to use cash donations and gifts-in-kind
- To receive confirmation from Irish Hospice Foundation that it is fully committed to using donations effectively for their intended purposes
- To be kept informed of the impact of their support and of Irish Hospice Foundation’s evolving needs and priorities
- To have access to Irish Hospice Foundation’s most recent published financial accounts.
- To be informed as to whether those people seeking donations are volunteers or employees of Irish Hospice Foundation
- To be assured that their right to privacy will be respected, including the right to have their personal details deleted from Irish Hospice Foundation’s mailing lists and that their personal information will be handled in full compliance with the Data Protection Act 1988 and 2003
- To receive appropriate acknowledgement, recognition and publicity for each donation if/as required and to have their anonymity respected if requested
We commit to ensuring that all donations:
- Will be used for the purpose for which they were originally intended. The priorities of Irish Hospice Foundation will change from time to time and, should this happen, alternative uses for ‘restricted’ donations will be discussed with the donor or the donor’s representative
- Will be used for the purposes which Irish Hospice Foundation deem to present the best opportunity to advance its priorities where those donations are ‘un-designated’ i.e. not given a specific and pre-determined purpose
- Will be acknowledged promptly
- Will be maximised where possible, and where permission has been granted from a PAYE tax payer, through the reclamation of tax relief
