‫ﻧﻤﻮذج اﻟﺸﻜﺎوى‬

‫اذا ﻛﺎن ﻟدﯾك اي ﺳؤال ﺣول ﻛﯾﻔﯾﺔ ﻣﻠﺊ ھذا اﻟﻧﻣوذج‬

‫اﺗﺻل ﺑﻧﺎ ﻋﻠﻰ اﻟرﻗم اﻟﻣﺟﺎﻧﻲ ‪1800 20 20 40‬‬

‫ﺧﺪﻣﺔ اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى ھﻲ ﻣﺠﺎﻧﯿﺔ وﻣﺴﺘﻘﻠﺔ‬

‫ﻗد ﺗﺟد ھذه اﻟﻘﺎﺋﻣﺔ اﻟﺳرﯾﻌﺔ ﻣﻔﯾدة ﻓﻲ ﺗﺣدﯾد ﻣﺎ إذا ﻛﻧت ﻋﻠﻰ اﺳﺗﻌداد ﻟﺗﻘدﯾم‬
‫ﺷﻛوى إﻟﻰ ﻣﻧظﻣﺔ أوﻛو‪ .‬إذا أﺟﺑت ﺑﻧﻌم ﻋﻠﻰ ھذه اﻷﺳﺋﻠﺔ‪ ،‬ﻓﺄن اﻟوﻗت ﻗد ﺣﺎن‬
‫ﻟﺗﻘدﯾم ﺷﻛوى ﻟدﯾﻧﺎ‪.‬‬

‫أ‪ .‬ھﻞ ﺷﻜﻮاك ﺑﺸﺄن ﺧﺪﻣﺔ ﻓﻲ أﯾﺮﻟﻨﺪا ﯾﻤﻜﻦ ﻟﻤﻨﻈﻤﺔ أوﻛﻮ اﻟﻨﻈﺮ ﻓﯿﮭﺎ؟‬
‫ﻻ‬ ‫ﻧﻌم‬

‫ﯾﻣﻛﻧﻧﺎ ﻓﺣص اﻟﺷﻛﺎوى ﺣول‪:‬‬

‫• اﻹدارات اﻟﺣﻛوﻣﯾﺔ‬
‫• ﺑﻌض اﻟﮭﯾﺋﺎت اﻟﻌﺎﻣﺔ‬
‫• اﻟﺳﻠطﺎت اﻟﻣﺣﻠﯾﺔ‬
‫• اﻟﻣدارس )اﻟﻣﻌﺗرف ﺑﮭﺎ ﺑﻣوﺟب ﻗﺎﻧون اﻟﺗﻌﻠﯾم ﻟﻌﺎم ‪(1998‬‬
‫• ﻟﻣﺳﺗﺷﻔﯾﺎت اﻟﺗطوﻋﯾﺔ‬
‫• ﻣﻧظﻣﺎت أﺧرى ﺗﻘدم ﺧدﻣﺎت ﻧﯾﺎﺑﺔ ﻋن اﻟدوﻟﺔ اﻷﯾرﻟﻧدﯾﺔ‬
‫وﯾﺣدد ﻗﺎﻧون اﻟﻣظﺎﻟم اﻟﻣﻌﻧﻲ ﺑﺎﻷطﻔﺎل ﻟﻌﺎم ‪ 2002‬وﺗﻌدﯾﻼﺗﮫ اﻟﺧدﻣﺎت اﻟﺗﻲ ﻧﺳﺗطﯾﻊ ﺗﻘدﯾﻣﮭﺎ‬

‫ﻣﺛل اﻟﺗﻌﺎﻣل ﻣﻊ اﻟﺷﻛﺎوى ﺣول‪ .‬اﻟﻛﺛﯾر ﻣن اﻟﺧدﻣﺎت ﺗﺄﺗﻲ ﺗﺣت اﺧﺗﺻﺎﺻﻧﺎ‪.‬‬

‫إذا ﻟم ﺗﻛن ﻣﺗﺄﻛدا ﻣﺎ إذا ﻛﺎن ﯾﻣﻛﻧﻧﺎ ﻣﺗﺎﺑﻌﺔ اﻟﺧدﻣﺔ اﻟﺗﻲ ﺗﺷﻛو ﻣﻧﮭﺎ‪ ،‬ﯾرﺟﻰ زﯾﺎرة ﻣوﻗﻌﻧﺎ‬
‫‪ .www.oco.ie‬ﺛم اﻧﻘر ﻋﻠﻰ ﻗﺳم "اﻟﺷﻛﺎوى" وﺳوف ﺗﺟد ﻗﺎﺋﻣﺔ ﻣن اﻻﺳﺋﻠﺔ اﻟﺷﺎﺋﻌﺔ )أﺳﺋﻠﺔ وأﺟوﺑﺔ(‪.‬‬

‫أ‪ .‬ھﻞ ﻗﺪﻣﺖ ﺷﻜﻮى ﺧﻄﯿﺔ إﻟﻰ اﻟﺨﺪﻣﺔ؟‬

‫ﻻ‬ ‫ﻧﻌم‬
‫ﯾﺟب ﻋﻠﯾك ﺗﻘدﯾم ﺷﻛوى ﻣﺑﺎﺷرة إﻟﻰ اﻟﺧدﻣﺔ اﻟﻣﻌﻧﯾﺔ وﻣﺗﺎﺑﻌﺔ ﻋﻣﻠﯾﺔ اﻟﺷﻛوى اﻟﺗﻲ ﻗدﻣﺗﮭﺎ ﻣن ﻗﺑل‬
‫وﺗﻘدﯾم ﺷﻛوى إﻟﻰ ﻣﻧظﻣﺔ أوﻛو‪.‬‬
‫إذا ﻟم ﺗﻛن ﺗﻌرف اﻟﺧطوات اﻟﻣﺗﻌﻠﻘﺔ ﺑﻛﯾﻔﯾﺔ ﺗﻘدﯾم ﺷﻛوى رﺳﻣﯾﺔ ﻣﻛﺗوﺑﺔ‪ ،‬ﯾﻣﻛﻧك طﻠب ﻧﺳﺧﺔ ﻣن ﺧطوات ‪ /‬ﺗﻘدﯾم اﻟﺷﻛﺎوى ﻣن اﻟﺧدﻣﺔ‬

‫ج‪ .‬ھﻞ ﺗﻠﻘﯿﺖ ﻗﺮارا ﻧﮭﺎﺋﯿﺎ ‪ /‬ردا ﻋﻠﻰ ﺷﻜﻮاك؟‬

‫ﻻ‬ ‫ﻧﻌم‬
‫ﻣن اﻟﻣﮭم أن ﺗﻧﺗظر ﻗرارا ﻧﮭﺎﺋﯾﺎ ‪ /‬اﻟرد ﻋﻠﻰ ﺷﻛواك‪ .‬إذا ﻟم ﺗﻛن ﺳﻌﯾدا ﻣﻊ اﻟرد‪ ،‬ﻗد ﯾﻛون اﻟوﻗت اﻟﻣﻧﺎﺳب اﻻن ﻟﺗﻘدﯾم ﺷﻛوى ﻟﻧﺎ‪.‬‬
‫ﯾﻣﻛﻧك أﯾﺿﺎ أن ﺗﻘرر ﺗﻘدﯾم ﺷﻛوى ﻟﻧﺎ إذا ﻛﺎﻧت اﻟﺧدﻣﺔ ﻟم ﺗﻌطﯾك ﻗرار اﻟذي ﻗﺎﻟت اﻧﮭﺎ ﺳوف ﺗﻌطﯾﮫ ﻟك ﻗرﯾﺑﺎ‪.‬‬
 ‫اﻟﺠﺰء ‪ .1‬ﻣﻌﻠﻮﻣﺎت اﻻﺗﺼﺎل‬
‫اﻻﺳم‪_________________________________________________________________________:‬‬
‫اﻟﻌﻧوان‪________________________________________________________________________:‬‬
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‫رﻗم اﻟﮭﺎﺗف‪_____________________________________________________________________ :‬‬

‫اﻟﺑرﯾد اﻻﻟﻛﺗروﻧﻲ‪__________________________________________________________________:‬‬
‫ھل أﻧت ﺷﺧص ﺷﺎب ﺑﺎﻟﻌﻣر ﺗﻘدم ﺷﻛوى ﺣول ﺷﻲء ﯾؤﺛر ﻋﻠﯾك؟‬
‫ﻻ‬ ‫ﻧﻌم‬
‫اذا ﻛﺎﻧت اﻻﺟﺎﺑﺔ ﻧﻌم اﻛﺗب ﺗﺎرﯾﺦ ﻣﯾﻼدك‪_____________________________________________________:‬‬
‫ﻣﺎ ھﻲ اﻓﺿل طرﯾﻘﺔ ﻟﻼﺗﺻﺎل ﺑك ؟‬
‫ﺑرﯾد اﻟﻛﺗروﻧﻲ‬ ‫ھﺎﺗف‬

‫ﻛﯾف ﺳﻣﻌت ﻋﻧﺎ ؟‬

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‫اﻟﺠﺰء ‪ .2‬ﻣﻌﻠﻮﻣﺎت اﻟﻄﻔﻞ ‪ /‬اﻻطﻔﺎل‬

‫اﻻﺳم‪ ________________________________:‬ﺗﺎرﯾﺦ اﻟﻣﯾﻼد‪________________________________:‬‬
‫اﻻﺳم‪ ________________________________:‬ﺗﺎرﯾﺦ اﻟﻣﯾﻼد‪________________________________:‬‬
‫اﻻﺳم‪ ________________________________:‬ﺗﺎرﯾﺦ اﻟﻣﯾﻼد‪________________________________:‬‬
‫اﻟﻌﻧوان‪_______________________________________________________________________:‬‬
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‫ﻣﺎ ھﻲ ﻋﻼﻗﺗك ﺑﺎﻟطﻔل ‪ /‬اﻷطﻔﺎل‪) :‬ﻋﻠﻰ ﺳﺑﯾل اﻟﻣﺛﺎل‪ :‬اﻟواﻟد‪ ،‬اﻟوﺻﻲ اﻟﻣﻌﻠم‪ ،‬اﻟﻌﺎﻣل اﻻﺟﺗﻣﺎﻋﻲ‪ ،‬اﻟﻌﻣﺔ‪ ،‬اﻟﻌم‪ ،‬اﻷخ‪ ،‬اﻟﺦ(‬
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‫إذا ﻛﺎن ذﻟك ﻣﻣﻛﻧﺎ‪ ،‬ﯾرﺟﻰ إﺧﺑﺎرﻧﺎ ﺑﺂراء اﻷطﻔﺎل ‪ /‬اﻷطﻔﺎل ﺑﺷﺄن اﻟﻘﺿﺎﯾﺎ اﻟﻣﺛﺎرة ﻓﻲ اﻟﺷﻛوى‪:‬‬
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 ‫اﻟﺠﺰء ‪ .3‬ﻣﻌﻠﻮﻣﺎت ﻋﻦ اﻟﺸﻜﻮى‬
‫ﻣﺎ ھﻲ اﻟﺧدﻣﺔ اﻟﺗﻲ ﺗﻘدم ﻋﻠﯾﮭﺎ ﺷﻛوى ﻓﻲ أﯾرﻟﻧدا؟‬
‫)ﻋﻠﻰ ﺳﺑﯾل اﻟﻣﺛﺎل‪ ،‬اﺳم اﻟﻣدرﺳﺔ ‪ /‬اﻟﻣﺳﺗﺷﻔﻰ ‪ /‬اﻟﺳﻠطﺔ اﻟﻣﺣﻠﯾﺔ(‬
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‫أﺧﺑرﻧﺎ ﺑﻣﺎ إذا ﻛﺎﻧت اﻟﺧدﻣﺔ ﻗد ﻓﻌﻠت أو ﻟم ﺗﻔﻌل ﺷﯾﺋﺎ ﻟك‪ ،‬وﻟﻣﺎذا ﺗﻌﺗﻘد أن ھذا اﻟﺷﻲء اﻟﺧطﺄ‪:‬‬
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‫ﻛﯾف أﺛر اﻹﺟراء ھذا أو اﻟﺗﻘﺎﻋس ﻋن اﻟﺧدﻣﺔ ﻋﻠﻰ اﻟطﻔل ‪ /‬اﻷطﻔﺎل اﻟﻣﻌﻧﯾﯾن؟‬
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‫أﺧﺑرﻧﺎ ﻛﯾف ﺗﻌﺎﻣﻠت اﻟﺧدﻣﺔ ﻣﻊ ﺷﻛواك‪ .‬ﯾرﺟﻰ ﺗﻘدﯾم ﻧﺳﺦ ﻣن أي رﺳﺎﺋل أو رﺳﺎﺋل ﺑرﯾد إﻟﻛﺗروﻧﻲ أرﺳﻠﺗﮭﺎ إﻟﻰ اﻟﺧدﻣﺔ واﻟرد )اﻟردود(‪.‬‬
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 ‫ﻣﺎ ھﻲ اﻟﻧﺗﺎﺋﺞ اﻟﺗﻲ ﺗرﯾد ﻣﻧﺎ ﺗﺣﻘﯾﻘﮭﺎ ﻟﻠطﻔل ‪ /‬اﻷطﻔﺎل؟‬
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‫ھل اﺗﺻﻠت ﺑﺄي ﺧدﻣﺔ أﺧرى ﺑﺷﺄن ﺷﻛواك )ﻋﻠﻰ ﺳﺑﯾل اﻟﻣﺛﺎل‪ ،‬ﻣﺣﺎﻣﻲ ﻣﮭﻧﻲ أو ھﯾﺋﺔ ﻗﺿﺎﺋﯾﺔ( أو ھل اﺗﺧذت أي إﺟراء ﻗﺎﻧوﻧﻲ ﺿدھم؟‬
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‫اﻟﺗوﻗﯾﻊ‪ _____________________________________:‬اﻟﺗﺎرﯾﺦ‪_____________________________:‬‬
‫‪ ‬ﯾرﺟﻰ إرﺳﺎل ﻧﺳﺦ ﻣن أي رﺳﺎﺋل أو رﺳﺎﺋل إﻟﻛﺗروﻧﯾﺔ أو وﺛﺎﺋﻖ أﺧرى ﺗﻌﺗﻘد أﻧﮭﺎ ﺳﺗﺳﺎﻋدﻧﺎ ﻋﻠﻰ ﻓﮭم ﻣﺧﺎوﻓك‬
‫‪ ‬ﯾرﺟﻰ اﺳﺗﺧدام ﺻﻔﺣﺎت إﺿﺎﻓﯾﺔ وإرﻓﺎﻗﮭﺎ ﺑﮭذا اﻟﻧﻣوذج إذا ﻛﻧت ﺑﺣﺎﺟﺔ إﻟﻰ ﻣزﯾد ﻣن اﻟﻣﺳﺎﺣﺔ ﻟﺷرح ﺷﻛواك‪.‬‬

‫أرﺳل ﻧﻣوذج اﻟﺷﻛوى ﺑﺎﻟﺑرﯾد اﻹﻟﻛﺗروﻧﻲ إﻟﻰ‪:‬‬ ‫أرﺳل ﻧﻣوذج اﻟﺷﻛوى إﻟﻰ‪:‬‬
‫‪ococomplaint@oco.ie‬‬ ‫‪Ombudsman for Children’s Office‬‬

‫إرﺳﺎل ﻧﻤﻮذج ﺷﻜﻮى ﻋﺒﺮ اﻹﻧﺘﺮﻧﺖ‪:‬‬ ‫‪Millennium House‬‬

‫‪/http://www.oco.ie‬‬ ‫‪52 - 56 Great Strand Street‬‬

‫‪Dublin 1‬‬

‫‪D01 F5P8‬‬

‫‪Ireland‬‬

‫ﻣﺎذا ﺳﯿﺤﺪث ﺑﻌﺪ ذﻟﻚ؟‬

‫ﺳﻧﺗﺻل ﺑك ﻹﻋﻼﻣك إذا ﻛﺎن ﺑﺈﻣﻛﺎﻧﻧﺎ اﻟﻧظر ﻓﻲ ﺷﻛواك‪ .‬ﻗد ﻧﻘوم أﯾﺿﺎ ﺑﺎﻻﺗﺻﺎل ﺑﺎﻟﺧدﻣﺔ )اﻟﺧدﻣﺎت( اﻟﺗﻲ ﺷﻛوت ﺿدھﺎ ﻋﺑر اﻟﮭﺎﺗف أو‬
‫اﻟﺑرﯾد اﻹﻟﻛﺗروﻧﻲ أو ﺑﺎﻟرﺳﺎﺋل اﻟﺑرﯾدﯾﺔ‪ .‬ﯾرﺟﻰ اﻋﻼﻣﻧﺎ إذا ﻛﻧت ﻻ ﺗرﯾد ﻣﻧﺎ أن ﻧرﺳل اﻟﺗﻔﺎﺻﯾل اﻟﺷﺧﺻﯾﺔ ﻟك ﻋن طرﯾﻖ اﻟﺑرﯾد‬
‫اﻹﻟﻛﺗروﻧﻲ‪.‬‬
‫إذا ﻛﺎن ﻟدﯾك أي أﺳﺋﻠﺔ‪ ،‬اﺗﺻل ﺑﻔرﯾﻖ اﻟﺷﻛﺎوى واﻟﺗﺣﻘﯾﻘﺎت ﻋﻠﻰ اﻟرﻗم اﻟﻣﺟﺎﻧﻲ ‪ 1800 20 20 40‬او اﺗﺻل ﺑﻧﺎ ﻋﻠﻰ اﻟﺑرﯾد اﻻﻟﻛﺗروﻧﻲ‬

‫‪ococomplaint@oco.ie‬‬