About us

Coiste Cúram Leanaí Phort Láirge (CCLPL) is Company Limited by Guarantee (CLG) and a registered Charity. CCLPL receives its core funding from the Department of Children, Equality, Disability, Integration & Youth (DCEDIY) to deliver the annual workplan set by the DCEDIY and Pobal. The funding is administered by Pobal on behalf of DCEDIY.

An overview, details of finance and activities, documents and people can be viewed on the Charity Regulatory Authority website

The main purpose of CCLPL is to develop, support and enhance a wide range of high quality, integrated, accessible and affordable childhood care and education services responsive to the rights and needs of children, their parents/guardians and of communities in Waterford.

Registered Charity Number (RCN): 20141653

Company Registration Number: 532961

Purpose

Our values

Children’s Rights

Coiste Cúram Leanaí Phort Láirge, its Staff and Board will advocate for children’s rights understood as the human rights of children with particular attention to the rights of special protection and care afforded to minors, including their right to association with both parents, human identity as well as the basic needs for food, universal state-paid education, health care and criminal laws appropriate for the age and development of the child, equal protection of the child’s civil rights, and freedom from discrimination on the basis of the child’s race, gender, sexual orientation, gender identity, national origin, religion, disability, colour, ethnicity, or other characteristics.

Respect

Coiste Cúram Leanaí Phort Láirge, its Staff and Board will act with due regard for the feelings, wishes, rights and safety of others. Respect as a form of behaviour and participation is especially important in childhood as it serves as a basis for how the child learns to respect themselves and others in their family and community. Coiste Cúram Leanaí Phort Láirge will exemplify and behave in a respectful manner in all of our interactions and dealings with those whom we work and serve.

Openness

Coiste Cúram Leanaí Phort Láirge, its Staff and Board will act in an open and transparent manner in carrying out its role and responsibilities, placing a strong emphasis on transparency and access to knowledge and information as well as collaborative or cooperative management and decision making.

Integrity

Coiste Cúram Leanaí Phort Láirge, its Staff and Board will act with honesty, truthfulness and accuracy in carrying out its role and responsibilities and will act with a shared understanding of the mission and values of the Committee which underpin all of its work and interactions.

Quality

Coiste Cúram Leanaí Phort Láirge, its Staff and Board will endeavour to be reliable, accountable and sustainable in our work and to meet the requirements and expectations and to achieve the best outcomes for those whom we serve in our work.

Complaints policy

CCLPL is committed to providing a high-quality service to all our customers. CCLPL views complaints as an opportunity to learn and improve our services for the future.

Commitment to our Customers
Our policy is to:

Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
Ensure all complaints are investigated fairly, promptly and confidentially
Handle all complaint information sensitively while adhering to relevant data protection and child protection legislation (Exception: if complaint contains information that indicates a direct danger to a child/children, it will be given priority and dealt with immediately. During this process the CCC will refer the complaint directly to Tusla (Child & Family Agency) and/or local An Garda Siochana in line with CCLPL Child Safeguarding Policy.)
Gather information which helps us to improve what we do
Evaluate and learn from complaints and use them to review and improve our services
Ensure complainant information and data is communicated, recorded and stored in line with our own internal operating procedures and GDPR policy.

What is a complaint?
A complaint is an expression of dissatisfaction concerning the provision of a service or services by the CCLPL, as laid out under the commitments in our Customer Charter.

How to make a complaint?
All correspondence is dealt with confidentially but cannot be submitted anonymously.

A complaint about services provided by the CCLPL should be directed to the CEO, who will endeavour to deal with the complaint without delay. Customers can make a complaint in the following ways:

Visiting CCC office – The Workhouse, Greenway Visitor Centre, Union Road, Kilmacthomas, Co. Waterford X42 R593
Contact by phone – 051 295045
Correspondence by email – [email protected] or post – The Workhouse, Greenway Visitor Centre, Union Road, Kilmacthomas, Co. Waterford X42R593. Please mark for the attention of R Murphy.
Completing the Concern/Complaint template form which can be found here.

What information is required when making a complaint?

For CCLPL to assist in the investigation of your complaint, please be sure to provide the following information with your complaint:

Your name, address, telephone number and email address
Information in relation to your complaint and what you were dissatisfied with in relation to the service provided by the CCC
Name of the staff member/s who dealt with you, if known and appropriate.

Response time to your Complaint

We will acknowledge receipt of any communications within 3 working days.
We will investigate all complaints and will ensure that a substantive reply will follow within 15 working days of initial receipt.
Where this is not possible to answer your query within these timeframes we will communicate with you to keep you advised of our progress.

Review of your Complaint

If the CEO cannot resolve your complaint or you do not wish to submit your complaint directly to the CEO, please refer your complaint to the Chairperson, CCLPL, The Workhouse, Greenway Visitor Centre, Union Road, Kilmacthomas, Co. Waterford X42R593.

Details of the Chairperson and Trustees can be found on our website at: http://www.cccw.ie/contact

Response time will normally be within 15 working days.

Where this is not possible due to an ongoing investigation, a progress report will be sent with an indication as to when a full reply will be given.

Appeal of your Complaint

If you are still not satisfied with the response provided, it is possible for you to refer the matter to the Office of Ombudsman. Details provided below:

Office of the Ombudsman
6 Earlsfort Terrace,
Dublin 2,
D02 W773.

T: +353 1 639 5600
LoCall: 1890 223 030
[email protected]