TII is committed to the principle of treating all of our customers equally.
It is an objective of TII to provide an integrated transport system that serves all members of the public and enhances the quality of life and the quality of the environment in the vicinity of the system.
Access for all is central to any scheme design and operation carried out by TII directly or by third parties, on its behalf.
TII will use best international practice in Universal Design, it will encourage innovative and imaginative solutions and it will seek to lead the field in the provision of integrated and accessible transport for Ireland.
TII is committed to ensuring that its services, premises and information are fully accessible and that its staff receives appropriate awareness training.
Under the Disability Act 2005, all Government Offices are required to appoint one or more Access Officers. Access Officers are responsible for providing assistance to customers with disabilities in accessing the services provided by TII and for acting as a point of contact for people with disabilities wishing to access such services. The TII Access Officer contact details are:
TII has appointed an Inquiry Officer to investigate complaints made under Section 38 of the Disability Act.
The Inquiry Officer will carry out an independent investigation in private and will produce a report which will say:
- if your complaint is valid;
- whether there has been a failure by TII to comply with the relevant provisions of the Disability Act, and
- where a failure has happened, it will outline the steps to be taken to ensure future compliance.
The TII Inquiry Officer contact details are:
Complaints under the Disability Act 2005
Persons with a disability, or anyone acting on their behalf, may make a complaint to TII if they consider that the organisation has failed to comply with the provisions of Sections 25, 26, 27 & 28 of the Disability Act 2005. These Sections of the Act relate to access by persons with disabilities to:
- TII’s public buildings;
- TII’s services;
- Services and goods purchased by TII; or
If a person needs assistance in making a complaint regarding accessible services, they can contact our Access Officer who, as far as possible, will assist them in making their complaint. In accordance with Section 39 (2) of the Disability Act 2005 the following are the procedures for making and investigating such complaints.
Making a complaint
A complaint may be made by a person, or through his or her
- spouse/partner, parent or relative;
- guardian or a person acting in loco parentis to that person;
- legal representative;
- personal advocate, assigned by the Citizens Information Board to represent that person; or
- by another person advocating on behalf of that person with his or her consent.
A complaint must be made in writing, which can include fax or e-mail, and should provide daytime contact details for the person making the complaint.
The complaint should state that it is a complaint under Section 38 of the Disability Act 2005 and should, in so far as is possible, set out as clearly as possible the grounds for the complaint regarding the alleged failure of TII to provide access under Sections 25 to 28 of the Act.
The complaint should be addressed to:
Transport Infrastructure Ireland,
Parkgate Business Centre,
By email to email@example.com
Investigating a complaint
The Inquiry Officer will acknowledge receipt of the complaint as soon as possible but not later than five working days after receipt.
The Inquiry Officer will examine the complaint to establish if it relates to an alleged failure by TII to comply with Sections 25, 26, 27 & 28 of the Act. If the complaint is deemed to be invalid, i.e. the Inquiry Officer considers that the compliant does not relate to matters covered by Sections 25 to 28 of the Act, the Inquiry Officer will so inform the complainant and give supporting reasons and, if possible, will advise the complainant on alternative avenues of redress.
Where the Inquiry Officer considers that the complaint is frivolous or vexatious, s/he will notify the complainant of this determination in writing and provide the complainant with an opportunity to make representations on the matter. Otherwise, the Inquiry Officer will investigate the complaint in accordance with the following paragraphs.
The Inquiry Officer may request further information/details from the person who made the complaint and may require that such information/details be furnished within a maximum of two weeks of being requested.
The Inquiry Officer may consult with all parties that they consider appropriate regarding the matter and request information/reports/files and any other details from relevant officials. Any information requested must be furnished within a maximum of two weeks of being requested.
In the course of the investigation the Inquiry Officer may undertake interviews with such persons which they consider appropriate, including the person who made the complaint, to elicit information.
The Inquiry Officer will maintain a written record of their investigation.
The Inquiry Officer will prepare a written report of the results of the investigation setting out the findings together with a determination in relation to:
- whether there has been a failure by TII to comply with the relevant provisions of the Disability Act; and
- where there has been such a failure, the steps to be taken by TII to ensure future compliance with the relevant provision(s) of the Act.
The Inquiry Officer will give a copy of the report to the person who made the complaint.
The Inquiry Officer will complete their report within 20 working days from the receipt of all required information, including additional information requested from the complainant. Where a full report is not available within 20 days, the Inquiry Officer will send an interim reply and indicate when the report will be available.
The furnishing of the report to the person who made the complaint concludes the investigation of the complaint.
The complainant will be advised of the right of appeal to the Office of the Ombudsman, as set out below.
Right of Appeal
If a complainant is not satisfied with our final response, s/he may contact the Ombudsman.
The Office of the Ombudsman was set up to examine complaints from members of the public who feel that they have been unfairly treated in their dealings with bodies such as TII. If a complainant feels that s/he has been unfairly treated or is not satisfied with our decision on a complaint, it is open to the complainant to contact the Office of the Ombudsman. By law, the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides a free, impartial and independent dispute resolution service.
The Ombudsman may be contacted at:
Office of the Ombudsman
18 Lower Leeson Street, Dublin 2, D02 HE97.
Phone: +353-1-639 5600
Lo-call: 1890 223030
Fax: +353-1-639 5674
Website Accessibility Overview
The TII website has been constructed to ensure that it is accessible to all. For this reason we have designed it to meet the W3C WAI-AA guidelines. If you have any suggestions as to how we could improve the accessibility of our website please contact us by email: firstname.lastname@example.org.
Many links have title attributes. All of them open in the browser and do not start new pages. All images have ALT descriptions, unless they are decorative in which case they have null values.
CSS is used throughout, with proportional fonts to allow font resizing in most browsers. Non-CSS browsers will still see all the content and also receive a message that not all the formatting is being displayed. Tables are used rarely and only where necessary.