Our commitment
Our service standards
What you can expect from us — response times, how we treat you, and how to make a complaint.
Everyone who contacts Somali Irish Centre deserves a respectful, fair and confidential service. These are the standards we hold ourselves to.
Our promise to you
- Free and confidential. Our advice and support are free. What you tell us stays private unless you agree otherwise, or someone is at risk of serious harm.
- In your language. We provide support in Somali and English, and can help arrange an interpreter for other languages.
- Respect. We treat everyone equally, whatever their background, religion, gender, age, disability or immigration status.
- Honesty. We tell you clearly what we can and can’t do, and refer you to the right service when someone else can help better.
How quickly we respond
| How you contact us | We aim to reply within |
|---|---|
| Website message or email | 2 working days |
| WhatsApp message | 1 working day (during opening hours) |
| Voicemail / missed call | 1 working day |
| Appointment request that needs confirming | 1 working day |
| Data protection request | 1 month (legal maximum) |
| Formal complaint | Acknowledged in 5 working days, full reply in 20 working days |
Working days are Monday to Friday, excluding public holidays. If you need urgent help, see the emergency numbers on our Find help page.
What we ask of you
- Let us know if you can’t make an appointment or class, so the time can go to someone else.
- Bring the documents we ask for, so we can help you properly.
- Treat our staff, volunteers and other visitors with respect.
Tell us how we did
We welcome compliments, suggestions and complaints — they help us improve. You can give anonymous feedback at any time.
Making a complaint
- Talk to us. Most problems can be sorted quickly — speak to the staff member involved or call (01) 268 9997.
- Formal complaint. If you are still unhappy, write to us at info@somalicentre.ie or 46A Upper Dorset Street, Dublin 1, marked “Complaint”. We will acknowledge it within 5 working days and send a full reply within 20 working days.
- Review by the board. If you are not satisfied with our reply, ask for your complaint to be reviewed by the Chairperson of our board. Their decision is final within the organisation.
Making a complaint will never affect the service you receive from us. You can also raise concerns about how a charity is run with the Charities Regulator, and about your personal data with the Data Protection Commission.
Need Support?
We are here for you. Reach out to our team for confidential guidance, referrals, and direct assistance.