Comments, compliments and complaints

The Irish Traditional Music Archive is very thankful for the generosity of its supporters and the general public. We are committed to ensuring we live up to our reputation as a respectful, honest and open organisation, and we aim to continue to achieve the highest standards in all our practices. ITMA listens and responds to the views of the general public and our supporters so that we can continue to improve in this regard.

ITMA welcomes both positive and negative feedback. Therefore, we aim to ensure that:

  • It is easy to make a complaint and give feedback.
  • We treat feedback and complaints seriously whether made by telephone, letter, email or in person.
  • We deal with each complaint or comment quickly and politely.
  • We respond appropriately to the situation, and with respect to opinions.
  • We learn from complaints and ensure we use what we have learnt to help us improve.
  • We monitor all complaints at management level and report annually to the Board.

If you have feedback or a complaint

If you do have any feedback, or a complaint about any aspect of our work or the conduct of our staff or volunteers, you can contact us by post, telephone, email, social media or in person.

The Archive is open between 10 am and 5 pm Monday to Friday, until 8 pm every Thursday and one Saturday a month.

A complaint should include:

  • What happened and when?
  • What are you concerned about?
  • What actions could be taken to resolve the situation?

In the first instance, your feedback or complaint will be dealt with by a staff member who will endeavour to resolve the issue or forward it to the most appropriate person to respond. 

Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

What happens next

If you pass on feedback or complain in person or over the phone, we will try to resolve the issue there and then. If we cannot deal with your complaint over the phone we undertake to respond to you within 7 days, and do everything we can to resolve it within 21 days.

If you contact us by email or in writing we will respond within a period of 7 days, and do everything we can to resolve it within 21 days.

If we cannot resolve your complaint within 21 days, we will explain why and provide a new deadline.

What if the complaint is still not resolved

If you are not happy with the response from our Director, you may get in touch again by writing to the Chair of the ITMA Board. The Chair will ensure that your appeal is considered and will respond within two weeks of consideration.

The Chair can be contacted by post: 

Chair of the ITMA Board, Irish Traditional Music Archive / Taisce Cheol Dúchais Éireann, 73 Merrion Square, Dublin 2, D02 WK75

If we cannot respond within the two weeks, we will explain why and provide a new deadline.

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