House Rules & Procedures: Direct Provision Reception and Accommodation Centres

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Contents

Page

Foreword 2

General Introduction 4

House Rules & Procedures, viz:

Part 1: Services 9

Part 2: House Rules 12

Part 3: Fire Safety 21

Part 4: Complaints Procedure 24

Appendix 1: Formal Complaint Form 33
(From Resident to Centre Manager)
Appendix 2: Formal Complaint Form 35
(From Resident to RIA)
Appendix 3: Complaints Procedure Diagram 37
(Complaint Against Service Provider)
Appendix 4: Complaints Procedure Diagram 38
(Complaint Against Resident)

RIA House Rules & Procedures 1
Foreword
Who is this booklet for?
This booklet is for protection applicants staying in accommodation
centres provided by the Reception and Integration Agency (RIA); and for
the staff running these centres.
It explains what you need to know about your stay in this centre. It
covers:
the services that your centre provides;
the rules that you must follow;
fire safety; and
how you can make a complaint so that issues can be dealt with fairly
and quickly.
What is the Reception and Integration Agency (RIA)?
RIA is responsible for providing accommodation and associated services
for protection applicants at centres like the one that you are staying in.
What is the difference between RIA and Centre
Management?
RIA is part of the Department of Justice and Law Reform.
Centres are managed by private companies under contract to the RIA.

How can I contact the Reception and Integration Agency?
You can contact RIA at:
Reception and Integration Agency
PO Box 11487
Dublin 2
Phone: 01 4183200;
Lo - call: 1890 777727;
Fax: 01 4183271;
Email: RIA_Inbox@justice.ie
General Introduction to the Direct Provision
System
The Reception and Integration Agency (RIA) would like to welcome you
to this Direct Provision accommodation centre. This centre provides
accommodation for you on our behalf. It is your home while your
application for protection is being processed.

We appreciate how difficult and stressful this period can be. We and the
accommodation centre staff will be as helpful as possible during your
stay.

Your Centre details are as follows:-
Centre Name:_________________________________________
Centre Address:________________________________________
Telephone no.: ________________________________________
The centre manager is:___________________________________

Does this booklet deal with other State services?
No. This document does not give information on Direct Provision
allowance or Exceptional Needs Payments or how to access health and
education services. Your accommodation centre can give you information
about how to access these services.
What type of accommodation does RIA provide?
In line with Government policy, we provide Direct Provision
accommodation to protection applicants at a number of centres while they
are waiting for the outcome of their protection application. Direct
Provision means we provide all your accommodation needs including full
board (all meals).
We are committed to providing safe, quality accommodation which
promotes your well being. We expect the residents, staff and management
to treat each other with respect.
While you are a resident here you must observe the rules and procedures
as set out in this document.
Can RIA or centre management help me with my protection
application?
No. Neither RIA nor centre management have any input into your claim
for asylum, other types of protection or leave to remain. Neither do we
have any input into how long you will spend in our accommodation while
waiting for the decision on your application.
Are there rules I should take particular note of?
Yes. You should pay special attention to the 'report and reside'
requirements explained immediately below.
Report and Reside requirements
If you are a protection applicant who is subject to the report and reside
requirement of section 9(5)(a) of the Refugee Act 1996, you must live in
the accommodation we allocate you while the State decides on your
application for protection. You must also report, as required, to a staff
member authorised by the Minister for Justice, Equality and Law Reform
during your stay with us.
Any specific reporting requirements and the penalties for failure to
comply with them are as stated in the letter provided to you when being
assigned to your accommodation.
If you fail to abide by these requirements, you will be committing an
offence and may be penalised as specified in section 9(7) of the Refugee
Act 1996. This may result in your application for protection being
deemed withdrawn and refused.
Can I expect to be treated with respect?
Yes. Everyone must always treat each other with respect. This includes
you, other residents and the centres management, staff and visitors.
How does Irish Law affect the rules?
The rules and procedures are designed to make accommodation centres
safe and effective. They do not in any way interfere with your legal rights
under Irish law.
Like everyone else in Ireland, you must obey the law. Some breaches of
the rules (for example, abusive or violent behaviour) are also breaches of
the law. They could lead to someone being prosecuted or expelled from
the centre.
To ensure that there is good order at accommodation centres and that they
are safe and effective, RIA can transfer, or, in exceptional circumstances,
expel residents from them.
Can I approach management and staff?
Yes. Any resident can approach any member of management or staff on
any issue that may arise in relation to their stay in the accommodation
centre.
The centre will hold joint management and residents meetings regularly
or as required, to deal with issues. The centre will display notices about
such meetings at reception. Centre Management will invite you to go to
these meetings and give your point of view.
How do I complain?
There is a formal complaints procedure (see this booklet: Part 4:
Complaints Procedure). Residents and management can follow this
procedure if they cannot informally resolve issues covered by the rules
and procedures, or if serious matters arise. There are complaint forms
available at each centre.
Can I choose what centre I live in?
No. We will provide you with accommodation. No one has the right to
live in a particular centre.
Can I request a transfer to another centre?
You are expected to stay at your centre until a decision has been made on
your protection application. You have no right to be moved to another
centre of your choice. Transfer is possible, but only when we decide to
allow it based on its merits and in rare and exceptional circumstances.
If you wish to continue receiving your direct provision allowance from
the Community Welfare Officer (CWO), you are expected to stay at your
centre until a decision has been made on your asylum, or protection
application.
If you ask for a transfer due to medical reasons, an independent medical
referee may be asked to evaluate your request.
If you decide to request a transfer to another centre, your centre can give
you an application form that you must fill in and send to us at: The
Reception and Integration Agency, PO Box 11487, Dublin 2. We will
not deal with personal callers.
You will receive a reply from us in RIA within 21 days of us receiving
your application. Our decision is final.
If we refuse your application, you cannot complain under the complaints
procedure, as outlined in Part 4: Complaints procedures of this
document.
If we believe you have asked for a transfer because your centre failed to
provide the services outlined in Part 1: Services of this document, we
will refer your request to the centre manager and we will consider their
observations before we respond to you. Where appropriate your details
will be kept anonymous.
We wish you well during your stay in this accommodation centre.

Principal Officer
RIA
Part 1
Services That Your Centre Must Provide
What services do accommodation centres appointed by the
Reception and Integration Agency (RIA) provide?
We contract accommodation centres to provide services in accordance
with our general policy. We arrange regular inspections of each centre to
make sure services are satisfactory. These unannounced inspections are
carried out by RIA staff and by an independent contracted private
company. Below are the details of the services the centre must give you.
Respect
1.1 The accommodation centre must treat you with respect. We will not
accept improper behaviour such as sexual harassment, racism or
intimidation of any kind.

Standard of accommodation
1.2 Your accommodation must be safe, hospitable and clean. In order to
make sure you are safe, our accommodation centres may be
monitored by security cameras.
Infant and baby nutrition
1.3 The centre will provide infant formula and baby foods in line with
the 'Infant Feeding Guidelines'. The Health Service Executive (HSE)
has drawn up these guidelines and the centre has a copy which they
can show you.
Babies cots and bedding
1.4 The centre will cater for the needs of infants and provide cots.
Schools
1.5 The centre will give you information on local
schools and help you to get places for your
children in them.
School lunches
1.6 The centre must provide a healthy, varied and nutritious packed
lunch for school-going children where necessary.
Meals
1.7 The centre will provide you with a varied and nutritious breakfast,
lunch and dinner.
Medical dietary needs
1.8 The centre will cater for any dietary needs you or your child has due
to medical reasons. They will get the help of a medical professional
when needed.
Ethnic dietary preferences, and 24 hour refreshments.
1.9 Where possible and practical, the centre will cater for ethnic food
preferences. The centre will provide you with tea and coffee making
facilities, and drinking water, outside normal meal times.
Soap, shampoo, toothpaste
1.10 The centre will provide you with soap, shampoo and toothpaste
when you arrive. They will give you new supplies when you need
them.
Washing and showering
1.11 The centre will provide you with washing and showering facilities.
Laundry and ironing
1.12 The centre will provide laundry and ironing facilities.
Cleaning
1.13 The centres cleaning staff will clean your room if needed. However,
all residents are expected to tidy up after themselves and keep their
rooms reasonably clean and tidy.
Heating
1.14 The centre management will make sure your room and any common
recreational rooms are heated to a comfortable standard.
Bedding and towels
1.15 The centre will give you adequate bedding and bed linen. They will
have your bed linen and towels changed when needed, but at least
once a week.
Leisure facilities
1.16 Information about leisure facilities will be at reception in your centre
and when these are provided by the centre you can use them for free.
The centre may organise other activities that are free or may have a
small fee.

Part 2
House Rules
The following are the basic house rules, which residents in RIA
accommodation must follow. You must stick to the rules of the centre as
set out in this document.
Respect
2.1 You must treat everyone you meet with respect. You must also
respect the property in the centre and that belonging to other
residents. You must not do anything that would compromise the
safety or good order of your centre.
The Law
2.2 You must obey Irish Law. You must not engage in any criminal
activity or do anything which would bring your accommodation
centre into disrepute.
2.3 Staff at your centre will not tolerate behaviour like:
violence;
consuming illegal drugs;
storing illegal drugs;
being drunk and disorderly;
sexual harassment;
racism; or
intimidation of any kind; or
deliberately making false, malicious and defamatory statements
All of these are offences under Irish law.
If anyone breaks the criminal law, they will be reported to An Garda
Sochna (Irish Police).
Your Room
2.4
a) Centre Managers instructions
You must do what the centre manager says in relation to
occupying and vacating your room.
b) You may have to move
RIA requires each centre to make full use of the bed spaces
they have to accommodate protection applicants. This may
mean that the centre will need you to move from one room to
another at some time.
Sometimes, RIA may need a resident to move to another centre.
If centre management or RIA need you to move to another
room, or to another centre, you will be told why.
c) Cleaning
You must keep your bedroom clean, tidy and aired.
d) Room inspections
The centre manager must always keep the accommodation at an
acceptable standard, for the benefit of all residents. This means
that sometimes your room will be inspected by:
the manager of the centre;
staff appointed by the manager;
staff from RIA; or
other inspectors appointed by RIA.

All of these people will respect your privacy as much as they
can. However, they will not always be able to warn you in
advance that they need to inspect your room.
You must co-operate with all bedroom inspections.
e) Electrical appliances
Some electrical appliances and adapters can be a fire hazard. If
you want to use any electrical appliance in your room your
must first ask the centre manager for permission. (Please see
Part 3: Fire safety.)
f) Decoration
You may only redecorate your room if you get permission from
the centre manager. Decorating can create a fire hazard.
Food and cooking
2.5 You must not store food in your bedroom. You must not cook food
in your room or any area of the centre.
Alcohol and illegal drugs
2.6 You must not consume or store alcohol or illegal drugs in the centre.
Noise
2.7 You must not create excessive noise, especially between 10 at night
and 8 in the morning. It is essential that you consider other residents
and neighbours and remember that all residents have the right to
quiet enjoyment of the centre.
Smoking
2.8 You must not smoke anywhere inside this centre. You must not
cover any smoke detectors as this could be a serious fire risk.
Pets
2.9 You cannot keep pets in the centre.
Rubbish
2.10 Please put all rubbish in the bins provided.
Fire drills
2.11 You must take part in all fire drills and obey the fire regulations as
set out in this document. Fire drills are conducted for your safety.
(Please see Part 3: Fire Safety)
Visitors
2.12 All visitors must report to reception and sign in and out.
Visitors can come only between 10 in the morning and 10 at
night. In exceptional circumstances, centre management may
allow visitors outside these times.
Visitors under the age of 18 must leave the centre by 8pm
unless accompanied by a guardian.
You must receive visitors in designated areas and you are
responsible for ensuring that your visitors obey house rules.
The centre can refuse entry to visitors.
Vehicles (including cars, motorbikes and others)
2.13 Vehicles can only be parked on centre grounds with permission of
management.
If you have a vehicle parked on the centre grounds, you must be able
to prove that:
you own it;
it is fully taxed; and
it is fully insured.
It is a serious breach of the law to have a vehicle without tax and / or
insurance.
Staying away overnight
2.14 If you ever plan to be away from the centre for any overnight period,
you must let the centre manager know in advance. The RIA may
reallocate your room if:
you leave it unused for any period of time without letting the
centre manager know in advance; or
if you are consistently absent from the centre.
Absences may affect your allowance
2.15 The centre manager is obliged to notify the Community Welfare
Officer (CWO) that you have been away without telling
management. This may affect whether or not you are entitled to the
Direct Provision Allowance. The CWO can give you more
information about entitlement to this allowance. Please also see
Rules 2.20 and 2.21 regarding childrens absence from centres.
If you are moving out permanently
2.16 You must tell the centre manager if you are moving out of the centre
permanently.
Change of address
2.17 If you are a resident in one of RIAs centres and you change your
address, you must write to the relevant authorities to let them know.
The centre manager can give you the relevant change-of-address
forms.
If you do not let the authorities know you are changing address
you may fail to receive important notices about your application.
This could mean you fail to meet time limits for lodging
documentation, appeals and so on.
Who do I write to about my change of address?
2.18
a) If you are at the application stage in the asylum process, write to:
The Office of the Refugee Applications Commissioner
79 - 83 Lower Mount Street,
Dublin 2.
b) If you are at the appeals stage in the asylum process, write to:
The Refugee Appeals Tribunal
Hanover Street,
Dublin 2.
c) If you are looking for permission to stay (seeking leave to
remain) or subsidiary protection in the State, write to:
The Repatriation Unit
Irish National Immigration Service (INIS)
Department of Justice and Law Reform
13 - 14 Burgh Quay
Dublin 2.
Children
School
2.19 You must make sure that your child or children attend school.
Children in Ireland do not have to attend school until the age of six,
but most children begin school in the September after their fourth or
fifth birthday.
Once your child is enrolled in school they must attend every day.
You must tell the school if your child is missing from school due to
illness or other reasons.
Care and safety
2.20 As a parent or legal guardian, you must always take responsibility
for the care and safety of your children.
It is strictly forbidden for parents to leave their children, under the
age of 14 years, alone or unattended in the centre or when you go
out, for whatever reason. A responsible adult must always supervise
children under the age of 14 years of age. Children under 14 years
old cannot be left in charge of younger children.
Children under the age of 18 must not be left without an guardian /
parent between the hours of 11 at night and 8 in the morning (11pm-
8am).
As parents, you must let the centre know in advance when you have
made arrangements for your children to be taken care of.
If the centre sees that a child is not being adequately cared for, they
will tell the relevant authorities. They will keep a written record of
any children who are not being well cared for, and send a copy to the
Reception and Integration Agency.
Child Protection Policy
2.21 RIA has a Child Protection Policy in place in each of its centres.
Each centre has a copy of the RIA Child Protection Policy and you
can get a copy of it from the centres staff. Under the terms of this
policy, you must make sure that children and young people are
treated with respect. You must always make sure to keep them safe
and to look after their general welfare.
If the centre manager, or other designated person such as a teacher or
doctor, is concerned about children, they may report their concerns
to the HSE Child Protection & Welfare Team or other appropriate
authorities. These concerns may include physically punishing your
child or any child, (for example, hitting or beating); leaving children
under the age of 14 years unsupervised; or the following types of
abuse:
Neglect
Emotional Abuse
Physical Abuse
Sexual Abuse
The following paragraphs explain these terms.
Neglect
2.22 Neglect is "where a child suffers significant harm or impairment of
development by being deprived of food, clothing, warmth, hygiene,
intellectual stimulation, supervision and safety, attachment to and
affection from adults, or medical care".
The RIA Child Protection Policy does not allow you to leave
children aged less than 14 years unsupervised, nor can children
under 14 be left in charge of younger children.
Emotional Abuse
2.23 Emotional abuse "occurs when a child's need for affection, approval,
consistency and security are not met". This includes a child being
exposed to domestic violence.
Physical abuse
2.24 Physical abuse is "any form of non-accidental injury that causes
significant harm to a child".
Sexual Abuse
2.25 Sexual abuse occurs "when a child is used by another person for his
or her gratification or sexual arousal, or for that of others".
2.26 Everyone living in RIA accommodation should note that in Ireland,
the age of consent is 17 years. This means that it is illegal for
anyone less than 17 years of age to have sex. Anyone who is found
to be having sexual relations with someone under this age may be
prosecuted.
Overnight Stays Elsewhere
2.27 As part of the Child Protection Policy, you must tell the centre
manager in advance if your child is going to stay overnight
somewhere other than the centre.
You must give the manager the name and address of the person with
whom your child is staying, and the date you expect them to return.
If you dont do this your child may be reported as a missing person
to An Garda Sochna (Irish Police).
Part 3
Fire Safety
For your safety and the safety of all residents, you must
know and abide by the following fire safety rules:
Fire Drills
3.1 The centre will hold fire drills reasonably often, to make sure you
know what escape routes you can use and where you should
assemble if there is a fire.
Fire Alarm
3.2 If there is a fire or the centre is holding a fire drill, the alarm will
sound continuously. When you hear this alarm, please leave the
building immediately by the nearest exit and go to the assembly
point.
Details of your evacuation route should be displayed in your
bedroom. If they are not, please contact your centre manager.
Parents and guardians should (where it is safe to do so) make sure
that they take their children with them when they evacuate the
centre. In addition, parents and guardians should tell centre
management if any of their children are not on the premises at the
time e.g at school.
You must co-operate with fire drills
3.3 You must co-operate with staff in your centre if they are evacuating
the centre due to a fire or a fire drill. Anybody who fails to co-
operate will have broken house rules and the centre will notify RIA.
RIA takes very seriously any breach of the rules, especially those
that relate to fire safety.
Fire notices
3.4 There are fire notices on the walls throughout the centre to help you
to understand what to do if there is a fire or a fire drill. Do not
remove or deface these notices.
Your nearest escape route
3.5 Please take note of the nearest fire escape to your bedroom.
Keep exits clear
3.6 Please keep fire exits clear at all times.
Keep fire doors closed
3.7 Please keep fire doors closed at all times.
Leave equipment alone
3.8 Do not interfere with fire safety equipment, for example:
fire extinguishers;
fire hoses; or
fire alarm equipment.

Do not try to tackle the fire yourself
3.9 If you discover a fire, please activate the nearest fire alarm call point
and then leave the building immediately.
Do not try to tackle the fire yourself.
Part 4
Complaints Procedure

4.1 The RIA has a complaints procedure. Its aim is to have problems
dealt with quickly and efficiently. You should not be afraid to
complain when you need to.
4.2 You are entitled to use the complaints procedure to tackle issues and
problems that arise in RIA accommodation centres.
4.3 Making a complaint will not affect how other official agencies
consider:
an asylum application;
an application for leave to remain; or
subsidiary protection application in the State.

Who will handle the complaint?
4.4 Where possible and when necessary, your complaint should be
handled by someone who is the same gender as you.

Is my complaint confidential?
4.5 All complaints will be handled sensitively and in confidence by
centre staff and RIA, but sometimes they may need to consult other
people involved.

Does my complaint have to be in English?
4.6 No, you may submit your complaint in any language. If RIA needs
to have your complaint translated, it may take them a few days
longer to deal with it.
Can I ask someone to assist me in making a complaint?
4.7 Residents may seek assistance in making a complaint. For example,
they may seek the assistance of a friend, relative, or member of a
support group etc. However, RIA and centre management retain the
right to communicate directly with the resident regarding the
complaint.
Who can use this complaints procedure?
4.8 This complaints procedure is open to both you and the manager of
the centre. This means:
a) you can complain if you think the centre is not fulfilling its
obligations to you as set out in Part 1: Services of this
booklet; and
b) the manager of the centre you are staying in can complain if
they think you are not fulfilling your obligations to the centre as
set out in Part 2: House Rules of this booklet.


How do residents complain?
4.9 It is expected that most complaints can be resolved quickly and
informally. However, sometimes this cannot happen and further
stages have to be gone through. Complaints can be made in three
stages:-
Informally verbally (Stage 1)
Formally in writing (Stage 2)
Appeal to RIA (Stage 3)
Stage 1
Can my complaint be handled informally at the
accommodation centre?
4.10 Yes. The centre manager must try their best to resolve your issue
quickly and informally. If you want to make an informal complaint
because you think the centre is not fulfilling its obligations to you, as
set out in Part 1: Services, you must tell the centre manager
immediately you become unhappy with the services they are
providing.

Stage 2
What happens if I am not happy with how the centre
handles my complaint?
4.11 If you are not satisfied with how the centre manager handles your
complaint informally, you may complain formally in writing to
them. They will respond to you within 14 days. An example of a
complaint form that you can use in this instance is at Appendix 1 of
this booklet.
Stage 3
How do I complain to RIA?
4.12 If, having gone through the above process, you believe your centre
has not handled your complaint satisfactorily, you can write to RIA
telling them what your original complaint was. An example of a
complaint form you can use to complain to RIA is at Appendix 2 of
this booklet.
Please send this form to the Operations Manager of RIA at PO Box
11487, Dublin 2. You may also attach a copy of the original
complaint and the centre managers response if you wish.
The Operations Manager will ask an appropriate staff member in
RIA to deal with your complaint. This staff member will ask you
and anyone else involved for observations about the complaint.
Is RIAs decision binding?
4.13 Yes, RIAs decision is binding on all parties. RIA will give the result
of their findings in writing to the resident. They will also give the
reasons for their decision and will send a copy of their findings to
the centre manager.
If a complaint is found to be justified, RIA will make sure that the
centre takes appropriate remedial action without delay.
Can I complain directly to RIA?
4.14 In very exceptional and serious circumstances you may submit your
complaint directly to RIA, bypassing the centre manager. For
example, this can happen where it would make it difficult to process
your complaint fairly if it were first dealt with by the centre
manager. However, RIA may send the complaint to the
accommodation centre manager if they think it should have been
dealt with locally first.
4.15 A diagram of the complaints procedures for residents is at Appendix
3 of this booklet.
How does the centre manager complain about a resident?
4.16 It is expected that complaints by managers can be resolved
quickly and informally. Sometimes that cannot happen and further
stages may have to be gone through. Complaints can be made in
three stages:
Informally - verbally (Stage 1)
Formally - in writing (Stage 2)
Referred to RIA (Stage 3)

Stage 1
Can the centre manager handle a complaint against a
resident informally?
4.17 Yes, where a complaint is made that a breach of the House Rules by
a resident has occurred and the breach is considered to be of a minor
nature, the manager will draw the issue to the residents attention
and try to resolve the issue quickly and informally.
Stage 2
When does the centre make a formal complaint?
4.18 If a complaint is made that a resident has committed a serious breach
of the house rules, the centre manager will:
examine the complaint; and
seek the views of the resident/s involved.
If the manager considers that a resident has committed a serious
breach of the rules, he will give a written warning outlining how the
rule was breached and what action he will take. The resident shall
also be informed of the actions that may be taken by the manager or
by RIA, in the event of another breach occurring.
What happens if a complaint involves children?
4.19 If there are any concerns or issues relating to children (anyone under
the age of 18 years), the centre will notify the HSE and RIA.
Stage 3
What happens when someone who has already been warned
breaks the rules again?
4.20 If someone has already been warned about breaking house rules and
a complaint is made that they have broken the rules again, the
manager will write to let RIA know. A copy of the letter to RIA will
be given to the resident.
RIA will then write to the resident asking for their observations. RIA
will consider if the rules were breached, and if they were, will look
to see if there were any mitigating factors. RIA will write to the
resident with their response to the complaint.
If the resident breaks the House Rules again, RIA will warn them
that a further breach may mean a transfer to alternative
accommodation. If this happens, RIA will choose the alternative
accommodation.
RIA will send a copy of their findings to the centre manager.
What happens if RIA decides to transfer a resident?
4.21 If RIA decides to transfer a resident following a breach of the rules,
it will write to the resident to let them know and send a copy of this
letter to the centre manager. These letters will be issued by fax and
by post.
The resident will be given two working days after receiving the
letter to tell RIA, in writing, why they should not be transferred. In
exceptional circumstances, and with the agreement of everyone
involved, the resident may be given more than two days to respond.

4.22 If, following consideration of the residents response, RIA decides to
go ahead with the transfer, RIA will then:
find a suitable alternative location to which the resident will
move,
contact the relevant Community Welfare Officer to organise a
travel voucher and transfer of Social Welfare entitlements; and
fax the manager of the accommodation centre to which the
resident is being transferred giving information about their
arrival and why they are being transferred.

Change of address
4.23 When RIA transfers you, you must notify the relevant authorities
that your address has changed (see section 2.18). Change-of-address
forms are available at your centre.

Can RIA expel a resident completely from Direct Provision
accommodation?
4.24 In very serious circumstances, RIA, in the interest of maintaining
good order and the safe and effective management of
accommodation centres, can immediately and without notice:
transfer a resident to another centre within the Direct Provision
system; or,
expel a resident from a centre, which may mean expulsion from
the Direct Provision system entirely.
4.25 Generally, these actions can only be done if directed by a RIA
official at a senior level. However, in extremely grave or urgent
circumstances, the accommodation centre manager may expel a
resident from a centre without first getting approval from RIA. If
this happens, the centre will notify RIA as soon as possible so that
RIA can confirm or revoke the centres decision.
4.26 When a resident is expelled from the Direct Provision system
entirely, they can write to the Operations Manager of RIA at PO Box
11487, Dublin 2 (after one week of expulsion) asking to be re-
accommodated on foot of undertakings on their future conduct. This
appeal will be considered and responded to by RIA within three
working days of receipt of request.
RIA will notify the Garda Sochna
4.27 If a resident is expelled from the Direct Provision system, RIA will
immediately write to An Garda Sochna (Irish Police) and the
relevant social services to let them know.

Appendix 1
Sample Complaint Form
Formal Complaint Form from Resident to Centre Manager
Your centre:
______________________________________________________
Your name:
______________________________________________________
Your ID Number: (69/ No.)___________________________________
Detail of complaint:__________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
Have you already informally brought your complaint to attention of
centre management: Yes/No __
If no, why not?
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
If yes, what was the outcome?
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
Signed ____________________
Date: ____________________

Appendix 2
Sample Complaint Form
Formal Complaint Form from Resident to RIA
Your Centre:________________________________________________
Your Name:_________________________________________________
Your ID Number: (69/ No):_____________________________________
Detail of Complaint:__________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
Have you already formally complained to centre management: Yes/No__
If no, why not?
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________

If yes, what was the outcome?
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
Why are you appealing the centre managers decision to RIA
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
Signed: __________________
Date: __________________

Appendix 3
Complaint against Service Provider by Resident*

In very exceptional circumstances, a resident may go directly to step 3, contacting RIA.

Appendix 4
Complaint against Resident made by Service Provider*


*Images owned by and reproduced with permission of FLAC (Free Legal Advice
Centre)
PRODUCED BY PRODUCED BY PRODUCED BY
STATISTICS UNIT, RECEPTION & INTEGRATION AGENCY STATISTICS UNIT, RECEPTION & INTEGRATION AGENCY STATISTICS UNIT, RECEPTION & INTEGRATION AGENCY

DEPARTMENT OF JUSTICE, EQUALITY and LAW REFORM
AN ROINN DL agus CIRT, COMHIONANNAIS agus ATHCHIRITHE DL

RECEPTION AND INTEGRATION AGENCY
isineacht Fhilte agus Comhthite
Nov ember 2009

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