We will seek to ensure that all enquiries are handled with courtesy and with minimum delay. We will treat all visitors with courtesy and respect and we will make every effort to take account of any individual needs of our customers. We will handle all complaints in a fair, transparent and professional manner.

Telephone Enquiries

  • We will endeavour to answer the telephone promptly during opening hours and provide callers with the requested information in an efficient and professional manner.
  • If we cannot provide a caller with the requested information, then we will request details of the caller’s name, contact number or e-mail address and respond to the query with the associated information within 48 hours.
  • Where voicemail is in operation, we will respond to all messages within a maximum period of 4 hours.
  • If the query cannot be answered by K Leisure, we will endeavour to provide an alternative source of information if at all possible.

Written Correspondence / E-mail / Fax

  • We will ensure that a contact name, our telephone number and e-mail address is included with all K Leisure correspondence to ensure ease of communications.
  • For queries received by e-mail, an initial acknowledgment of receipt will issue within 1 working day.
  • We will provide a response to routine customer queries within 3 working days.

Information

  • We will provide information to customers in an open, transparent, timely, accurate and clear manner.
  • Information on the activities of K Leisure will be provided at all points of contact and documents such as timetables and price lists are available in Braille and large print formats at the reception desk upon request.
  • The www.kildareleisure.ie website will be reviewed regularly to ensure that the information posted is accurate and is relevant to our customer needs. Every effort will be made to ensure that the website is accessible to all users by conforming to the AA with WAI WCAG 2.0 Standard.

Callers to our Facilities

  • We will treat all visitors with courtesy and respect.

Equality

  • K Leisure operates a policy of total inclusion and incorporates the principle of equal treatment into all aspects of service delivery.
  • Our services will be provided in an impartial and courteous manner with due regard for equality legislation.
  • We will pay particular attention to the avoidance of discrimination under the 9 grounds for discrimination identified by the Equality Authority:
    1. Gender.
    2. Marital status.
    3. Family status.
    4. Sexual orientation.
    5. Religious beliefs.
    6. Age.
    7. Disability.
    8. Race.
    9. Membership of the traveler community.
  • We will make every effort to take account of any individual needs of our customers.

Complaints

  • A complaint about any of the services we provide may be made directly to any member of staff or if the complainant prefers there is a comment card available at reception.
  • We will handle all complaints in a fair, transparent and professional manner.
  • If it is not possible to resolve the issue with the person you are dealing with, you may address your complaint in writing to the Facility Manager.
  • An acknowledgement of receipt of a written complaint will be issued within 3 working days. We will issue a written response to the complainant regarding the outcome of the investigation into the complaint within 20 working days.
  • We will take corrective action as quickly as possible and offer an explanation or apology as appropriate, in the event that K leisure has made an error or if the complaint is upheld.

Building and Site Accessibility

  • K Leisure buildings and car parks are designed specifically to exceed all the requirements outlined by the regulations embracing the concept of universal access.
  • Designated car parking spaces for people with disabilities are located adjacent to the main entrance. The car park is constantly monitored to ensure that only people with official permits avail of these spaces.
  • Tactile paving and dropped kerbing is installed on all pedestrian approaches to the building.
  • The reception desk is constructed with staggered counter heights and also incorporates an induction loop.
  • Accessible toilet areas fitted with alarm pull cords are provided throughout the building with two accessible toilets incorporating shower and baby change facilities.
  • Family changing cubicles and family shower rooms available.
  • Accessible resistance and aerobic equipment provided in the gym.
  • Consultations may be booked with our fully trained staff members and an appropriate fitness program designed for individual needs.
  • We have a range of classes that are fully accessible and group classes may be arranged upon request.

Safety, Health and Welfare

  • The management and staff of K Leisure are committed to implementing and conforming to the statutory obligations outlined in the Safety, Health and Welfare at Work Act 2005 and the Safety, Health and Welfare at Work, General Regulations 2007.
  • Safety, Health and Welfare issues will underpin all services offered by K Leisure to ensure that all users of the facilities will enjoy their experience in a clean and safe environment.

Consultation and Feedback

  • We welcome and encourage customer feedback on our services and the manner in which they are provided.
  • We will make use of technology and on line feedback facilities to ensure ease of consultation with our customers.
  • There is a comment book available at the reception desk where all users are encouraged to express their thoughts in relation to our facilities and services.
  • Comment cards are available at reception for the convenience of all users who may wish to express concerns regarding standards of service provision in a confidential manner or may wish to suggest methods by which K Leisure may respond to personal requests.

Help Us to Help You

  • If you have internet access, check the K Leisure website at www.kildare leisure.ie to see if the information you require is available before contacting us for the information you require.
  • Customers calling to the facility in person are advised to arrange an appointment in advance so as to ensure that the appropriate person is available and also to notify us in advance of any delay or cancellation.
  • Please treat our staff with the courtesy and consideration that you would expect for yourself.