It may happen that you don’t like something Umpod has done, or how we’ve done it. In such cases, it is good to know how to send a complaint and how it will be received.
At the Umpod office, our Deputy Director Markéta Nováková, or any other Umpod employee, will be happy to discuss the matter with you and help you draft the complaint.
For example, Matěj (age 14), whose parents are getting a divorce and who is represented by Umpod at the court. Matěj didn’t like the way one Umpod employee treated him.
For example, Sára (age 16), who is Matěj’s half-sister. Even though the court proceedings aren’t concerned with Sára, since she lives with her dad (who is different from Matěj’s dad), she didn’t like what Umpod submitted to the court concerning Matěj.
For example, Matěj's mum, who is dealing with her divorce and also caring for Matěj. She is getting help from Umpod, but she doesn’t like how long the process takes.
For example, Matěj’s grandma, who feels that Umpod isn’t doing enough for her daughter and grandson.
For example, if Matěj feels that an Umpod employee isn’t nice to him, or if they are trying to get him to say things he doesn’t want to say, or if they treat his family inappropriately or rudely.
For example, Matěj might be upset that he doesn’t have enough information about what is happening, or that nobody has asked him about his opinion or wishes, or that the process is taking too long, or that he is forced to go to so many different places and meetings all the time. There could be a number of other things which he doesn’t like or which he feels should or shouldn’t be arranged by Umpod.
For example, where and when it happened, which Umpod employee was in charge (write their name if you know it; if not, that’s okay), what you expected the employee to do, and why your expectations were not met. Any other details you can give would be helpful.
Finally, our Director, Zdeněk Kapitán, will evaluate all this information, and decide whether a rule or procedure has been violated, or whether someone at Umpod has made a mistake in some other way. He will then write back to you by post or email.
Umpod will not contact your parents about your complaint and will not ask them for any information. So if you don’t tell them, they won’t know.
But your entire complaint will be included in your file, which your parents can consult at any time, if they request. The courts have the same right. So they might find out about the complaint.
If you don’t want anything that you tell us to be communicated to your parents or to the court, then please tell us. In this case, we will put everything in a special “yellow” folder which no one has access to, and the information will become confidential.
If you don’t like something that is happening to you or to someone close to you, it’s always better to speak up. Speaking clearly and directly about what you don’t like, and about what you would like instead, is a sign of healthy self-confidence.
We won’t treat you or your family differently because of your complaint. On the contrary, we will sincerely look into whether we have made a mistake (we know that everybody can make mistakes – even our lawyers or psychologists) and we will write back to you about how we see it.
If we find that we have made a mistake, we will apologise and try to remedy the problem. If we don’t find a mistake, we will try to explain the situation to you, although we understand that you may still be upset. We will do our best to make you happy with our work.
No one will use your complaint against you or your family. You have the right to complain without having such worries.
If you don’t like Umpod’s answer, and you feel that something is still wrong, you can send a complaint to one or both of the offices below. They will investigate everything further and decide if Umpod made a mistake or not.
Public Defender of Rights
Address: Údolní 39, 602 00 Brno
Phone: 542 542 888
Ministry of Labour and Social Affairs
Address: Na Poříčním právu 1, 128 01 Prague 2
Email: podatelna: firstname.lastname@example.org