Issue - meetings
Complaints Policy - Review
Meeting: 16/09/2009 - Executive (Item 116)
116 Complaints Policy - Review 
PDF 120 KB
To consider a review of the Council’s Complaints Policy.
(Report attached)
Additional documents:
- Item 7 - Complaints Policy - Appendix 1 - PHB Final, item 116
PDF 38 KB
- Item 7 - Complaints Policy - Appendix 2 (a) - PHBFinal, item 116
PDF 43 KB
- Item 7 - Complaints Policy - Appendix 2 (b) - PHBFinal, item 116
PDF 63 KB
Decision:
RECOMMENDED that
the Complaints Policy be amended so that ‘Informal Complaints’ are removed at Stage One of the Complaints Policy.
(Members suggested that a clear explanation of the entire Complaints Procedure be included in the initial response sent to any complainant).
Minutes:
Officers presented a report that sought to review and refresh the existing Council Complaints Policy. From talking to the Council’s customers through means such as the Community Forum it had become apparent that the process was difficult for service users to understand. It was therefore suggested that the process be streamlined by removing the first tier of the current Complaints Policy.
The format of the Complaints Appeals Panel was briefly discussed as there was a view expressed that the complainant may have a role to play. Officers clarified that the Panel meetings were specifically to consider internal issues of service delivery and were not designed to determine the rights and obligations of customers and Officers.
Members suggested that a clear explanation of the entire Complaints Procedure be included in the initial response sent to any complainant.
RECOMMENDED that
the Complaints Policy be amended so that ‘Informal Complaints’ are removed at Stage One of the Complaints Policy.