Complaints, Comments & Compliments Policy
The information published on this page is also available as a downloadable document (PDF 431KB)
| Approved Date | May 2024 |
|---|---|
| Review Date | April 2026 or as per direction from NIPSO |
| Related Legislation/Applicable Section of Legislation | The Public Services Ombudsman Act (Northern Ireland) 2016 (the legislation |
| Related Policies, Procedures, Guidelines, Standards, Frameworks |
|
| Replaces | Complaints, Comments & Compliments Policy Version 4.0 |
| Policy Lead (Position/Contact details) | Assistant Director – Citizen Focus |
| Sponsor Directorate | Corporate Services |
| Version | 5.0 |
Revision Record
| Date | Version | Revision Description |
|---|---|---|
| 2015-2017 | 1.0 | Initial Policy |
| 2017-2019 | 2.0 | Policy reviewed and updated |
| November 2019 | 3.0 | Policy reviewed and updated |
| October 2023 | 4.0 | Policy reviewed and updated in accordance with the Local Government Model Complaints Handling Procedure (MCHP). |
| May 2024 | 5.0 | Updated as per NIPSO recommendations |
Contents
- 4.1 What is the definition of a complaint?
- 4.2 What is the definition of a comment?
- 4.3 What is the definition of a compliment?
- 4.4 Complaints raised about senior staff
- 4.5 Elected Member conduct complaints
5. Making a Complaint, Comment or Compliment
- 5.1 What can you complain about?
- 5.2 What issues can’t be dealt with via the complaints process?
- 5.3 Who can complaint?
- 5.4 What are your responsibilities as the complainant?
- 5.5 How will Council manage your personal information?
- 5.6 Anonymous complaints
- 5.7 How long do you have to make a complaint?
- 5.8 How to make a complaint
- 5.9 Getting help to make a complaint
6. The Complaint Handling Process
- 6.1 What happens when you make a complaint?
- 6.2 Stage 1: Frontline Resolution
- 6.3 Stage 2: Investigation
- 6.4 Outcomes
- 6.5 What if you remain dissatisfied?
- 6.6 Unacceptable Behaviour
- 6.7 How Council will manage unacceptable behaviour
8. Monitoring, Evaluation and Review
APPENDICES
Appendix 1: A Quick Guide to the Complaints Procedure