What is a complaint?
Complaints tell us when there is dissatisfaction with a service. They give us the opportunity to improve, put things right, and where necessary adjust the way we work.
A complaint is defined as: "An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the Council, its staff, or those acting on its behalf, directly affecting an individual or group of individuals"
A complaint can be raised by anyone who has been directly affected by the actions or inactions of the Council. However, not every expression of dissatisfaction will be treated as a complaint; some will be treated as a request for action or for us to do something (i.e. a service request). In many cases we can quickly resolve concerns through normal service delivery processes without a complaint ever needing to be made. If you do encounter any problems, please contact us first so that we may have a chance to try and resolve matters.
The Complaints policy is intended to cover issues such as:
- Failure to provide a service or to do something we should have done
- Unreasonable delay in providing a service
- Failure to provide the expected level or quality of service
- Failure to correctly follow or apply Council policies or procedures
- Failure to consider all relevant information in coming to a decision
- Lack of professionalism from, or inappropriate conduct of, a Council employee or contractor
- Any perception of malice, bias or unfair discrimination (in particular, discrimination or harassment on the grounds of age, disability, sexual orientation, gender reassignment, pregnancy and maternity, race, religion or belief, or gender).