Complaints Handling Policy

Size: px
Start display at page:

Download "Complaints Handling Policy"

Transcription

1

2 Complaints Handling Policy Policy Title Policy Owner Prepared by Approved by Complaints Handling Policy Customer Service, Communications and Consultation Services Manager Customer Service, Communications and Consultation Services General Manager Date Approved 17 December 2012 Version 2 Category Keywords Administration customer, complaints, handling, council, public officer Revision Date November 2014 Amendments This policy amends Version 1 January 2010 (ECM reference ) Relevant Legislation/Codes Local Government Act 1993 Government Information Public Access Act 2009 Related Policies/Documents The City Newcastle of Council Customer Service Policy (2010) The City of Newcastle Council Managing Unreasonable Complainant Conduct Policy (2010) Effective Complaints Handling User Guide NSW Ombudsman (2004) Managing Unreasonable Complainant Conduct Practice Manual NSW Ombudsman (2009) Practice Note No.9 Complaints Management in Councils Division of Local Government (July 2009) Related Forms Page i

3 Part A Table of Contents Preliminary Purpose Definitions Principles...2 Part B Making a complaint and your privacy Contact us Anonymous complaints Privacy...4 Part C Complaint handling process Tier 1 Frontline Customer Complaint Tier 2 review Internal review Unreasonable conduct Tier 3 External Review...7 Part C Responsibilities Case Officer Service Unit Managers Public Officer Contractor or consultant responsibilities...8 Part F Analysis Reporting and review Systemic Issues Comments and Feedback...9 Part G External Agency Contact details...10 Part H Process Flowcharts...11 Page ii

4 Part A Preliminary 1 Purpose 1.1 This policy provides Council with a framework for effectively managing and resolving Customer Complaints. 1.2 This policy does not apply to: Customer requests, except where a request about the same issue has been made on three separate occasions and is unresolved Appeals in relation to the determination of an application, such as a Development Application Complaints made about decisions of the elected Council Complaints made under Council s Code of Conduct, Public Interest Disclosure Policy or complaints involving allegations of criminal activity. 2 Definitions 2.1 Act means the Local Government Act 1993 (NSW). 2.2 Case Officer means the Council Officer assigned by the relevant Service Unit to handle the Customer Complaint. 2.3 Customer Complaint means: An expression of dissatisfaction or grievance with Council including about a policy, process, service or Council Officer; or A request for service from Council on the same issue on three separate occasions that has not been resolved. 2.4 Customer Request means a written or verbal requests for a service or information to be provided, such as repairs, hazards, new works or forms. 2.5 Complainant means the person initiating the Customer Complaint. 2.6 Public Officer means Council s Public Officer appointed under Chapter 11 of the Act. 2.7 Council means the administration of The City of Newcastle. A reference to a clause is a reference to a clause of this Policy unless stated otherwise. Page 1 of 15

5 3 Principles 3.1 In managing customer complaints, Council commits to: Resolving Complainant dissatisfaction about the service they receive or believe they should receive Ensuring complaint data assists Council identify problems and change procedures, where applicable, to prevent similar dissatisfaction and Customer Complaints in the future Ensuring all Customer Complaints are dealt with in a systematic and consistent approach, transparent to both the Complainant and Council Officers Ensuring Council Officers are provided with adequate and on-going training, supervision and guidance in Customer Complaints handling Encouraging feedback as a means to resolving problems and improving services to the community Ensuring Complainants are not be victimised or suffer negative treatment because they have made a complaint Acknowledging the need to appropriately utilise Council resources in the handling of complaints. Page 2 of 15

6 Part B Making a complaint and your privacy 4 Contact us 4.1 Complaints about Council can be made by: Sending us a letter addressed to: General Manager PO Box 489 Newcastle NSW Phoning us: (02) Faxing a letter to us: (02) Sending an to us: Completing an on-line form at or Visiting us in person at: 282 King Street, Newcastle. 4.2 To enable efficient processing, complaints made to Council should contain: The Complainant s name and address; Preferred method of contact (except if the Complainant wants their identity to remain anonymous); The specific details of the Customer Complaint How the Complainant would like to see the complaint resolved Any special needs of the Complainant, such as non-english speaking background or hearing or visual impairment. 5 Anonymous complaints 5.1 If a Customer Complaint is made anonymously, the Case Officer will: a) Record the complaint and any information provided; and b) Make preliminary enquiries into the complaint. 5.2 If insufficient information has been provided, Council may be unable to fully investigate an anonymous Customer Complaint. 5.3 Council is not able to advise Complainants of any outcome of a Customer Complaint unless Complainant contact details are provided. 5.4 Anonymous Customer Complaints can not progress to Tier 2 or Tier 3 complaints. Page 3 of 15

7 6 Privacy 6.1 Information provided in conjunction with a Customer Complaint will be considered and treated in accordance with the relevant privacy legislation. Customer Complaints will only be accessed by authorised Council Officers. 6.2 Details of Customer Complaints, Complainants identity and/or personal details will not be disclosed other than in accordance with the relevant legislation. Page 4 of 15

8 Part C Complaint handling process 7 Tier 1 Frontline Customer Complaint 7.1 A Tier 1 complaint is a complaint made by a member of the public that requires consideration and investigation under this policy. 7.2 Immediate resolution If a complaint can be resolved at the time the complaint is received (this means on the day the complaint is made or on the day following the complaint being received), the Council Officer who received the complaint must record the details of the complaint and the resolution into Council s record management system. 7.3 Assessment If a complaint can not be resolved within three business days of the complaint being lodged with Council: a) a Case Officer must be assigned to determine the complaint in accordance with the policy; b) details of the complaint must be recorded in Council s record management system; and c) the Case Officer must determine whether the complaint is a Customer Complaint and can be investigated under this policy If the Case Officer does not determine that the complaint is a Customer Complaint in accordance with the policy, the Case Officer must advise the person who lodged the complaint (in writing) of the alternative avenues for resolution, including: (a) lodging a service request; (b) making a Code of Conduct complaint; or (c) other appropriate means of resolution. 7.4 Acknowledgement If the complaint is determined to be a Customer Complaint, an acknowledgement letter must be sent to the Complainant within five business days of the date the complaint was received. The acknowledgement letter must include: (a) a summary of the details of the complaint, including the facts provided by the Complainant and the remedy sought ; (b) an outline of the complaint handling process (including a copy of this policy); (c) the name and contact details of the Case Officer assigned; and (d) the timeframes for determination. 7.5 Investigation and outcome The assigned Case Officer must investigate the Customer Complaint by: a) deciding if the complaint is vexatious or frivolous; Page 5 of 15

9 b) objectively considering the facts of the Customer Complaint and the contentions in support of the complaint; c) determining an outcome of the investigation, including any corrective action to be undertaken No later than 28 days after the lodgement of the complaint with Council, the Case Officer must write to the Customer Complaint advising: a) the outcome of the complaint; b) details of the corrective action (remedy) to be taken, if any; c) details of why no action will be taken, if appropriate; d) the availability and process of a Tier 2 review; and e) the Case Officer s contact details The Complainant has a period of 28 days to review the findings of the Case Officer and respond. The Complainant may: a) Liaise with the Case Officer about the decision or processes (note: this will not change the outcome); or b) Request a Tier 2 review If the Complainant does not provide a response or request a Tier 2 review, the matter will be considered completed. 7.6 Delay in determination If a Customer Complaint cannot be resolved within 28 business days of Council receiving the complaint, the Case Officer must provide a letter updating the Complainant on the progress of the investigation. The letter must: a) provide details about the investigation already undertaken; b) request any further information (including documentation) that is required from the Complainant; and c) provide an estimated timeframe for determination of the complaint. 8 Tier 2 review Internal review 8.1 Basis for Tier 2 review If a Complainant: a) is unsatisfied with the outcome of a how a Tier 1 complaint was handled; or b) does not receive an outcome within the timeframes provided to them, the Complainant may request an internal review of the process (see Tier 2 flowchart) A Tier 2 review does not review the decision or outcome of a Customer Complaint. The purpose of the Tier 2 review is to ensure that the proper process was followed by the Case Officer undertaking the Tier 1 review. This means that a Complainant cannot request a Tier 2 Review based on disputed facts. Page 6 of 15

10 8.2 Request for review A request for a Tier 2 review must: a) Be in writing and received by Council within 28 days of the date of the letter advising of Council s determination (Tier 2 reviews will not be completed if requests are received outside this time frame); and b) State specifically: why the Complainant disagrees with the Case Officer s determination; and details about what aspects of the determination the Complainant is not satisfied with. 8.3 Time for Tier 2 review Within 21 business days of making a request for a Tier 2 review, the Complainant must be: a) advised in writing of the outcome of the Tier 2 review and of the process for a Tier 3 review; or b) advised of a delay of the outcome of a Tier 2 review, including an update on estimated timeframes. 8.4 If the outcome of the Tier 2 review is that the complaints handling process was not followed appropriately, a new Case Officer will be assigned and the complaint will be reinvestigated as a Tier 1 review. 9 Unreasonable conduct 9.1 If a Complainant continues to make requests for a review under this policy (after the Tier 1 and Tier 2 stages are completed and finalised), consideration should be given to whether the Complainant can be dealt with under the Unreasonable Complainant Conduct Policy. 10 Tier 3 External Review 10.1 If a Complainant is not satisfied with the outcome of a Tier 2 review, the Complainant must lodge the Customer Complaint with the relevant external body provided for in Part G Council has no control over the process or timeframes of Tier 3 reviews. Page 7 of 15

11 Part C Responsibilities 11 Case Officer 11.1 Case Officers are responsible for investigating and determining complaints in accordance with this policy. 12 Service Unit Managers 12.1 Service Unit Managers are responsible for: Ensuring that Council Officers have the appropriate skills, knowledge, and support to handle Customer Complaints Providing Council Officers with adequate time and resources to handle Customer Complaints. 13 Public Officer 13.1 The Public Officer is responsible for: Promoting a positive culture. That is ensuring that Council is focused on having a robust, integrated Customer Complaint handling system Accounting for Customer Complaints when evaluating systems, implementing new processes or extending business services Reviewing Council s complaint handling systems and participating in complaint handling forums Recording and monitoring to ensure systems are in place and are followed Reporting to the Executive Leadership Team on: a) Customer Complaints (including trends); and b) Systemic issues and weaknesses identified through the complaint handling system Complaint handling and resolution will be a performance measure for Council. 14 Contractor or consultant responsibilities 14.1 If functions of Council are provided by external agencies or contractors, contracts will stipulate: How Customer Complaints will be handled and reported to Council; and How Council will receive and investigate Customer Complaints about the external agency or contractor. Page 8 of 15

12 Part F Analysis 15 Reporting and review 15.1 Reports on Customer Complaints and complaint trends must be provided by the Director City Engagement at each Executive Leadership Team meetings, outlining: The number of complaints received, grouped by subject Increases in complaints since the last report Whether complaints are being received from businesses, community groups or individuals The number and nature of complaints escalated to Tier 2 and Tier Whether the complaints expose a weakness in the Council s processes or raise questions about integrity or reputation Any other relevant information Any information identifying a Complainant or their personal details must not be included in reports A periodic review of the Customer Complaint process will be conducted in order to assess its effectiveness. This review will be undertaken by the Public Officer every six months by reviewing up to five complaints that have been directed to Council. 16 Systemic Issues 16.1 If a Customer Complaint reveals a systemic problem, a review of the relevant policies and procedures will be conducted to determine the reason for the problem and provide a resolution. The systemic problem will be identified through the monthly reporting being provided to the Public Officer. The Public Officer will contact the relevant Council department for which the complaint was made. 17 Comments and Feedback 17.1 Comments and feedback on this policy should be directed to the Director, City Engagement by one of the methods set out at clause 4.1. Page 9 of 15

13 Part G External Agency Contact details Division of Local Government 5 O'Keefe Avenue NOWRA NSW 2541 P F TTY E W NSW Ombudsman Level 24, 580 George Street SYDNEY NSW 2000 P F E W Independent Commission Against Corruption Level 21, 133 Castlereagh Street SYDNEY, NSW, 2000 P F TTY E W Page 10 of 15

14 Part H Process Flowcharts Page 11 of 15

15 Page 12 of 15

16 Page 13 of 15

17 Page 14 of 15

18 Page 15 of 15

Customer Feedback Management Policy

Customer Feedback Management Policy Customer Feedback Management Policy Version 2.0 Table of Contents 1 Document Control... 3 1.1 Document Information... 3 1.2 Document History... 3 1.3 Scheduled amendments... 3 1.4 Document Approvals...

More information

Complaint management policy About this policy

Complaint management policy About this policy Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...

More information

COMPLAINTS HANDLING POLICY AND PROCEDURES

COMPLAINTS HANDLING POLICY AND PROCEDURES COMPLAINTS HANDLING POLICY AND PROCEDURES 1. Objective of the policy {Insert company name} seeks to maintain and enhance our reputation of providing you with high quality products and services. We value

More information

FACS Community Complaints Guidelines for Ageing and Disability Direct Services

FACS Community Complaints Guidelines for Ageing and Disability Direct Services FACS Community Complaints Guidelines for Ageing and Disability Direct Services Summary: This is designed to guide FACS staff when handling community complaints and is an extension of the FACS Community

More information

Complaints Management Policy

Complaints Management Policy Complaints Management Policy Effective date This policy will take effect from 15 March 2012. This document has an information security classification of PUBLIC. The State of Queensland (Department of Transport

More information

COMPLAINT MANAGEMENT FRAMEWORK

COMPLAINT MANAGEMENT FRAMEWORK COMPLAINT MANAGEMENT FRAMEWORK June 2015 this page is intentionally blank. Complaint Management Framework June 2015 NSW Ombudsman Level 24, 580 George Street Sydney NSW 2000 General enquiries: (02) 9286

More information

Client complaint management policy

Client complaint management policy Client complaint management policy 1. Policy purpose This policy implements section 219A of the Public Service Act 2008 in the Department of Justice and Attorney-General (DJAG). Under this section, Queensland

More information

Dealing with customer complaints and compliments procedure

Dealing with customer complaints and compliments procedure Dealing with customer complaints and compliments procedure Classification: Policy Name: First Issued / Approved: 05/08/08 Last Reviewed: Management Policies & Procedures Dealing with customer complaints

More information

Customer Enquiry, Complaint and Dispute Resolution Policy

Customer Enquiry, Complaint and Dispute Resolution Policy Customer Enquiry, Complaint and Dispute Resolution Policy Definitions and Acronyms 1 Introduction 2 Purpose 2 Customer enquiry process 2 Complaints and dispute resolution procedure 3 Privacy Principles

More information

Customer Enquiry, Complaint and Dispute Resolution Process

Customer Enquiry, Complaint and Dispute Resolution Process Customer Enquiry, Complaint and Dispute Resolution Process Contents 1 Introduction... 3 2 Purpose... 3 3 Customer enquiries... 3 3.1 How to contact WUG?... 4 3.2 Commitment to customers... 5 4 Complaints

More information

Customer enquiry, complaint and dispute resolution process

Customer enquiry, complaint and dispute resolution process Customer enquiry, complaint and dispute resolution process Written by: Mike Sollitto and Shannon Minagall 2012 SA Water Corporation. All rights reserved. Contents 1 Definitions and Acronyms... 3 2 Introduction...

More information

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels:

PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels: Approved by: of Directors Effective Date: May 7, 2013 No. B-22 Issued by: Administration Review Date: May 7, 2013 Department(s) All Version: 2 Archived: Y POLICY: The of Directors recognizes that patient

More information

Victorian Training Guarantee Contract Compliance Complaints Management Guide

Victorian Training Guarantee Contract Compliance Complaints Management Guide Victorian Training Guarantee Contract Compliance Complaints Management Guide Published by the Department of Education and Early Childhood Development Melbourne March 2014 State of Victoria (Department

More information

Client Complaints Management Policy Summary

Client Complaints Management Policy Summary Client Complaints Management Policy Summary Purpose The purpose of this Policy is to: Provide an avenue for client communication and feedback; Recognise, promote and protect the client s rights, including

More information

Customer Complaints Management Policy

Customer Complaints Management Policy GOVERNANCE AND STRATEGY Customer Complaints Management Policy Effective date: 10/12/2014 Version: 2.00 CHC/2013/315 1. Purpose This policy is designed to ensure the Department of Environment and Heritage

More information

Health Care Insurance Ltd Complaints Handling Policy

Health Care Insurance Ltd Complaints Handling Policy Health Care Insurance Ltd Complaints Handling Policy Purpose The purpose of this document is to outline the procedure that Health Care Insurance Ltd (HCI) will adopt in the process of resolving complaints

More information

COMPLAINTS MANAGEMENT POLICY AND PROCEDURES

COMPLAINTS MANAGEMENT POLICY AND PROCEDURES COMPLAINTS MANAGEMENT POLICY AND PROCEDURES CONTENTS 1 POLICY... 3 2 BACKGROUND... 3 2.1 RATIONALE... 3 2.2 RELATED POLICIES AND PROCEDURES... 4 2.3 KEY DEFINITIONS... 5 2.4 PRINCIPLES UNDERLYING THE POLICY...

More information

Effective 1 July 2014 - Version 1. Dispute Resolution Guidelines

Effective 1 July 2014 - Version 1. Dispute Resolution Guidelines Effective 1 July 2014 - Version 1 Dispute Resolution Guidelines CONTENTS 1 ABBREVIATIONS 3 2 RELEVANT LEGISLATION 3 3 DEFINITIONS 4 INTRODUCTION 4 5 POLICY STATEMENT 4 5.1 Privacy 4 5.2 Language 5 5.3

More information

Customer Complaints and Dispute Resolution Process. (Community Wastewater Management System (CWMS))

Customer Complaints and Dispute Resolution Process. (Community Wastewater Management System (CWMS)) Customer Complaints and Dispute Resolution Process (Community Wastewater Management System (CWMS)) 1 Table of Contents Berri Barmera Council... Error! Bookmark not defined. Customer Complaints and Dispute

More information

ASPEN AUSTRALIA BRANCH PRIVACY POLICY

ASPEN AUSTRALIA BRANCH PRIVACY POLICY ASPEN AUSTRALIA BRANCH PRIVACY POLICY INTRODUCTION This policy applies to the operations of Aspen s Australia branch. Aspen is committed to complying with the principles of the Privacy Act 1988 and accordingly

More information

Some tips for making a complaint

Some tips for making a complaint Some tips for making a complaint What to do if you want to make a complaint Some tips for making a complaint 1 Some tips for making a complaint You should make a complaint directly to the agency, providing

More information

WHISTLEBLOWER PROTECTION

WHISTLEBLOWER PROTECTION Category: Governance Classification: Public First Issued: 24/1/06 Review Frequency: 4 years Term of Council Legislation: Whistleblower Protection Act 1993 Relevant Policies: Related Procedures: Signed:

More information

EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES

EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES EFFECTIVE COMPLAINTS MANAGEMENT GUIDE TO DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES DEVELOPING EFFECTIVE COMPLAINTS MANAGEMENT POLICIES AND PROCEDURES Introduction 1 Policies and

More information

Complaint Management and Dispute Resolution Policy- Red Energy

Complaint Management and Dispute Resolution Policy- Red Energy Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff. Ideally,

More information

QAHC Feedback and Conflict Management Policy and Procedures

QAHC Feedback and Conflict Management Policy and Procedures QAHC Feedback and Conflict Management Policy and Procedures Prepared By Erica Waters Consulting June 2000 Revised & Endorsed October 2000 Revised by QAHC September 2007 Policy Statement The Queensland

More information

Dodo Power & Gas Complaint Management Policy

Dodo Power & Gas Complaint Management Policy DODO POWER & GAS PTY LTD Dodo Power & Gas Complaint Management Policy Jurisdiction: All 2013 Policy Reference ref DPG 100-004 Version: 1.2 Author: Status Andrew Mair Draft Publication Date 7/06/2013 Location:

More information

Complaint. Handling. Policy. Guidelines

Complaint. Handling. Policy. Guidelines Complaint Handling Policy Guidelines April 2011 1 Complaints Handling Policy guidelines Contents Introduction 3 Making a Complaint 4 Receiving a Complaint 8 Assessing a Complaint 10 Deciding how to deal

More information

Effective complaint handling

Effective complaint handling This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,

More information

13 May 2013. Mr John Stanton Chief Executive Officer Communications Alliance Limited PO Box 444 MILSONS POINT NSW 1565.

13 May 2013. Mr John Stanton Chief Executive Officer Communications Alliance Limited PO Box 444 MILSONS POINT NSW 1565. 13 Mr John Stanton Chief Executive Officer Communications Alliance Limited PO Box 444 MILSONS POINT NSW 1565 Dear Mr Stanton Review of the Calling Number Display Code (ACIF C522:2007) Thank you for providing

More information

Complaints Standard. for Suppliers. Categorised as Basic (B or F)

Complaints Standard. for Suppliers. Categorised as Basic (B or F) Complaints Standard for Suppliers Categorised as Basic (B or F) (UK version) Contents Introduction 3 Definitions 3 1. Process, Procedures and Controls 5 2. Regulatory Standards 7 3. Employees 7 4. Publicising

More information

INSURANCE BROKERS CODE OF PRACTICE

INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE OVERVIEW 4-5 IMPORTANT BACKGROUND INFORMATION What does the Code do for you? (Code Objectives) How to navigate the Code How up to date

More information

Anti-bullying jurisdiction

Anti-bullying jurisdiction Anti-bullying jurisdiction Summary of the case management model For implementation from 1 January 2014 1 Overview 1.1 Purpose 1. This paper summarises the procedures and associated functions to be adopted

More information

Berkshire West Clinical Commissioning Groups

Berkshire West Clinical Commissioning Groups Berkshire West Clinical Commissioning Groups Corporate Policy 1 (CP1) CCG Policy for the Handling of Complaints Version: 1 Ratified by: Date ratified: April 2013 Name of originator/author: Name of responsible

More information

University of the Arts London. Complaints Procedures. Introduction

University of the Arts London. Complaints Procedures. Introduction University of the Arts London Complaints Procedures Introduction 1. The University has clear procedures for dealing with student complaints which form part of its quality assurance system and reflect current

More information

Project Management Unit Rural Livelihood and Community Infrastructure Project (RLCIP)

Project Management Unit Rural Livelihood and Community Infrastructure Project (RLCIP) Project Management Unit Rural Livelihood and Community Infrastructure Project (RLCIP) GRIEVANCE REDRESS POLICY Dated 19 th, December 2012 1. The Grievance Redress Mechanism of a project is an institutional

More information

Crampton Credit Reporting Policy

Crampton Credit Reporting Policy Crampton Credit Reporting Policy Crampton Automotive Pty Ltd (ACN 057 283 253), trading as Toowoomba Holden and its related bodies corporate (Crampton) is committed to protecting the privacy of individuals

More information

QUEENSLAND COUNTRY HEALTH FUND. privacy policy. Queensland Country Health Fund Ltd ABN 18 085 048 237. better health cover shouldn t hurt

QUEENSLAND COUNTRY HEALTH FUND. privacy policy. Queensland Country Health Fund Ltd ABN 18 085 048 237. better health cover shouldn t hurt QUEENSLAND COUNTRY HEALTH FUND privacy policy Queensland Country Health Fund Ltd ABN 18 085 048 237 better health cover shouldn t hurt 1 2 contents 1. Introduction 4 2. National Privacy Principles 5 3.

More information

BUCKINGHAMSHIRE COUNTY COUNCIL SCHOOLS GRIEVANCE POLICY AND PROCEDURE

BUCKINGHAMSHIRE COUNTY COUNCIL SCHOOLS GRIEVANCE POLICY AND PROCEDURE BUCKINGHAMSHIRE COUNTY COUNCIL SCHOOLS GRIEVANCE POLICY AND PROCEDURE Version 2 Page 1 of 16 Revised June 2012 BUCKINGHAMSHIRE COUNTY COUNCIL GRIEVANCE POLICY AND PROCEDURE FOR SCHOOLS 1. Introduction

More information

Dispute Resolution/Complaints Handling Policy

Dispute Resolution/Complaints Handling Policy Dispute Resolution/Complaints Handling Policy Date of Authorisation 30.03.2016 Authorised by Board Chair Review Date Annually Next Review Date 30.03.2017 Policy Owner Islamic College of Brisbane Board

More information

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy

Devon County Council. Children & Young Peoples Services Directorate. Complaints & Representations Policy Devon County Council Children & Young Peoples Services Directorate Complaints & Representations Policy Created April 2008-amended Sept 2009 1 Index 1. Introduction 2. Legislative Background and National

More information

It s about good service. Tips for Toronto Public Service. Complaint Handling Guide

It s about good service. Tips for Toronto Public Service. Complaint Handling Guide It s about good service Tips for Toronto Public Service Foreword This guide is intended to assist the Toronto Public Service and its Agencies, Boards and Commissions in developing and/or improving their

More information

CERM2513.46 NEGOTIATING FRAMEWORK NEGOTIATED DISTRIBUTION SERVICES. 1 July 2015

CERM2513.46 NEGOTIATING FRAMEWORK NEGOTIATED DISTRIBUTION SERVICES. 1 July 2015 CERM2513.46 NEGOTIATING FRAMEWORK NEGOTIATED DISTRIBUTION SERVICES 1 July 2015 Contents 1. National Electricity Rules... 3 2. Negotiated Distribution Services... 3 3. Application of this Negotiating Framework...

More information

WHISTLEBLOWER POLICY 4.7

WHISTLEBLOWER POLICY 4.7 WHISTLEBLOWER POLICY 4.7 Policy Number and Name: Classification 4.7 Whistleblower Policy Public - Council Policy Adopted: April 2011 Frequency of Review: Annual Last Review: GSES Committee 5 April 2011,

More information

Credit Guide. Fax: 0731940889 Email Address ruan@timehl.com.au Mobile: 0477-030-456

Credit Guide. Fax: 0731940889 Email Address ruan@timehl.com.au Mobile: 0477-030-456 Credit Guide This Credit Guide provides you with the key information that you need to know to make an informed and confident choice when engaging our products and services. This Credit Guide summarises

More information

Consultation Paper: Standards for Effectively Managing Mental Health Complaints

Consultation Paper: Standards for Effectively Managing Mental Health Complaints What is the purpose of this paper? The purpose of this paper is to encourage discussion and feedback from people who access, or work in, Western Australia s mental health sector. The paper proposes a draft

More information

The Superannuation Clearing House Online Product Disclosure Statement

The Superannuation Clearing House Online Product Disclosure Statement Product Disclosure Statement Date prepared: 8 October 2012 Issued by: Pacific Custodians Pty Limited, ABN 66 009 682 866 Australian Financial Services Licence No. 295142 Operated by: The Superannuation

More information

ABI Response to FCA Consultation Paper: Improving Complaints Handling (CP14/30)

ABI Response to FCA Consultation Paper: Improving Complaints Handling (CP14/30) ABI Response to FCA Consultation Paper: Improving Complaints Handling (CP14/30) The ABI is the voice of insurance, representing the general insurance, protection, investment and long-term savings industry.

More information

Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure

Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Clydebank Housing Association Ltd. Factoring Complaints Handling Procedure Management Committee submission: 27 November 2012 Approved: 27 November 2012 Review date: November 2015 This policy can be made

More information

Fairness at Work (Grievance Policy & Procedure)

Fairness at Work (Grievance Policy & Procedure) Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Operations Head of HR Operations

More information

ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE

ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE CREDIT GUIDE & QUOTE ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE ABN: 68 686 536 129 Address: 10 Lancaster Road, Wangara WA 6065 Australian Credit Licence No:

More information

Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13

Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Customer Services (Enquiries/Concerns/Complaints) Framework 2012/13 Version: One Responsible Committee: The Audit & Governance Group Date approved: Name of author: JANET SMART Name of responsible director/

More information

Policies and procedures. for students who are eligible to receive VET FEE-HELP

Policies and procedures. for students who are eligible to receive VET FEE-HELP Policies and procedures for students who are eligible to receive VET FEE-HELP Policies and procedures for students who are eligible to receive VET FEE-HELP Important information for students undertaking

More information

THE CANADIAN LIFE AND HEALTH INSURANCE OMBUDSERVICE

THE CANADIAN LIFE AND HEALTH INSURANCE OMBUDSERVICE THE CANADIAN LIFE AND HEALTH INSURANCE OMBUDSERVICE Terms of Reference The Canadian Life and Health OmbudService ( CLHIO ) is an independent organization that deals with Consumer Complaints about life

More information

GENERAL INSURANCE CODE OF PRACTICE. Level 3, 56 Pitt Street, Sydney NSW 2000 t 02 9253 5100 f 02 9253 5111 www.insurancecouncil.com.

GENERAL INSURANCE CODE OF PRACTICE. Level 3, 56 Pitt Street, Sydney NSW 2000 t 02 9253 5100 f 02 9253 5111 www.insurancecouncil.com. GENERAL INSURANCE CODE OF PRACTICE Level 3, 56 Pitt Street, Sydney NSW 2000 t 02 9253 5100 f 02 9253 5111 www.insurancecouncil.com.au FOREWORD The current Code of Practice was last revised in February

More information

Complaints, Comments & Compliments Policy

Complaints, Comments & Compliments Policy Complaints, Comments & Compliments Policy 1. INTRODUCTION We welcome our customers views and will use them to improve our services. The purpose of this policy is to provide a framework for dealing with

More information

NHS England Complaints Policy

NHS England Complaints Policy NHS England Complaints Policy 1 2 NHS England Complaints Policy NHS England Policy and Corporate Procedures Version number: 1.1 First published: September 2014 Prepared by: Kerry Thompson, Senior Customer

More information

INSURANCE BROKERS CODE OF PRACTICE

INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE BUILDING PROFESSIONAL COMPETENCE AND CONSUMER CONFIDENCE The insurance broking profession is about helping you to navigate the unavoidable complexities of insurance products

More information

Customer Feedback Management

Customer Feedback Management Government of Western Australia Department of the Attorney General Customer Feedback Management Policy Statement Purpose 1. Provide the guiding philosophy and commitment of the Department to the principles

More information

Third Party Complaint Process for Breaches to the adidas Group Workplace Standards or Violations of International Human Rights Norms 1

Third Party Complaint Process for Breaches to the adidas Group Workplace Standards or Violations of International Human Rights Norms 1 Third Party Complaint Process for Breaches to the adidas Group Workplace Standards or Violations of International Human Rights Norms 1 The adidas Group is committed to operating as a sustainable business

More information

Motor Vehicle Insurance. and. Repair Industry. Code of Conduct

Motor Vehicle Insurance. and. Repair Industry. Code of Conduct . Motor Vehicle Insurance and Repair Industry Code of Conduct Revised March 2011 MOTOR VEHICLE INSURANCE AND REPAIR INDUSTRY CODE OF CONDUCT 1 TABLE OF CONTENTS PREAMBLE... 3 1. PRINCIPLES OF THE CODE...

More information

WHISTLE BLOWING POLICY

WHISTLE BLOWING POLICY POLICY DOCUMENT NUMBER 19 WHISTLE BLOWING POLICY POLICY NUMBER VERSION DATE APPROVER/EXO MEMBER SIGNATURE OF APPROVER 1.0 5 Aug 2013 Nick Vlok TABLE OF CONTENTS PAGE 1. PURPOSE OF THE POLICY 3 2. SCOPE

More information

How to. resolve a dispute

How to. resolve a dispute How to resolve a dispute We are independent so we do not take sides. We understand all aspects of a dispute and resolve it fairly and efficiently. Who are we? The Financial Ombudsman Service (FOS) Australia

More information

CREDIT REPAIR AUSTRALIA Pty Ltd ( CRA ) A.C.N 103 959 502 CODE OF CONDUCT IN RELATION TO CREDIT RESTORATION SERVICES

CREDIT REPAIR AUSTRALIA Pty Ltd ( CRA ) A.C.N 103 959 502 CODE OF CONDUCT IN RELATION TO CREDIT RESTORATION SERVICES CREDIT REPAIR AUSTRALIA Pty Ltd ( CRA ) A.C.N 103 959 502 CODE OF CONDUCT IN RELATION TO CREDIT RESTORATION SERVICES 1. SHORT TITLE 1. Short title. 2. Background & Purposes. 3. Definitions. 4. Prohibited

More information

COMPLAINTS POLICY AND PROCEDURE TWC7

COMPLAINTS POLICY AND PROCEDURE TWC7 COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review

More information

Procurement guidance Complaints management

Procurement guidance Complaints management Procurement guidance Complaints management Procurement guidance: Complaints management Page 2 of 6 Table of contents Table of contents... 2 Purpose... 3 Context... 3 Preventing complaints... 3 Managing

More information

Complaints Policy. Complaints Policy. Page 1

Complaints Policy. Complaints Policy. Page 1 Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next

More information

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints

Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance

More information

Banking & Finance Terms of Reference

Banking & Finance Terms of Reference Banking & Finance Terms of Reference These Terms of Reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Banking & Finance Terms of Reference

More information

Injury Prevention, Rehabilitation, and Compensation (Code of ACC Claimants Rights) Notice 2002

Injury Prevention, Rehabilitation, and Compensation (Code of ACC Claimants Rights) Notice 2002 2002/390 Rights) Notice 2002 Pursuant to section 44 of the Compensation Act 2001, the Minister for ACC gives the following notice. Contents 1 Title Schedule 2 Code of ACC Claimants Rights Code of ACC Claimants

More information

Addressing parents concerns and complaints effectively: policy and guides. Office for Government School Education

Addressing parents concerns and complaints effectively: policy and guides. Office for Government School Education Addressing parents concerns and complaints effectively: policy and guides Office for Government School Education Published by the Group Coordination Division, Office for Government School Education, Department

More information

Guidance on a Model Complaints Handling Procedure

Guidance on a Model Complaints Handling Procedure Guidance on a Model Complaints Handling Procedure Scottish Public Services Ombudsman This document is available on request in other languages and formats (such as large print or Braille). SPSO Guidance

More information

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15

Contents. Appendices. 1. Complaints Relating to Commissioned Services Page 15 COMPLAINTS POLICY 1 Contents 1. Introduction Page 3 2. Purpose Page 3 3. Principles Page 4 4. Scope Page 4 5. Exclusions Page 5 6. Responsibilities Page 5 7. Complaints Management Process: Local Resolution

More information

Draft General Manager Performance Review

Draft General Manager Performance Review Draft General Manager Performance Review General Manager Performance Review Policy title Policy owner Prepared by Approved by Date approved Commencement Date General Manager Performance Review Director

More information

April 2011 Division: All

April 2011 Division: All POLICY Title: Complaints Policy Applies Jurisdiction: ALL England Scotland Ireland Poland Netherlands Effective from: April 2011 Division: All Policy Statement This policy describes how complaints and

More information

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints

COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY. Compliments, Concerns and Complaints COMPLIMENTS, CONCERNS AND COMPLAINTS POLICY Document information Document type: Document reference: Document title: Policy Compliments, Concerns and Complaints Policy Document operational date: 1 st February

More information

SHRIRAM GENERAL INSURANCE COMPANY LIMITED GRIEVANCE REDRESSAL POLICY

SHRIRAM GENERAL INSURANCE COMPANY LIMITED GRIEVANCE REDRESSAL POLICY SHRIRAM GENERAL INSURANCE COMPANY LIMITED GRIEVANCE REDRESSAL POLICY Insurance business is people centric in character. One is dealing with people who are our policyholders, claimants. Therefore, a great

More information

Grievance Management Guidance Note

Grievance Management Guidance Note May 2012 1 Grievance Management Guidance Note 1 EBRD S REQUIREMENTS 1.1 PERFORMANCE REQUIREMENT (PR) 10 INFORMATION DISCLOSURE AND STAKEHOLDER ENGAGEMENT Key Bank requirements relating to grievance management

More information

Align Technology. Data Protection Binding Corporate Rules Processor Policy. 2014 Align Technology, Inc. All rights reserved.

Align Technology. Data Protection Binding Corporate Rules Processor Policy. 2014 Align Technology, Inc. All rights reserved. Align Technology Data Protection Binding Corporate Rules Processor Policy Confidential Contents INTRODUCTION TO THIS POLICY 3 PART I: BACKGROUND AND ACTIONS 4 PART II: PROCESSOR OBLIGATIONS 6 PART III:

More information

Policies, Procedures, Guidelines and Protocols

Policies, Procedures, Guidelines and Protocols Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure

More information

Credit Information Management Policy Australia

Credit Information Management Policy Australia Credit Information Management Policy Australia 1. About this policy We respect your privacy. We are committed to protecting the personal information we collect from you in accordance with Australian law.

More information

Standard Complaints and Dispute Resolution Procedure

Standard Complaints and Dispute Resolution Procedure Standard Complaints and Dispute Resolution Procedure Introduction QEnergy has a customer focussed approach to its business and is committed to effective and efficient resolution of customer complaints

More information

General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia

General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia Communications and Multimedia Consumer Forum of Malaysia (CfM) October 2003 TABLE OF CONTENTS Page PART 1 INTRODUCTION

More information

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0

Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0 Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...

More information

Credit Guide. Fax: (03) 9276 8000 (03) 8621 0032 Email Address. 294 Bay Road Cheltenham VIC 3192

Credit Guide. Fax: (03) 9276 8000 (03) 8621 0032 Email Address. 294 Bay Road Cheltenham VIC 3192 This Credit Guide provides you with the key information that you need to know to make an informed and confident choice when engaging our products and services. This Credit Guide summarises our goals and

More information

Mutual & Federal Insurance Company Limited

Mutual & Federal Insurance Company Limited L Mutual & Federal Insurance Company Limited Complaints Management Policy An Internal Process for the Resolution of Complaints AN INTERNAL PROCESS FOR THE RESOLUTION OF COMPLAINTS We at Mutual & Federal

More information

Compliments and Complaints Policy and Procedure. September 2014

Compliments and Complaints Policy and Procedure. September 2014 Compliments and Complaints Policy and Procedure September 2014 The current version of all policies can be accessed at the NHS Sheffield CCG Intranet site http://www.intranet.sheffieldccg.nhs.uk/ VERSION

More information

How to Raise a Complaint Introduction

How to Raise a Complaint Introduction London School of Economics and Political Science Student Complaint Procedure Section One How to Raise a Complaint Introduction 1. This Student Complaint Procedure ( this Procedure ) sets out how the London

More information

NHS CHOICES COMPLAINTS POLICY

NHS CHOICES COMPLAINTS POLICY NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...

More information

Quality Management System

Quality Management System Quality Management System Last Reviewed June 2014 Next Review June 2015 Table of Contents TABLE OF CONTENTS 2 MISSION STATEMENT 5 QUALITY MANAGEMENT SYSTEM 6 MANAGEMENT RESPONSIBILITY 7 ORGANISATIONAL

More information

Financial Planning 1 July 2014

Financial Planning 1 July 2014 Financial Planning 1 July 2014 Privacy Statement Equip Financial Planning 1800 065 753 www.equipsuper.com.au Privacy Statement Equip Financial Planning provides financial advice to clients and holds personal,

More information

Grievance Redressal Policy

Grievance Redressal Policy Policy defined with respect to a mechanism to address customer grievance; to be read in conjunction with Compensation Policy IDBI Federal Life Insurance Co Ltd Customer Service and Complaints Contents

More information

Guidelines for processing requests for access to documents/information or amendment of records under the FOI Act

Guidelines for processing requests for access to documents/information or amendment of records under the FOI Act RTA Guidelines: PN 069G for (Policy Number PN 069) Guidelines for processing requests for access to documents/information or amendment of records under the FOI Act 1. Purpose These guidelines are issued

More information

Your Guide to the HSE s Comments and Complaints Policy

Your Guide to the HSE s Comments and Complaints Policy your service your say your service your service your say your say HSE Complaints Policy and Procedures Manual Your Guide to the HSE s Comments and Complaints Policy Your Guide to the HSE s Comments and

More information

Claims for Compensation. PTO Approach 2. Claims the PTO may consider. Claims the PTO will not consider DECEMBER 2013

Claims for Compensation. PTO Approach 2. Claims the PTO may consider. Claims the PTO will not consider DECEMBER 2013 Claims for Compensation PTO Approach 2 DECEMBER 2013 The approach the PTO takes to investigate and resolve complaints where a consumer claims financial compensation as a result of the act or omission of

More information

INFORMATION FOR INJURED WORKERS

INFORMATION FOR INJURED WORKERS INFORMATION FOR INJURED WORKERS This booklet explains what you, as an injured worker, can expect if you have a workers compensation dispute. It helps you understand how we manage disputes and explains

More information

Customer Services/Governance. Governance and Leadership. RELATED POLICIES: Complaints Policy Internal Review of Council Decisions Policy

Customer Services/Governance. Governance and Leadership. RELATED POLICIES: Complaints Policy Internal Review of Council Decisions Policy TITLE: Request for Service Policy REFERENCE NUMBER: 13/119548 RESPONSIBLE DEPARTMENT: Customer Services/Governance APPLICABLE LEGISLATION: Local Government Act 1999 STRATEGIC PLAN: Governance and Leadership

More information

Guidance for Employers and Code of Practice

Guidance for Employers and Code of Practice WHISTLEBLOWING Guidance for Employers and Code of Practice MARCH 2015 Contents What is whistleblowing?... 3 What are an employer s responsibilities in regards to whistleblowing?... 3 Recognising workers

More information

Code of Practice for Access to Council Meetings and Documents

Code of Practice for Access to Council Meetings and Documents Code of Practice for Access to Council Meetings and Documents Policy Type: Responsible Department: Responsible Officer: Related Policies and Procedures Council Policy Office of the Chief Executive Officer

More information

GOOD PRACTICE GUIDE. Victorian Ombudsman s Guide to complaint handling for Victorian Public Sector Agencies

GOOD PRACTICE GUIDE. Victorian Ombudsman s Guide to complaint handling for Victorian Public Sector Agencies GOOD PRACTICE GUIDE Victorian Ombudsman s Guide to complaint handling for Victorian Public Sector Agencies November 2007 1. FOREWORD This guide is designed to assist Victorian public sector agencies in

More information