These are the methods we adhere to:
Key Principles of Good Complaint Handling
We have to be seen to be:
- Accessible
- Fair
- Flexible
- Confidential
- Clear
- Timely
- Give suitable Integration and Feedback
Recommended Procedure
- Acknowledge and intimate when complaint will be heard.
- Grounds of complaint to be discussed at the next scheduled meeting.
- Complaint should be discussed in public and an appropriate course of action agreed upon.
- Letter issued to complainant with detail of right to refer onwards to Council if dissatisfied.
Key Principles of Responding to Complaints
- Be aware of the procedure
- Attempt to resolve at first point of contact
- Speed of response to complaint and informing complainant of what is happening are important
- Look into the entire issue
- Give apology if necessary
- Decide on actions concerning issues which have to be resolved
- Notify about right of appeal