Issue - meetings
Review of the Corporate Complaints Policy
Meeting: 11/03/2021 - Corporate Resources Overview & Scrutiny Committee (Item 71)
71 Review of the Corporate Complaints Policy 
PDF 105 KB
Additional documents:
- Enc. 1 - Statement of Principles, item 71
PDF 1 MB
- Enc. 2 - Concerns and Complaints Policy, item 71
PDF 1 MB
- Enc. 3 - Managing Customer Contact Policy, item 71
PDF 1 MB
- Webcast for Review of the Corporate Complaints Policy
Decision:
That the Committee:
(a) Supports the implementation of the Concerns and Complaints Policy from 1 April 2021;
(b) Supports the implementation of the Managing Customer Contact Policy from 1 April 2021;
(c) Notes the performance timetable as outlined in paragraph 1.15 of the report; and
(d) Receives reports on a half-yearly rather than annual basis as indicated in the report.
Minutes:
The Chief Officer (Governance) introduced the report on the new Concerns and Corporate Complaints Policy for the Council, which was based on a model complaints handling procedure for public service providers in Wales.
The Customer Contact Service Manager explained that changes to the Complaints Policy made greater use of trends with a reporting timetable established to share performance data and identify changes to improve service delivery. A new Managing Customer Contact Policy was also shared to provide clear guidance on managing unacceptable behaviour from customers to protect the workforce. Both policies were to be implemented and published from 1 April 2021.
Councillor Mullin welcomed the policies which would provide clear guidance to customers and protection for employees.
On the performance timetable, Councillor Richard Jones proposed that the report be received by the Committee half-yearly - in line with that of Cabinet and Audit Committee - rather than annually. As requested, the model guidance would be shared with the Committee following the meeting.
In response to a question from the Chairman, the officers provided clarification on the process for dealing with a complaint where an officer fails to respond to an enquiry.
Councillor Jones’ proposal was seconded by Councillor Haydn Bateman.
RESOLVED:
That the Committee:
(a) Supports the implementation of the Concerns and Complaints Policy from 1 April 2021;
(b) Supports the implementation of the Managing Customer Contact Policy from 1 April 2021;
(c) Notes the performance timetable as outlined in paragraph 1.15 of the report; and
(d) Receives reports on a half-yearly rather than annual basis as indicated in the report.