Complaints and feedback procedures

Takeaways

• We realise that sometimes, despite our best efforts, people may not be happy with the way we have performed a service.
• The procedures provide a framework for the management of compliments and complaints and key measures to assess our success.
• The complaints and feedback procedures aim to:
  • ensure the public's right to comment is protected and promoted
  • inform communities of the external and internal procedures for handling complaints and compliments
  • ensure that feedback received is handled in an appropriate, effective and systematic way allowing corrective actions to be put in place where necessary
  • increase the level of community satisfaction with our services and contribute to increased job satisfaction of employees.