What can be complained about
Effective complaint handling enables customers to be heard and understood. The starting point for this is a shared understanding of what constitutes a complaint.
A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Authority, its own staff, or those acting on its behalf, affecting a resident or group of residents and which requires a response. It may relate to one or more of the following:
- quality of the service
- delay in service
- non provision of service
- refusal to provide a service
- communications related to the provision of a service, and
- manner and attitude of staff engaged in the delivery of a service.
However, this is not an exhaustive list, and the Customer First Office can provide guidance. (See Appendix 2).