Decision:
It was RESOLVED:-
1.1 The revised Joint Compliments, Comments and Complaints Policy be agreed.
1.2 Withdraw the need for customers who wish to complain to the Ombudsman having to request a stage 2 complaint, once the phased approach has been delivered.
1.3 That In consultation with the Council Leader and Cabinet member, minor amendments to the policy be delegated to the Senior Leadership Team.
Reason for Decision: To improve the Joint Corporate Comments, Compliments and Complaints Policy so that the customer is at the heart of the process with complaints being dealt with effectively leading to more customers being satisfied at all stages of the process for the investigation of their complaints.
Alternative Options Considered and Rejected: To retain the existing policy.
Any Declarations of Interest declared: None
Any Dispensation Granted: None
Minutes:
Councillor Davis, the Cabinet Member for Organisational Delivery, introduced report BCa/18/24 and moved the recommendation which was seconded by Councillor Barrett.
Councillor Davis explained that an amended report had been circulated and updated Members on the amendments which Mid Suffolk Cabinet had made which were:
· Recommendation 1.7 had been amended to include the words “in accordance with paragraph 11.7 of the policy”.
· Paragraph 11.7 of the Policy had been amended to read “The requirement for additional information to be supplied would be introduced as part of a phased approach, that included training for all complaint responders and evidence being seen that the training has resulted in fewer complaints made and fewer progressing to a stage 2 investigation”.
· The policy contained a number of exclusions at paragraph 9.3, page 61 of the report, and these would be expanded in order for complainants to be aware that the complaints process could not be used to complain about formal decisions taken by committee, or those delegated to officers, but it could be used to complain about the process in reaching the decisions. The process could also be used if a contractor or the Council failed to meet the standard set in addition to any complaint made directly to the contractor.
· That the policy be reviewed in six months, following training, assessing whether a reduction in the number of complaints had been achieved as well as identifying any impact of training on the numbers and types of complaint received. This would be in advance of any decision to bring the revised Policy into force.
· That a report on “lessons learnt” be brought to a future meeting. This report would also try to capture process changes which Members identified as part of their Ward role in helping to resolve issues or informal complaints.
· That separate hard copy forms be made available for making a comment, compliment or complaint, alongside the online version. Also that the comments form be amended to clarify that it could be used to comment on the Council or on behaviours.
· That guidance was currently being prepared on how to deal with vexatious and persistent complainers to support the policy and as such would form part of Member development and induction training.
It was felt it was a good thing that the introduction of the Policy would be on a phased basis and it was key to keep the flexibility. The Cabinet Member for Organisational Delivery explained the whole point was to make the process easier as most complaints should be dealt with at the first stage.
It was questioned whether any compliments were received, and the Cabinet Member for Organisational Delivery felt this message should be publicised as many Officers did a great job. This would also include any compliments Members receive. The Corporate Manager for Business Improvement agreed that Officers were not good at recording compliments and as such it would be part of the training, to encourage to send these forward.
By a unanimous vote:
It was RESOLVED:-
(1) The revised Joint Compliments, Comments and Complaints Policy be agreed.
(1) Withdraw the need for customers who wish to complain to the Ombudsman having to request a stage 2 complaint, once the phased approach has been delivered.
(2) That in consultation with the Council Leader and Cabinet member, minor amendments to the policy be delegated to the Senior Leadership Team.
Reason for Decision: To improve the Joint Corporate Comments, Compliments and Complaints Policy so that the customer is at the heart of the process with complaints being dealt with effectively leading to more customers being satisfied at all stages of the process for the investigation of their complaints.
Supporting documents: