Provide Corporate Feedback

The views of our residents, service users and customers are important to us. 

Breckland Council is committed to high standards of customer care, service delivery and performance. If we do well, it is always good to know this, but if we fail to do this we want to know about it so that we can deal with the specific problem, take steps to avoid it happening again and improve our services.

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Introduction

The views of our residents, service users and customers are important to us.

Objectives

This procedure aims to:

What is the difference between a compliment, complaint or feedback?

It is important to understand the difference between a compliment, a complaint and feedback as this may affect the way it is handled and what you can expect from this process.

Complaints about Councillors

Under the Localism Act 2011 the Council has adopted arrangements for dealing with allegations of failure to comply with the Code of Conduct by district, town or parish councillors.

How do I make a complaint, compliment or provide feedback?

You can make your compliment, complaint or feedback in the way that is most convenient to you.

Anonymous Complaints

Anonymous complaints will be recorded and considered.

Rights

This Corporate Compliments, Complaints & Feedback Procedure does not affect the right of an individual or organisation to approach a local councillor or Member of Parliament for advice or assistance.

Delays

It becomes increasingly difficult to ensure a fair investigation after a period of time has lapsed since the original incident occurred.

Complaints against Staff

If you are making a complaint about a Council employee and if action or behaviour is found valid then the issue will be referred to the appropriate Director and will be dealt with under the Corporate Human Resource Policy/Procedure.

Management of unreasonable complaint behaviour

Unfortunately, there are a small number of complainants who pursue their complaints in ways that are unreasonable and/or who take up an unwarranted amount of Council resources.

How will the Council deal with my complaint?

All complaints will be treated fairly and given equal importance.

Last updated: 08/01/2018 15:57:33