FLOW CHART
CUSTOMER
Complaint
Service
COMMENTS
Officer/
Manager
C
Response
U
Not satisfied
Divisional Head
S
or Chief Officer
Response
T
·
Complaints
Chief Executive
Still not satisfied
O
(in consultation
with relevant
Cabinet and
·
Compliments
Local
M
Response
Members)
·
Queries
E
·
Suggestions
R
Still not satisfied
Local
Government
Ombudsman
Response
How to Contact Us
Complete a 'Helping You to let us know what you think' form available
from Council offices or telephone us on 01773 570222, or email us at
Customer Comments Procedure (customer copy)
[email address]
or visit our website at:
.uk,
www.ambervalley.gov.uk.
Version One, March 2002
Customer Comments Procedure (Customer Copy)
Customer Comments Procedure Overview
!
Complaints and other comments are regularly received across the
authority in a variety of ways. A Customer Comments Procedure
ensures a consistent approach in dealing with them.
1. What is a Customer Comments Procedure?
3. What are the aims and objectives of the Customer Comments
A Customer Comments Procedure is a systematic method used by
procedure?
organisations for receiving, recording and responding to comments and
complaints made by their customers. For the purposes of this system,
The aims of the Customer Comments Procedure are to ensure that:
Customers are our external customers. Separate arrangements exist for
internal issues. Customer Comments procedures also ensure that the
!
Customer comments are dealt with promptly, efficiently, courteously
valuable management information which is generated from customer
and systematically
feedback is used in a positive way to improve the effectiveness of our
!
Customer comments are treated confidentially and fairly
organisation.
!
Customers are kept informed of the progress and outcome of their
comments
The Council has used this definition of a `customer comment`
!
Customer comments are recorded and monitored periodically with the
aim of improving services
“Any information received from a customer which a division would find
useful in assessing the performance and standard of its services or
4. What can you expect from our Customer Comments System?
identifying areas for improvement.”
That we:
A customer comment could be a:
!
Value Your Comments
Complaint
Any expression of dissatisfaction about a service
!
Record them effectively
Compliment
An expression of praise about a service received
!
Acknowledge within 5 working days if a full response cannot be sent
Query
A question other than an ordinary request for service
!
Respond within 10 working days
Suggestion
An idea for improving what the Council does
If you remain dissatisfied with the response given then your comment will
2. Why do we need a Customer Comments Procedure?
be referred to a more senior officer, who will respond within the Comments
Procedure timescales as above.
A Customer Comments Procedure provides the Council with a number of
opportunities:
At any time you may refer your comment to the Local Government
Ombudsman. However, the Council will normally be afforded the
opportunity to resolve the complaint locally before the Ombudsman
!
By providing a way for customers to express their satisfaction or
dissatisfaction with services, policies and decisions of the Council,
investigates. This means that in most cases the Customer Comments
and by suggesting areas for improvement, customers are able to have
Procedure will precede any detailed involvement with the Local
increased participation in local government
Government Ombudsman. The address and telephone number is as
follows:
!
Valuable management information can be gained from customer
feedback regarding the effectiveness of services provided, policies
implemented and decisions taken
Local Government Ombudsman
Beverly House,
!
Improved communication between the Council and the people it
serves
17 Shipton Road
York, YO3 6FZ
!
By actively encouraging the customer to comment, the Customer
Comments Procedure supports the image of a local authority that is
prepared to listen and which has respect for the wants and needs of its
Telephone (01904) 663200
public
Document Outline
