CASTLE MORPETH BOROUGH COUNCIL
FREEDOM OF INFORMATION ACT 2000
ENVIRONMENTAL INFORMATION REGULATIONS 2004
DATA PROTECTION ACT 1998
col ectively known as “Access to Information” Policies
ACCESS TO INFORMATION COMPLAINTS PROCEDURE
Introduction
The Council has introduced this complaints procedure as part of its overal
programme of customer care to cover complaints in relation to the access to
information legislation above. It is hoped that most complaints wil be dealt with
informal y to the satisfaction of the complainant. If this is not possible the
procedure below sets out how the complaint wil be investigated. The procedure
does not prejudice the right of a complainant to refer the complaint to the
Information Commissioner.
The complaints procedure is compliant with the Codes of Practice issued
pursuant to section 45 of the Freedom Of Information Act 2000 and regulation 16
of the Environmental Information Regulations 2004.
Monitoring of complaints
The Monitoring Of icer wil record the number and type of complaints received
including information about response times. He or she wil take a report to the
Corporate Management Team every three months and a report to the Scrutiny
Commit ee every six months. These monitoring reports wil be used to amend
procedures if necessary. The target times for dealing with complaints shal be
published on the Council’s website.
The Aim of the Council
The members and staf of Castle Morpeth Borough Council wish to provide a
high level of service to people in relation to their requests for information under
the Act. Sorting out any complaints, which arise, is part of that service too.
The Complaints Procedure is seen as a very important part of the Council's
continuous improvement programme.
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Definition of a Complaint
Anyone who has made a request for information under the any of the above
“access to information” legislation can appeal or complain to the Council.
This may be about
handling procedures
general right of access
exemption or exception decision.
Anyone who perceives that the Council is not complying with the operation of it’s
Publication Scheme can complain to the Council.
How a complaint should be made
If you are not satisfied about how the Council operates under the any of the
above access to information legislation you should write (or email) to the
Council’s Monitoring Of icer detailing your complaint giving as much detail as
possible.
The Monitoring Of icer wil acknowledge receipt of your complaint within 5
working days and inform you of the likely date for determining the complaint. He
or she wil keep you informed of his or her progress and aim to give you a ful
response as soon as possible and in most cases within 20 working days.
Information Commissioner
If you are dissatisfied with the Monitoring Of icer’s decision you wil be advised of
your right to appeal to the Information Commissioner.
Contact Details
Monitoring Of icer
Information Commissioner
Castle Morpeth Borough Council
Wyclif e House
Longhirst Hal
Water Lane
Longhirst
Wilmslow
Morpeth
Cheshire
Northumberland
SK9 5AF
NE61 3LR
Telephone First Cal : 01670 535000 Telephone: 01625 545700
Telephone Monitoring Of icer: 01670 794750 Fax: 01625 524510
Fax: 01670 794764 Website:
www.informationcommissioner.gov.uk
Email: sal [email address]
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Request for information
Inform applicant of rights of appeal
Complaint
Acknowledge and give likely date for
determination
On:
Handling procedures
Operation of publication scheme
General right of access
Exemption or Exception decision
Council’s complaint procedure
No further action by the applicant
Appeal to Information
Commissioner
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