Complaints Leaflet

Stuart Hardwicke CARRUTHERS made this Freedom of Information request to South Norfolk District Council

The request was partially successful.

From: Stuart Hardwicke CARRUTHERS

25 March 2009

Dear Sir or Madam,

Please could I have a copy of the Council's complaint leaflet
identifying how it deals with complaints. NB this is not the web
link, as the Advertising Standards Authority are unable to deal
with false advertising on the Council's web site.

if you don't have a current complaints leaflet identifying your
procedures and service standards in paper or pdf format please
state if this is the case.

Yours faithfully,

Stuart Hardwicke CARRUTHERS

Link to this

From: Right2Know
South Norfolk District Council

26 March 2009

Dear Mr Carruthers

Thank you for your request which is being considered. You may be aware that we have 20 working days in which to respond to FOI requests and you will therefore hear from me again by 27 April 2009 or earlier if possible.

For your information, the Act defines a number of exemptions, which may prevent release of the information you have requested. There will be an assessment and if any of the exemption categories apply then some or all of the information may not be released. You will be informed if this is the case, including your rights of appeal.

There may be a fee payable for ‘reasonable disbursement’ costs such as postage and photocopying. This will be considered and you will be informed if a fee is payable. In this event the fee must be paid before the information is processed and released. The 20 working day time limit for responses is suspended until receipt of the payment.

If you have any queries or concerns then please let me know. If you do contact us again concerning this request, please quote FOI 09-82.

Joanna Kitchener
Scrutiny and Information Rights Officer
South Norfolk Council
Long Stratton, Norwich
NR15 2XE
01508 533602
www.south-norfolk.gov.uk

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From: Right2Know
South Norfolk District Council

26 March 2009

Dear Mr Carruthers

I can advise you we do have a paper copy of our customer feedback scheme, which customers can use for complaints, compliments and suggestions. I would be pleased to put a paper copy in the post to you today, or alternatively I am happy to scan the leaflet and email it to you.

Please let me know which option you would prefer, and if you would like it posted, please let me have your full postal address.

I look forward to hearing from you.

Joanna Kitchener
Scrutiny and Information Rights Officer
South Norfolk Council
Long Stratton, Norwich
NR15 2XE
01508 533602
www.south-norfolk.gov.uk

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From: Stuart Hardwicke CARRUTHERS

26 March 2009

Dear Right2Know,

No

What I want is a copy of the Council's formal complaints procedure
(scanned copy) as adopted

and

a copy of the Council's formal complaints form (scanned copy).

These two documents should be on the Council web site.

The feedback form is different... as it enables citizens to
compliment the Council for its failures.

If there should not be a formal complaints form linked to a formal
complaints procedure in writing simply say that the documents don't
exist.

This might explain why the Council's monitoring officer never
produces a report.. as there is no complaints form.

Yours sincerely,

Stuart Hardwicke CARRUTHERS

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From: Stuart Hardwicke CARRUTHERS

27 March 2009

Dear Right2Know,

We have a copy of an complaint form related to as the SNDC put it:

'a possible breach of the Code of Conduct by a Councillor of South
Norfolk District Council or a town or parish council within the
district'.

Is it that the Councillors have refused to allow the SNDC to
produce a form identifying failures of the staff.. could you in
relation to this request provide any documentation if this should
be the case... or simply a copy of the forms.. and procedures..

It is very straightforward to identify that the SNDC complaints
system does not function as advertised on the Web.. and that the
statutory officers seem to regard themselves as the controllers of
access to a members complaints panel where their acts can be
identified..

Yours sincerely,

Stuart Hardwicke CARRUTHERS

Link to this

From: Right2Know
South Norfolk District Council

30 March 2009

Attachment Document.pdf
1.1M Download View as HTML

Dear Mr Carruthers

The Council's complaints procedure and form is, as I have explained, in the leaflet entitled "Help us to help you" and I attach a scanned copy as requested. The document is not in the same precise form on the website, as if someone has access to the website, then they are invited to complete the on line form to complain to the Council.

Joanna Kitchener
Scrutiny and Information Rights Officer
South Norfolk Council
Long Stratton, Norwich
NR15 2XE
01508 533602
www.south-norfolk.gov.uk

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From: Right2Know
South Norfolk District Council

30 March 2009

Dear Mr Carruthers

I have provided our complaints leaflet as explained in my previous email. There does not appear to be a new request for recorded information under the Freedom of Information Act 2000 contained in your email below, and thus I shall take no further action regarding the content of it.

Joanna Kitchener
Scrutiny and Information Rights Officer
South Norfolk Council
Long Stratton, Norwich
NR15 2XE
01508 533602
www.south-norfolk.gov.uk

show quoted sections

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