Freedom of Information - Complaints Procedure
Commitment
1
The University is committed to meeting its obligations under the Freedom of Information
Act 2000 (FoIA), regarding both the maintenance of a publication scheme and answering
requests for information. We are a large and complex organisation and we recognise
that problems and errors may arise from time to time and that those seeking information
may be dissatisfied with the response they receive. The University is equally committed
to investigating complaints promptly and thoroughly, and to rectifying any mistakes.
Scope
2
Any concern relating to the way the University is meeting its obligations under the FoIA
may be raised under this complaints procedure. Possible examples include:
If you are unable to obtain information included within the University’s publication
scheme
If the University does not respond to a written request for information within 20
working days without a lawful justification
If the University provides the wrong or insufficient information
If you disagree with the decision that the information requested cannot be
released because it falls under one of the permitted exemptions.
Timing of a Complaint
3
It is in everyone’s interests that complaints are dealt with as quickly as possible. Issues
should be raised as they arise: delays make it difficult to investigate properly.
The
University will not normally consider a complaint, whether formal or informal,
when it is raised for the first time more than two months after the act or omission
of the University which is the focus of the complaint.
Informal Process
4
We would like to resolve your concerns informally wherever possible. Please do contact
us if you have queries or concerns about the handling of your request or about the
response. You may raise your concern with the Information Governance Officer (see the
contact details in paragraph 11 below), in writing, by email or by telephone. The informal
process is intended to resolve queries such as:
clarification of the response/ information provided
missing items
queries about how the data was collected or collated
help in understanding the exemptions used
Formal Procedure/Internal Review
5
If you have been unable to resolve your concern informally or you consider that your
complaint requires a formal response, you may make a formal complaint by:
Putting this in writing,
Including a statement that it is a formal complaint relating to FoIA,
Quoting the unique reference number for your request (this can be found at the
top of our response in the format FOI/YY/XXX),
Making it clear what you are complaining about, why you think the University has
been at fault and what you want the University to do about it.
6
Formal complaints will be considered by the University Secretary and Registrar or
nominee. The person considering the complaint will not have been involved in your
request. The address for sending formal complaints to is in paragraph 11 below.
7.
You will receive an acknowledgement of receipt of the complaint by the University within
three working days of the complaint being received. The timetable and process for
dealing with the complaint will be determined by the person considering the complaint.
These will be sufficient to ensure that a reasoned judgement is possible while
recognising the desirability of a speedy outcome. Normally it should be possible to come
to a decision within 20 working days of the complaint being received. If and when it
becomes apparent that reaching a conclusion will take longer than 20 working days the
University will inform you and explain the reason for the delay.
8
Once a decision has been reached, the University Secretary and Registrar or nominee
will communicate the outcome of the complaint in writing. If the complaint is upheld this
will include an indication of how the University is going to remedy the issue. If the
complaint is rejected, this will include the reason for the decision.
Information Commission
9
The Information Commission is an independent body which oversees the operation of
the FoIA. If you are dissatisfied with the outcome of a formal complaint to the University
regarding FoIA you may complain to the Information Commission which has various
powers of investigation and enforcement. The Information Commission is very unlikely to
investigate a complaint unless it has first been through the University’s formal complaint
procedure. Contact details for the Information Commission are provided below in
paragraph 12.
Records and Review
10
The University will keep records of all formal complaints and their outcomes and will use
such information to inform reviews of its publication scheme and of processes for
responding to individual requests. The details of those making complaints will be
confidential to those staff involved in the consideration and investigation of a complaint
and to those staff involved in maintaining the records of complaints.
Contacts
11
If you are unsure who to contact in relation to an informal complaint please contact in the
first instance:
Information Governance Officer
Sheffield Hallam University
University Secretariat
City Campus
Sheffield
S1 1WB
Email:
xxx@xxx.xx.xx
Telephone: 0114 225 3361
Please submit formal complaints to:
Martin Conway
University Secretary
Sheffield Hallam University
City Campus
Sheffield
S1 1WB
Contact and information details for the Information Commission
FOI Compliance Team (complaints)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113 or 01625 545 745
Email:
xxxxxxxx@xxx.xxx.xxx.xx
Website:
https://ico.org.uk/
Issued by
Governance and Planning Services, Secretary and Registrar's Directorate
Version
V3.0 January 2016
Enquiries to
Information Governance Officer
xxx@xxx.xx.xx