This is an HTML version of an attachment to the Freedom of Information request 'Complete Non-Residential / Business Property Rates Data (Q2 2019)'.

CUSTOMER
COMMENTS

•Complaints
•Compliments
•Queries
•Suggestions

Customer Comments Procedure (customer copy)
Version 2008
(Amended May 2008)

Customer Comments Procedure Overview
1. What is a Customer Comments Procedure?
A Customer Comments Procedure is a systematic method used by organisations 
for receiving, recording and responding to comments and complaints made by their 
customers.    For  the  purposes  of  this  system,  Customers  are  our  external 
customers.    Separate  arrangements  exist  for  internal  issues.    Customer 
Comments  procedures  also  ensure  that  the  valuable  management  information 
which is generated from customer feedback is used in a positive way to improve the 
effectiveness of our organisation.
The Council has used this definition of a 'customer comment'
“Any information received from a customer which the council would find useful in 
assessing the performance and standard of its services or identifying areas for 
improvement.”

A customer comment could be a:
Complaint
Any expression of dissatisfaction about a service
Compliment An expression of praise about a service received
Query
A question other than an ordinary request for service
Suggestion
An idea for improving what the Council does
2. Why do we need a Customer Comments Procedure?
A  Customer  Comments  Procedure  provides  the  Council  with  a  number  of 
opportunities:

By  providing  a  way  for  customers  to  express  their  satisfaction  or 
dissatisfaction with services, policies and decisions of the Council, and by 
suggesting  areas  for  improvement,  customers  are  able  to  have  increased 
participation in local government

Valuable management information can be gained from customer feedback 
regarding the effectiveness of services provided, policies implemented and 
decisions taken

Improved communication between the Council and the people it serves

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 public

Complaints and other comments are regularly received access the authority in 
a variety of ways.   A Customer Comments Procedure ensures a consistent 
approach in dealing with them.


Flow Chart
Complaint
Service
C
Office/
Manager
Response
U
S
Not satisfied
Chief Officer
T
Response
O
Still not satisfied
M
Chief Executive
(or in consultation
with relevant
Cabinet and
E
Response
Local Members)
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: 
xxxxxxx@xxxxxxxxxxx.xxx.xx, or visit our website at: www.ambervalley.gov.uk
SH0610
Customer Comments Procedure (Customer Copy)