Time taken to respond to complaints

Roedd y cais yn rhannol lwyddiannus.

Dear Ceredigion Council,

Would you please provide me with the following information:

In the past 12 months, and at to-days date, would you please let me know:

1. How many complaints have been made to or referred to the complaints department?
2. How many of those complaints were fully investigated and a response sent to the complainant within 20 working days?
3. How many complaints were investigated by an Independent investigator.
4. How many complaints were made where no response, or only a holding response was sent in 20 working days?
5. How many complaints gave rise to an apology?
6. How many complaints received no reply whatsoever?
7. How many complaints were referred to the PSOW?
8. How many complaints referred to the PSOW were upheld, either in part or in full?

Yours faithfully,

Tim Pink

Ceredigion Reception,

Diolch am eich neges e-bost – bydd yn derbyn sylw’r gwasanaeth priodol yn
ei dro.

 

Thank you for your e-mail communication which will receive attention from
the appropriate service in due course.

 

--

Ymwadiad:

Er y cymerir pob gofal posib i sicrhau cywirdeb unrhyw wybodaeth a chyngor
a roddir yn yr ohebiaeth hon, ni dderbynnir atebolrwydd am unrhyw
golledion a all godi o unrhyw gamgymeriadau sy'n gynwysedig ac fe'ch
atgoffir o'r angen i chi ofyn am gyngor proffesiynol eich hun.

Bwriedir y neges ebost hon, ac unrhyw atodiadau iddi, at sylw'r person(au)
y'i danfonwyd atynt yn unig. Os nad chi yw'r derbynnydd y cyfeiriwyd y
neges hon ato ef neu hi, neu'r person sydd gyfrifol am drosglwyddo'r neges
hon iddo ef neu hi, mi ddylech hysbysu'r anfonwr ar eich union. Oni bai
mai chi yw'r person neu gynrychiolydd y person y cyfeiriwyd y neges hon at
ef neu hi nid ydych wedi eich awdurdodi i, ac ni ddylech chi, ddarllen,
copio, dosbarthu, defnyddio na chadw'r neges hon nac unrhyw gyfran ohoni.

O dan y Ddeddf Amddiffyn Data 1998 a Deddf Rhyddid Gwybodaeth 2000 gellir
datgelu cynnwys y negest ebost hon.

Disclaimer:

While reasonable care is taken to ensure the correctness of any
information and advice given in this correspondence no liability is
accepted for losses arising from any errors contained in it and you are
reminded of the need to obtain your own professional advice.

The information in this email and any attachments is intended solely for
the attention and use of the named addressee(s). If you are not the
intended recipient, or person responsible for delivering this information
to the intended recipient, please notify the sender immediately. Unless
you are the intended recipient or his/her representative you are not
authorised to, and must not, read, copy, distribute, use or retain this
message or any part of it.

Under the Data Protection Act 1998 and the Freedom of Information Act 2000
the contents of this email may be disclosed.

Ceredigion CE Freedom Of Information,

Many thanks for your e-mail.

The content of your e-mail forms a request under the Freedom of Information Act and as such Ceredigion County Council has a timeframe of 20 working days in which to respond, which is on or before 3rd January 2017.

I will therefore be in further contact with you.

Diolch / Thank you

Meinir Paske
Swyddog Cwynion a Rhyddid Gwybodaeth /
Complaints and Freedom of Information Officer
Gwasanaeth Cefnogi Polisi / Policy Support Service
Neuadd Cyngor Ceredigion
Penmorfa
Aberaeron
SA46 0PA

01545 574151
www.ceredigion.gov.uk

dangos adrannau a ddyfynnir

Marie-Neige Hadfield,

Dear Mr Pink

 

I write in response to your Freedom of Information Request dated 30^th
November 2016 in respect of the time taken by the Authority to respond to
complaints.

 

I have provided the answers and some additional information for contextual
purposes below, all of which relate to the period between 30^th November
2015 and 30^th November 2016:

 

1.     How many complaints have been made to or referred to the complaints
department?

A total of 263 complaints have been referred to the complaints departments
during the period stipulated.  These numbers relate to the total
activity/cases referred to the complaints department in both Social
Services and the Corporate Office and as you know, the service has now
been centralised.  This includes all concerns submitted via the Council’s
online complaints form on its website, concerns received by post and
contacts from the office of the Public Services Ombudsman for Wales.  It
must also be noted that not all of these contacts will have been
categorised as ‘complaints’ because following initial assessment by the
complaints officer, it may be that the contact is a service request, or an
enquiry and will be addressed under different policies.  The above figure
does not include FOI activity or Subject Access Requests under Data
Protection legislation, which was/is also a responsibility of the
complaints officers.

 

2.     How many of those complaints were fully investigated and a response
sent to the complainant within 20 working days?

Of the concerns/complaints activity received, assuming that you are
referring to Stage 2 complaints under the Corporate policy (where there is
a prescribed response date of 20 working days) of which there were 45
complaints during this period, 19 were responded to within the prescribed
timescale of 20 working days.

 

3.     How many complaints were investigated by an Independent
investigator.

Of the 45 Stage 2 complaints received and managed under the Corporate
policy four were assigned to an Independent Investigating Officer.

 

4.     How many complaints were made where no response, or only a holding
response was sent in 20 working days?

All complaints where an investigation under Stage 2 of the Corporate
policy has been confirmed upon acknowledgement will have received an
update on their complaint if their response is delayed for whatever
reason.

 

5.     How many complaints gave rise to an apology?

All complainants whose complaints have been delayed or upheld (partially
or wholly) will receive an apology.

 

6.     How many complaints received no reply whatsoever?

None – as you are aware, the service has been under significant pressure
during the restructure of the Complaints and FOI Service and this will
have caused unavoidable delays, however all cases that are confirmed as
being addressed under Stage 2 will have received a response or an update
to their complaint (aside from those which are still ongoing of course).

 

7.     How many complaints were referred to the PSOW?

A total of 41 contacts were received by the PSOW during the period covered
by this request.  These include cases which may have not yet been
considered by the Authority and will therefore be deemed premature (in the
event that the PSOW does not exercise his discretion to investigate
immediately).

 

8.     How many complaints referred to the PSOW were upheld, either in
part or in full?

3 cases have been upheld (wholly or in part) by the PSOW during the time
covered by this request.

 

I trust that the above information is useful, however should you wish to
complain about the way in which your request  has been handled, the
Authority operates an internal review procedure.  If you wish to utilise
this procedure then please write to, Mr Alun Williams, Cyngor Sir
Ceredigion County Council, Neuadd Cyngor Ceredigion, Penmorfa, Aberaeron,
Ceredigion, SA46 OPA or via email through [1][Ceredigion County Council request email] .

 

Kind regards and best wishes over the festive season.

 

 

Marie-Neige Hadfield

Rheolwr Cwynion a Rhyddid Gwybodaeth

Complaints & Freedom of Information Manager

Cyngor Sir Ceredigion County Council

Penmorfa

Aberaeron

SA46 0PA

 

01545 574151 / 01545 574107 / 01545 572606

 

E-bost uniongyrchol / Direct e-mail:
[2][email address]    

Gwasanaeth Cwynion a Rhyddid Wybodaeth / Complaints and FOI Service
e-mail: [3][email address]  neu/or
[4][Ceredigion County Council request email]

 

 

 

--

Ymwadiad:

Er y cymerir pob gofal posib i sicrhau cywirdeb unrhyw wybodaeth a chyngor
a roddir yn yr ohebiaeth hon, ni dderbynnir atebolrwydd am unrhyw
golledion a all godi o unrhyw gamgymeriadau sy'n gynwysedig ac fe'ch
atgoffir o'r angen i chi ofyn am gyngor proffesiynol eich hun.

Bwriedir y neges ebost hon, ac unrhyw atodiadau iddi, at sylw'r person(au)
y'i danfonwyd atynt yn unig. Os nad chi yw'r derbynnydd y cyfeiriwyd y
neges hon ato ef neu hi, neu'r person sydd gyfrifol am drosglwyddo'r neges
hon iddo ef neu hi, mi ddylech hysbysu'r anfonwr ar eich union. Oni bai
mai chi yw'r person neu gynrychiolydd y person y cyfeiriwyd y neges hon at
ef neu hi nid ydych wedi eich awdurdodi i, ac ni ddylech chi, ddarllen,
copio, dosbarthu, defnyddio na chadw'r neges hon nac unrhyw gyfran ohoni.

O dan y Ddeddf Amddiffyn Data 1998 a Deddf Rhyddid Gwybodaeth 2000 gellir
datgelu cynnwys y negest ebost hon.

Disclaimer:

While reasonable care is taken to ensure the correctness of any
information and advice given in this correspondence no liability is
accepted for losses arising from any errors contained in it and you are
reminded of the need to obtain your own professional advice.

The information in this email and any attachments is intended solely for
the attention and use of the named addressee(s). If you are not the
intended recipient, or person responsible for delivering this information
to the intended recipient, please notify the sender immediately. Unless
you are the intended recipient or his/her representative you are not
authorised to, and must not, read, copy, distribute, use or retain this
message or any part of it.

Under the Data Protection Act 1998 and the Freedom of Information Act 2000
the contents of this email may be disclosed.

References

Visible links
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4. mailto:[Ceredigion County Council request email]