Adur and Worthing Complaints Procedures
From: John Clark
Dear Worthing Borough Council,
Information request to Clarify aspects of Adur District Council Complaints Procedures
Information request to Clarify aspects of Worthing Borough Council Complaints Procedures
Identical requests for Information are sent to each Adur and Worthing Council because currently they are jointly operating in some aspects of council business.
The year 2005
On 19 December 2007, Worthing Borough Councils, Information Officer Peter Kerrigan provided me with a copy of the then current Councils Complaints Procedures.
These Complaint Procedures were contained in a Worthing Borough Council document called A CORPORATE PROCEDURE FOR DEALING WITH CUSTOMER COMMENTS, COMPLIMENTS AND COMPLAINTS which
was dated DECEMBER 2005 and was version (v8)
The opening paragraph of this document reads as follows:
This document explains how Worthing Borough Council deals with customer comments, compliments and complaints. It is detailed procedural notes for the guidance of staff. A separate more 'customer friendly’ leaflet is available for distribution to the public.
Peter Kerrigan also provided me with a copy of the above mentioned 'customer friendly’ leaflet which was called comments, compliments & complaints which was the large print version because I was known to be dyslexic.
Page 9 of this document was the Comments, compliments or complaint form
Page 11 of this document was an equalities monitoring form
The year 2010
A new Joint Customer Feedback (comments, compliments and complaints) process was agreed and adopted by the Joint Strategic Committee on 23 March 2010
The Title of the document actually adopted and approved is “Adur & Worthing councils Comments and complaints Feedback Procedure” and it came into effect on 1 September 2010
A copy of the procedure was placed on the intranet for staff who could also ask for a hard copy
Staff trained for these new procedures took place during the summer.
New Customer Feedback leaflets were delivered to Council Offices and new on line forms were to be in place by the first week in September.
The New Procedures can be seen at:
The major change is the removal of all the following 3 time restrictions.
We will not consider a complaint more than three months after the alleged incident took place.
We will not consider a complaint at Stage 2 of this procedure if the customer does not request a further investigation within three months of the completion of Stage 1.
We will not consider a complaint at Stage 3 of this procedure if the customer does not request a further investigation within three months of the completion of Stage 2.
Contrary to the Approved Procedures, Worthing website
“Please note that complaints will not be considered after 3 months.”
the same is true of the Customer Feedback leaflet for Worthing and Adur both say:
“Please note that we can only accept complaints within three months of the incident.”
Recently, these time restrictions were brought to the attention staff at a Worthing Borough Council office and later an Adur District Council office. At both offices staff wanted to check the Comments and complaints Feedback Procedures to find out if the identified time restriction were correct. In both cases staff failed to find the Feedback Procedures on their intranet.
Information requests from both Adur District Council and Worthing Borough Council
Request AW1 Where on the councils Intranet were each councils joint Feedback Procedures initially located.
Request AW2 Where on the councils Intranet were each councils joint Feedback Procedures currently located
Request AW3 Should the sentence Please note that we can only accept complaints within three months of the incident. be present in each councils Customer Feedback leaflet.
Request AW4 If the response request AW3 is not no, then I would like a copy of the minutes of the council meeting where the inclusion of this time restriction was adopted and approved.
Information Requests for Adur District Council
Request A1 I would like a copy of the current “Large Print” Customer Feedback leaflet
Request A2 I would like a copy of the of the “normal print” Customer Feedback leaflet which immediately preceded the current version
Request A3 I would like a copy of the of the current Equalities monitoring form
Request A4 I would like a copy of the Procedure which immediately predates the current Comments and complaints Feedback Procedures
Information Requests for Worthing Borough Council
Request W1 was the CORPORATE PROCEDURE v8 which immediately preceded the current Feedback Procedure
Request W2 If the response request W1 is not yes, then I would like a copy of the Procedures which immediately preceded the current procedures.
Request W3..I would like a copy of the current “Large Print” Customer Feedback leaflet
Request W4 I would like a copy of the of the “normal print” Customer Feedback leaflet which immediately preceded the current version
Request W5 I would like a copy of the of the current Equalities monitoring form
Request W6 Should the sentence “Please note that complaints will not be considered after 3 months.” be present on the Worthing Borough Councils Website
Request W7 If the response to request W6 is not no, then I would like a copy of the minutes of the council meeting where the inclusion of this time restriction was adopted and approved.
Worthing Borough Council
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