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Complaints system

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Dear Sir / Madam

I would like to make a request for information under the Freedom of Information Act 2000.

I would like to know the name of the complaints system used by your authority to monitor and process non-statutory and statutory complaints.

I look forward to hearing from you.

Yours faithfully,

Diane Wilson

Information Governance, Hull City Council

We acknowledge receipt of your request for information which we will
process in accordance with the appropriate legislation below:

Freedom of Information Act
This covers general recorded information that is held by the Council.
Examples: budget information, staff structures, details of contracts etc

From the next working day that the request is received we have 20 working
days to respond. This does not take in to account any clarification we may
require or if we need to consider the Public Interest Test which allows us
up to a maximum of 20 additional working days.

Environmental Information Regulation
This covers all environmental information held by the Council.
Examples: Planning Applications, details of proposed road works, flood
information, pollution information etc.

From the next working day that the request is received we have 20 working
days to respond.

Section 7 of the Data Protection Act (Subject Access Request)
This section of the Data Protection legislation only relates to requests
for information about the requester or a client if you are acting on their
behalf.
Examples: Personnel file, Housing file, Council Tax/Housing Benefit
information etc.

We have 40 days from the date of receipt to respond.

Information Governance Team
Town Clerk's Service
Hull City Council
The Guildhall

 

Barkworth Jane, Hull City Council

 

 

Dear Ms Wilson

 

Freedom of Information Act 2000 – Information Request - 001558/17

 

With regard to your Freedom of Information request received on 14/09/2017,
please find our response below. 

 

 

I would like to know the name of the complaints system used by your
authority to monitor and process non-statutory and statutory complaints.

 

Our system for Non-Statutory Complaints is Oracle CRM and the system used
for statutory complaints is Aptean Respond.

 

 

We hope that you will be satisfied with our response and should you
require any further information then please do not hesitate to contact
us. 

 

 

Should you wish to complain about our response in any way this must
initially be done by e-mailing [1][Hull City Council request email] or by
contacting us at The Information Governance Team, The Guildhall, Alfred
Gelder Street, Hull, HU1 2AA.

 

If you are not satisfied with the outcome of the internal review then you
may take your complaint to the Information Commissioner’s Office, the
government body established to enforce the legislation.

 

Information Commissioner’s Office

Wycliffe House Water Lane,

Wilmslow,

Cheshire,

SK9 5AF

 

Web site: [2]https://ico.org.uk

Report a concern: [3]https://ico.org.uk/concerns/

Email: [4][email address]

Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate)

 

ICO states that any emails you choose to send to them, or that they send
to you, are not secure as email messages can be intercepted.

ICO asks that you include a contact telephone number on any emails you
send to them. 

 

The Council’s Freedom of Information Policy, which includes the charging
policy, is available on request and from the web site
[5]www.hullcc.gov.uk.  Also available is a booklet on ‘Accessing
Information from Hull City Council’ which explains how to request
information and your rights (according to the Data Protection Act 1998 and
The Freedom of Information Act 2000).

 

 

This information may be subject to copyright. The Freedom of Information
Act does not give you an automatic right to re-use this information in a
way that would infringe copyright, for example, by publishing it or
distributing copies.  You are free to use it for your own purposes
including any non-commercial research or private study or for the purposes
of news reporting.

If you wish to re-use this information and this was not specified in your
initial application please contact us to discuss conditions for re-use. In
most cases we will permit use and re-use in accordance with The Open
Government Licence which can be found at
[6]www.nationalarchives.gov.uk/doc/open-government-licence

 

 

Yours sincerely

 

 

 

Jane Barkworth

Information Governance Officer

Town Clerk's Service

Hull City Council

Tel: 01482 300300

 

 

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src="http://static.hullcc.gov.uk/images/HULL_...
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