Decision details

To update the Portfolio Holder on the review and update to The Customer Complaints Procedure and The Unacceptable and Unreasonable Behaviour Procedure and recommend approval of the procedure documents.

Resolved

(1)      That the reviewed and updated Customer Complaints Procedure (annexe 1) be approved.

(2)      That the reviewed and updated Unacceptable and Unreasonable Behaviour Procedure (annexe 2) be approved.

(3)      That authority be delegated to the Assistant Director of Customer Focus to make minor administrative changes to the procedures, if required, as a result of implementation. 

It is recommended that the reviewed and updated procedures are approved for implementation to simplify the procedures for both the customer to use and the officer to administer.

The following alternative options have been identified and rejected for the reasons as set out below.

Option 1: Maintain the existing procedures.

This is not advised as the customer complaints procedure no longer follows best practice guidance issued by the LGO. The existing procedures are complicated for customers to use and difficult for officers to administer.

None.