Purpose

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.

Content

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. 
 

Reasons for the decision

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.
 

Alternative options considered

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.