Integrity Commissioner Complaint Protocol
Goals of the policy
This policy has been designed to assist both the public and staff. The Township of Frontenac Islands is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. The aim is to ensure the public will be treated consistently and in a timely manner.
Definition of a complaint
Complaints are defined as any expression of dissatisfaction or notice concerning lack of service made to Council or Staff by a member of the public in relation to municipal business.
Recording complaints
All complaints made, verbal or written, will be recorded in our Complaint Policy Binder at the time the complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff member who took the details.
When taking a complaint, staff will record the name and contact details of the complainant, as well as full details of the complaint including the date. Details of all communication with the complainant and any actions to resolve the complaint will be recorded in the same place.
Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues.
Personal details or details of their complaint will not be divulged to third parties unless written consent is obtained.
Informing complainant of progress
Every attempt will be made to resolve complaints within 5 business work days. Written complaints will be acknowledged promptly.
Complainants will be given an approximate timeframe at the time they make their complaint and will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.
Complaints Procedure
All those making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. Complaints will still be recorded.
Oral Complaints
Council members receiving an oral complaint should direct the complaint to the CAO/Clerk depending on the nature of the complaint.
Front line staff receiving an oral complaint should seek the assistance of the appropriate department to ensure a timely follow up to the issue.
All contact with the complainant should be polite, courteous and sympathetic.
Written Complaints
When a complaint is received in writing it should be recorded in the complaints book and passed as soon as possible to the appropriate department. The CAO/Clerk will deal with the complaint through the process. The Manager will contact the complainant via telephone or through email, for further details and follow up with actions to be recorded in the Complaints Policy Binder.
Once resolved, an acknowledgement to the complainant will be issued within five (5) working days.
What the CAO/Clerk will do
Wherever practical:
- Get an accurate report of the complaint
- Make no judgements
- Explain the complaint procedure
- Find out how you would like it handled
- Determine who is the appropriate person to handle the complaint or appoint someone to investigate
- Find whether the complaint has substance
- Monitor the situation
Escalation of complaints
If the complaint can’t be resolved immediately, the complainant will be given a timeframe, a contact person and details of our complaint handling process.
Where possible, the staff member taking the complaint details will be the contact person.
Documentation
Records, notes or reports will:
- Be kept confidential
- Be filed in a confidential system with limited access
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