it would facilitate the delivery of joint staff training in partner organisations which could both reduce costs and facilitate more effective joint working.
7. The Model Guidance for Service Providers also states that it will enable common data collection procedures, common methods for learning from concerns and complaints, and a common means of identifying and disseminating good practice
8. In addition to reducing the number of Stages from 3 to 2, other changes would include all Stage 2 complaints being sent to the “central complaints handler”. That person or team would acknowledge the complaint, offering to discuss the matter with the complainant; grade the seriousness of the complaint to decide on the appropriate level of investigation; identify an officer to do the investigation; and take responsibility for monitoring the smooth running of the investigation, ensuring that timescales are met. The central complaints handler should also be a source of support for front line staff in respect of local resolution. The Model Guidance specifically refers to having the necessary resources to enable the delivery of the Policy, including training. It also refers to front line staff being empowered and trained to deal with complaints and provide appropriate information on advice and advocacy.
9. The central complaints handler for the Council will be the Customer Complaints Officer, who is based in Customer Relations and located in ContactOne Vale.
10. Given the changes described in paragraph 8, further work is required to implement a process to ensure that all Stage 2 complaints are received by the central complaints handler and that there is sufficient administrative support to ensure that it runs smoothly.
11. Complaints regarding staff will now be dealt with under Stage 1. (In the previous Policy such complaints went directly to Stage 2.)
12. In advance of the implementation date of 1 July 2013, staff will be advised of the new CCCP via StaffNet and Core Brief. The new Staff Guidance (Appendix B) will be placed on StaffNet with letter and report templates. Externally, new complaints leaflets will be produced for members of the public (Appendix C) which will include the complaint form and summary document. Publicity will also be undertaken via E-News, the Council's Website, Social Media and local press. Ongoing training for staff will be provided.
Resource Implications (Financial and Employment)
13. There will be cost implications for the administration and printing of the complaint form and summary document. The costs of new leaflets and administrative support will be funded from departmental budgets. The training will be undertaken in-house.
Sustainability and Climate Change Implications
14. None as a direct result of this report.
Legal Implications (to Include Human Rights Implications)
15. There is no statutory requirement to adopt the Model Concerns and Complaints Policy and Guidance for Public Services Providers in Wales. However the Welsh Government and Public Services Ombudsman for Wales have commended its adoption.
Crime and Disorder Implications
16. The Policy and Process will include complaints relating to community safety issues.
Equal Opportunities Implications (to include Welsh Language issues)
17. The corporate complaints documents will be produced bilingually. Complaints about the Welsh Language and Protected Characteristics will be monitored. Advice has been given from the Equalities Team that an Equality Impact Assessment does not need to be undertaken prior to the adoption of this CCCP, as the main change is reducing the number of Stages from 3 to 2.
18. The Customer Relations Strategy states that the Council will learn from complaints. The Corporate and Customer Services Service Plan states that the Council will develop a system that allows us to record and respond more effectively to common complaints. This CCCP will ensure that we comply with both aims. In addition it will provide a clear, transparent and fair complaints handling process.
Policy Framework and Budget
19. This is a matter for Executive decision.
Consultation (including Ward Member Consultation)
Relevant Scrutiny Committee
21. Corporate Resources.
Reports to Cabinet on 11 June 2008 and 16 March 2011, and respective Minutes C27 and C1249.
The Corporate Concerns and Complaints Policy; Staff Guidance and summary document for members of the public.
Corporate Management Team, Heads of Service, Operational Managers relevant staff who deal with complaints, Customer Relations Project Board, Information Manager, Corporate Equalities Officer, Equality Coordinator, Team Manager with responsibility for Social Services Complaints, Trade Unions.
Head of Performance and Developmen