When a complaint is received it is forwarded to the appropriate Service Area.
There are four levels in the complaint process.
Level 1 - The service area involved will manage your request. If you are dissatisfied with the outcome, you can request for further consideration or referral to Level 2.
Level 2 - The Customer Service Coordinator will raise the request with the service area concerned on your behalf. You will then receive notice of the outcome. If you are not satisfied with the outcome, your request can be progressed to Level 3.
Level 3 - The Director of the relevant service area will review the complaint and provide a response in no more than 10 days. If you are dissatisfied with the outcome you can request referral to Level 4.
Level 4 - The Chief Executive Officer will review the complaint and make a final decision.
Right of appeal
Complainants can contact the Ombudsman’s Office at any stage for further advice and information.