Issue - meetings

This report presents a revision of the council’s Customer Complaints Policy (now referred to as the draft Customer Feedback Policy) for approval, incorporating changes identified in a review of complaints by the Effective Organisation Overview and Scrutiny Committee.

RESOLVED:       That the revised Customer Complaints and Feedback Policy, as recommended by the Effective Organisation Overview & Scrutiny Committee on 21 January 2011, be approved with the following amendments in respect of the timescales for each stage of the feedback process:

                                      Stage 1 – 5 day response

                                      Stage 2 – 15 day response

                                      Stage 3 – 20 day response

REASON:            To ensure that the council has effective policies and procedures in place to consider feedback from customers and that these are responded to in a timely way.

The Cabinet Member considered a report that presented a revision of the council’s Customer Feedback Policy for approval.  

The policy incorporated changes as identified in a review of complaints by the Effective Organisation Overview and Scrutiny Committee published on 21 January 2011.

The Cabinet Member was also asked to consider a further amendment to include a new five day response deadline for Stage 1 complaints in line with a Cabinet priority for 2011/12.   The Cabinet Member confirmed that the timescales for each stage of the feedback process should be as follows:

          Stage 1 – 5 day response

          Stage 2 – 15 day response

          Stage 3 – 20 day response

The Cabinet Member noted that it was proposed that the policy would be entitled, “Customer Feedback Policy”.  She expressed reservations that this may make it more difficult for customers to find out how to make a complaint.  To improve accessibility she suggested that the policy be entitled “Customer Complaints and Feedback Policy”.

RESOLVED:       That the revised Customer Complaints and Feedback Policy, as recommended by the Effective Organisation Overview & Scrutiny Committee on 21 January 2011, be approved with the following amendments in respect of the timescales for each stage of the feedback process:

                                      Stage 1 – 5 day response

                                      Stage 2 – 15 day response

                                      Stage 3 – 20 day response

REASON:            To ensure that the council has effective policies and procedures in place to consider feedback from customers and that these are responded to in a timely way.