Decision details

Customer Feedback Policy

Decision Maker: Executive Member for Finance & Performance

Decision status: Decision Made

Is Key decision?: Yes

Is subject to call in?: Yes

Purpose:

Purpose of Report: To present a revision of the Council's complaints policy which encompasses changes identified in the Effective Organisation Overview.
The Cabinet Member is asked to agree the proposed revisions to the policy.

Decision:

 

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.

Report author: Pauline Stuchfield

Publication date: 20/12/2011

Date of decision: 20/12/2011

Decided at meeting: 20/12/2011 - Decision Session- Executive Member for Finance and Performance

Effective from: 23/12/2011

Accompanying Documents:

 

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