The Customer Feedback Process using the Pro-Active System
START
Comment received by
letter, e-mail, web, fax, memo, telephone, in
person. NB. E-mails and web comments
are logged by Customer Services Staff on
behalf of other Directorates.
Comment logged on Pro-Active
COM - COMPLAINT
PRA - PRAISE/COMPLIMENT
OBS - COMMENT/OBSERVATION
1ST STAGE COMPLAINT
The CCO will agree 'a solution owner' who will be
responsible for investigating the complaint and
sending a final response. It is 'the solution owner's'
responsibility to ensure that a final response is sent
within 10 working days. The CCO records any
actions on Pro-Active and scans the final response YES
as an attachment to the job on Pro-Active.
If 'the solution owner' thinks the complaint may take more
than 10 working days to resolve, then an interim response must
be sent (within 10 working days), setting out the progress so far,
reasons for the delay and the name of 'the solution owner' who
is dealing with it. In such cases we would aim to send out a final
response (resolution) within 20 working days.
NB The PI targets are for 80% of complaints to receive a full
response/resolution in 10 working days, but no more than
20% of complaints should receive an interim response.
2ND STAGE COMPLAINT
If the customer is unhappy with the initial response and
resolution, they can contact the solution owner or
Business Unit Director. The Business Unit Director will
be responsible for investigating and replying.
3rd STAGE COMPLAINT
If the customer is still unhappy following a second stage
response they have the right of appeal to the Chief
Executive
A member of the CE's Business unit will investigate the
complaint on behalf of the CE. They will liaise directly with
relevant officers and be responsible for co-ordinating the
response to the customer
4th STAGE COMPLAINT
Refer to Local Government Ombudsman
Ombudsman complaints are co-ordinated by the Directorate of
Law and Democratic Services. They are responsible for
contacting the customer on behalf of the ombudsman and vi ce
versa. They will record the complaint on Pro-Active and link it
to previous Stage I, 2 and 3 complaints.
(2007)
Add action to job to send acknowledgment letter/email
to the reporter name and address. (90% of
complaints should be acknowledge within 2
working days to meet the PI)
Pass complaint/comment to the Customer Comments
Officer in the service area concerned. All Complaints,
Compliments, and Observations logged on Pro-Active
will default to the Customer Comments Officer for the
service area.
Received by Customer Comments Officer (CCO) as
new job on personal job management screen within
Pro-Active.
Is the comment a complaint?
A complaint is defined as any expression of Dissatisfacti on
regarding
the standard of service, action or lack of action or decision taken
by the council
or the way in which the council's staff or representatives carry out
their duties
NO
Compliments do not generally require written responses, but it is
important that staff should be recognized for any compliments
received and that compliments are monitored for service
performance.
Comments/Observations defined as feedback that is neither critical
or complimentary and includes suggestions for changing or
improving our service should be responded to within 10 working
days . Comments should be monitored for service performance/
improvements.
All complaints should include an
apology and where appropriate an
Is the customer satisfied
explanation of what went wrong and
with the resolution?
how this has been put right.
The CCO should ensure that a final
response is sent and scanned as an
attachment to the job and the
complaint is closed as justified or
not justified on Pro-Active.
NO
Refer to 2nd or 3rd Stage as
YES
appropriate
Is the customer satisfied with the COMPLAINT RESOLVED
3rd stage response?
The CCO in conjunction with senior
NO management will ensure corrective action
procedures are put in place to prevent
similar complaints in future. Outcomes
are monitored and
service area policy reviewed.
The CCO will provide monthly
performance reports to senior
management and directors.
FINISH