Complaints, Compliments and Enquiries Policy.

Introduction

The purpose of the Complaints, Compliments and Enquiries Policy is to outline our approach to addressing compliments and complaints raised. We are committed to addressing any complaints raised quickly and effectively and learn from any mistakes or successes in order to:

• Continually improve and enhance the quality of our services.
• Ensure fair treatment through clear and structured processes.
• Demonstrate our commitment to resolving issues efficiently.
• Maintain and foster trust and good relationships.

Scope

The policy applies to residents, non-residents and advocates who want to share compliments or are dissatisfied with our services. It applies to areas such as:

• Service standards or quality of work.
• Staff attitude or access to services.
• Contractors working on our behalf.
• Communication.
• Any form of discrimination, harassment or unfair treatment.

This policy does not cover:

• Complaints of Anti-Social Behaviour (ASB)
• Complaints relating to external organisations unless instructed to carry out work on our behalf.