APPENDIX E Talkback ( Comments and Complaints Scheme)
Stirling Council has introduced Talkback, a comments and complaints scheme, to find out what people think of our services. We need to know how we are doing so we can put things right and improve our services.
The simple 3 STAGE SCHEME should make life better, not worse.
BETTER FOR US...
the person who knows the most about an enquiry deals with it first, not senior management
we put things right
we learn from our mistakes
we understand people who use our services better
we use the information to improve services
we identify co-ordinators: a Service Complaints Officer for each Service and a Corporate Complaints Officer who, together, monitor the scheme.
BETTER FOR SERVICE-USERS
we won't pass them from pillar to post
we take responsibility and deal direct with them
we explain why we can't help them, if we can't
we mean it when we say we will listen and respond.
And the scheme reflects the 'customer-focused' part of the Council's commitment to achieving Best Value.
WHEN DOES A COMMENT BECOME A COMPLAINT?
A comment is when a person using our services shares a view with us. This view might be a comment, suggestion or even a complaint. They may want us to note it or act on it.
A complaint is when a person using our services is unhappy and wants to know what we will do about it. This may be because:
they think we have done something wrong
we have failed to live up to expectations
they think we have treated someone badly or unfairly.
The person making the complaint may be looking for an apology, action or compensation.
EMPLOYEE'S RIGHTS AND RESPONSIBILITIES
All employees are expected to accept comments and complaints for their Service and to try to resolve them if possible. Expectations are complaints about the individuals, Councillors and alleged financial irregularities or criminal activities - pass these to your Service Complaints Officer immediately.
EMPLOYEES HAVE THE RIGHT TO
deal directly with complaints, liaising with colleagues as needed
be treated politely and with respect by service-users and colleagues
have adequate time to deal with complaints
be properly trained to handle complaints
be supported by managers and colleagues - particularly when dealing with difficult situations
raise a complaint on behalf of a service-user
use the complaints procedure themselves
pass complaints about employees or Councillors to their Service Complaints Officer
EMPLOYEES HAVE A RESPONSIBILITY TO
deal with complaints quickly, sensitively and politely
accept complaints about their Service
note details as accurately as possible
try to resolve problems without making promises they can't keep
pass complaints on to the appropriate person quickly if they can't help.
Remember ... to the person complaining, YOU are the Council.
MANAGER'S RESPONSIBILITIES
to brief team(s) about the complaints scheme
to ensure employees receive relevant information about the scheme
to support and advise employees handling complaints, particularly where the person complaining has used aggressive or threatening behaviour or language
to ensure complaints are properly dealt with
to discuss complaint trends with team(s) to see how the Service should reflect these
to deal with any complaints raised by members of their team in line with Human Resource policies.
SERVICE COMPLAINTS OFFICERS' ROLE
Each Service has a Service Complaints Officer to co-ordinate comments and complaints activity.
They will:
co-ordinate Stage 2 Reviews for the Service
make sure timescales are followed
share information gathered through the scheme with colleagues so improvements can be made to the Services
report trends to t e Corporate Complaints Officer
keep colleagues up-to-date with any changes to the scheme
work with the Corporate Complaints Officer on Stage 3 Appeals.
3 STAGE SCHEME
There are 3 stages to the Council's scheme:
First Approach: the first time we hear a comment or complaint.
Review: service-users asks the relevant Service to review its response at Stage 1.
Appeal: service-user challenges the result of the Stage 2 review and asks the Corporate
Complaints Officer to look into it.
There is no further appeal with the Council. Service-users who are still not happy after going through the 3 stage may wish to ask the Scottish Public Services Ombudsman to consider the complaint. Generally, Service-users need to send their complaint to the Ombudsman within a year from when it happened or from when they found out about the matter. The Ombudsman's office is at 4 Melville Street, Edinburgh EH3 7NS. Tel: (0870 011 5378).
There are laws guiding complaints about social work services. Service-users with a complaint about social work services should contact Housing and Social Services on 443450.
Note: Where we mention timescales like '4 days', this is the longest time we will take - not counting weekends and holidays. If you can sort it out quicker, please do!
STAGE 1: FIRST APPROACH
Aim
To resolve the problem as quickly as possible, and to the satisfaction of the service-user.
Who deals with it?
The first person contacted in the relevant Service whether or not he/she is personally responsible for the issue. This person may pass the enquiry on once to a colleague who is better able to help.
What should you do?
Take responsibility for dealing with the issue. Give your name and phone number as the contact person. Help the best you can or contact a colleague who can help. Don't pass the caller from pillar to post.
Timescale
Resolve the problem immediately or agree a suitable time to get back, usually within 24 hours. Ensure you do get back within that timescale.
Keeping Track
It is best to keep some form of record of comments and complaints, in case the service-user asks for a Review. If you receive several complaints from different people about the same issue, let your manager and Service Complaints Officer know.
STAGE 2: REVIEW
Aim
To review how we dealt with a comment or complaint at Stage 1 and either change our response or explain to the service-users why our first response was the right one.
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Children's Services - Mary McNicol
Early Childhood; Schools (Primary, Secondary and Special), Play and Out-of-School Care, Social Work Support for Children, Young Peoples and Families
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Community Services - Cath Sutherland
Libraries; Community Support, Youth; Culture, Arts and Events, Sport and Leisure, Parks, Cemeteries, Offenders, Community Care, Criminal Justice
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Corporate Services - Bob Miller
Contact Centre, Council, Committee and Area Forum Meetings, Council Tax, Council Tax Benefit, Council Website, Housing Benefit, Local Offices, Registration of Births, Marriages and Deaths
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Environment Services - Fraser Cooper
Planning, Building Control, Environmental Health, Trading Standards, Country Side Services, Cleansing (emptying bins and keeping streets clean), Recycling and Disposal of Waste, Street Lighting; Roads (not motorways or trunk roads), Winter Maintenance (gritting of roads/clearance of snow), Public and Special Needs Transport, Concessionary Fares, Stirling Bus Station, School Crossing Patrols, Public Toilets
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Regeneration Services
Housing - John MacIver
Housing Repairs, Estate Management, Council House Sales, Housing Grants, Homelessness
Other Services: Fiona Lemmon
Economic Development; Tourism
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What should you do?
If a service-user asks you to Review Stage 1 response, pass this request to your Service Complaints Officer immediately. He/she will arrange for a review to be carried out. If your Service Complaints Officer asks you to carry out a Review or provide information, please co-operate promptly.
Timescale
Acknowledge within 4 days of first receipt. Full reply within 15 days of receipt.
Keeping Track
Keep a record of all contact and action taken. We may need it if the matter ends up going to Stage 3.
STAGE 3: APPEAL
Aim
To provide an 'independent' review of Stage 1 and 2 and ensure that we have done our best to resolve the situation and explain our decision.
Who deals with it?
The Corporate Complaints Officer is Jim Watson in Chief Executive's Office 443326. He will contact the Service concerned to get all of the background information and consider how the Service dealt with the complaint.
What should you do?
Co-operate by providing any information the Corporate Complaints Officer needs.
Timescale
The Corporate Complaints Officer will acknowledge the appeal within 4 days and respond within 15 days.
Keeping Track
The Corporate Complaints Officer will provide a written response and keep records of correspondence.
DO DON'T
DO take responsibility DON'T be defensive or make judgements
DO listen DON'T lose your temper
DO be helpful DON'T fob off at the person complaining
DO record the complaint DON'T pass them from pillar to post
DO respect the person's views DON'T pass the buck or point the finger
DO thank them for their comments DON'T make promises you can't keep
Here's a quick reminder of what to do if YOU get a complaint:
1. Identify yourself - give the person your name and phone number.
2. Ask for details -
their name, address and phone number.
details of the comment or complaint.
an idea of what they want us to do about it.
3. Note the details on the comments and complaints form.
4. Read your notes back to the person, to check that you've got it right.
5. Resolve the problem on the spot if you can.
6. Agree a suitable time to get back if you can't resolve it immediately.
7. Respond to the person complaining.
8. Remember to the person complaining YOU are the Council.
Please note, if you have difficulty understanding English and would like help, please contact Susan Alexander on (01786) 443358.