MID WHARFEDALE PARISH COUNCIL

CODE of PRACTICE for HANDLING COMPLAINTS from INDIVIDUALS or from OTHER BODIES.

This Code is for the handling of complaints made about the administration of the council or about its procedures only. Complaints about the Clerk will be dealt with as an employment matter and complaints against a Councillor will be dealt with via the local District Council Standards Committee.

This Code has been adopted as an efficient way of dealing with complaints received and is a means of preserving the good reputation of the Council through a transparent process. It ensures that complainants can feel satisfied that their grievance has been properly and fully considered.

THE CODE OF PRACTICE

All complaints will be discussed by the full Council.

Before the Council Meeting

1. The Complainant will be asked to put the complaint about the council’s procedures or administration in writing to the Clerk or to the Chairman of the Council.

2. The Clerk shall acknowledge the receipt of the complaint in writing and advise the Complainant when the matter will be considered by the Council.

The Complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.

3. The Complainant shall provide the Clerk with copies of any documentation or other evidence to which they wish to refer seven clear working days prior to the meeting, These will be included with the Agenda and meeting papers for the Councillors.

4. The Clerk shall similarly provide the Complainant with copies of any documentation upon which the Council wish to rely at the meeting.

At the Council Meeting

5. The Council shall consider whether the circumstances of the complaint warrant the exclusion of the public and the press. However, any decision on a complaint must be announced to the public.

6. The Chairman shall introduce the Councillors and the Complainant and their representative, if present.

7. The Chairman shall explain the procedure under which the complaint is being handled.

8. The Complainant (or representative) shall outline the grounds for the complaint.

9. The Councillors shall ask any questions of the Complainant.

10. If necessary, the Clerk shall explain the Council’s position.

11. The Councillors shall ask any questions of the Clerk.

12. The Clerk and then the Complainant shall be offered the opportunity of a last word.

13. The Clerk and the Complainant shall be asked to leave room whilst the Councillors decide whether or not the grounds for the complaint have been made. (If a point of clarification is necessary, then both parties shall be invited back).

14. The Clerk and Complainant shall return to hear the decision of the Council, or be advised when the decision will be made.

After the Council Meeting

15. The outcome of the Council Meeting will be confirmed in writing within seven working days together with the details of any action to be taken.

Chairman of the Parish Council ……………………………………….

Clerk to the Parish Council ……………………………………………

Date of Adoption ……………………………………………………..

Reviewed Nov 2014

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