Policies

Complaints, Comments & Compliments Policy

The information published on this page is also available as a downloadable document (PDF 431KB)

Approved Date May 2024
Review Date April 2026 or as per direction from NIPSO
Related Legislation/Applicable Section of Legislation The Public Services Ombudsman Act (Northern Ireland) 2016 (the legislation
Related Policies, Procedures, Guidelines, Standards, Frameworks
  • NI Local Government Ombudsman Code of Conduct
  • Mid and East Antrim Council Data Protection Policy
  • Mid and East Antrim Borough Council Privacy Notice
  • Mid and East Antrim Council Whistleblowing Policy
Replaces Complaints, Comments & Compliments Policy Version 4.0
Policy Lead (Position/Contact details) Assistant Director – Citizen Focus
Sponsor Directorate Corporate Services
Version 5.0

Revision Record

Date Version Revision Description
2015-2017 1.0 Initial Policy
2017-2019 2.0 Policy reviewed and updated
November 2019 3.0 Policy reviewed and updated
October 2023 4.0 Policy reviewed and updated in accordance with the Local Government Model Complaints Handling Procedure (MCHP).
May 2024 5.0 Updated as per NIPSO recommendations

Contents

1. Introduction

2. Purpose

3.Scope

4.Definitions

5. Making a Complaint, Comment or Compliment

6. The Complaint Handling Process

7. Communicating the Policy

8. Monitoring, Evaluation and Review

APPENDICES

Appendix 1: A Quick Guide to the Complaints Procedure

Continue to Introduction