The Complaints Handling Procedure Annual Report 2016/17

At its meeting today, Tuesday 20th June, Members of the Comhairle’s Audit and Scrutiny Committee will be asked to approve the Comhairle’s Complaints Handling Procedure Annual Report 2016/17.

The Comhairle is required by the Scottish Public Services Ombudsman (SPSO) to complete and publish an annual report on complaints handling and performance. Data related to annual performance is also submitted to the Improvement Service for benchmarking purposes.

The Comhairle received a total of 25 complaints and closed 23 in 2016/17; this is a reduction on the 79 complaints recorded in 2015/16.

Cllr Angus Morrison, Chairman of the Committee, said: “The aim is not only to reduce complaints but to learn from the complaints that are received. Two of the complaints were service specific although other services may learn from these and one is a Comhairle wide learning point. In addition, the Comhairle will use the feedback received from the customer complaints survey to provide an additional corporate learning point.”