DARTMOOR FOREST PARISH COUNCIL
CODE OF PRACTICE FOR HANDLING COMPLAINTS
The following code of practice is designed for those complaints about administration or procedures that cannot be satisfied by less formal measures or explanations provided to the complainant by the clerk or Chairman. It is based upon NALC Legal Topic Note 56. It should not be confused with that available for complaints against individual members which are dealt with through the Standards Committee procedure. Similarly complaints against the clerk should be dealt with as an employment matter and the complainant can be assured that the matter will be dealt with internally as such. It is not therefore really appropriate for a complaint against individuals
Before the Meeting
1. The complainant should be asked to put the complaint about the council’s procedures or administration in writing to the clerk.
2. If the complainant does not wish to put the complaint to the clerk, they should be advised to put it to the Chairman.
3. The clerk shall acknowledge the receipt of the complaint and advise the complainant when the matter will be considered by the council.
4. The complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.
5. Seven clear working days before the meeting, the complainant shall provide the council with copies of any documentation or other evidence which they wish to refer to at the meeting. The council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.
At the Meeting
6. The council shall consider whether the circumstances of the meeting warrant the exclusion of the public and the press. Any decision on the complaint shall be announced at the council meeting in public.
7. Chairman to introduce everyone.
8. Chairman to explain procedure.
9. Complainant (or representative) to outline grounds for complaint.
10. Members to ask any questions of the complainant.
11. If relevant, clerk to explain the Council’s position.
12. Members to ask any question of the clerk.
13. Clerk and complainant to be offered opportunity of last word (in that order).
14. Clerk and complainant to be asked to leave the room while members decide whether or not the grounds for the complaint have been made. (If a point of clarification is necessary, both parties are to be invited back).
15. Clerk and complainant return to hear decision or to be advised when decision will be made.
After the Meeting
16. Decision confirmed in writing within seven working days together with details of any action to be taken.
1 Sep 03
CODE OF PRACTICE FOR HANDLING COMPLAINTS
The following code of practice is designed for those complaints about administration or procedures that cannot be satisfied by less formal measures or explanations provided to the complainant by the clerk or Chairman. It is based upon NALC Legal Topic Note 56. It should not be confused with that available for complaints against individual members which are dealt with through the Standards Committee procedure. Similarly complaints against the clerk should be dealt with as an employment matter and the complainant can be assured that the matter will be dealt with internally as such. It is not therefore really appropriate for a complaint against individuals
Before the Meeting
1. The complainant should be asked to put the complaint about the council’s procedures or administration in writing to the clerk.
2. If the complainant does not wish to put the complaint to the clerk, they should be advised to put it to the Chairman.
3. The clerk shall acknowledge the receipt of the complaint and advise the complainant when the matter will be considered by the council.
4. The complainant shall be invited to attend the relevant meeting and bring with them such representative as they wish.
5. Seven clear working days before the meeting, the complainant shall provide the council with copies of any documentation or other evidence which they wish to refer to at the meeting. The council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.
At the Meeting
6. The council shall consider whether the circumstances of the meeting warrant the exclusion of the public and the press. Any decision on the complaint shall be announced at the council meeting in public.
7. Chairman to introduce everyone.
8. Chairman to explain procedure.
9. Complainant (or representative) to outline grounds for complaint.
10. Members to ask any questions of the complainant.
11. If relevant, clerk to explain the Council’s position.
12. Members to ask any question of the clerk.
13. Clerk and complainant to be offered opportunity of last word (in that order).
14. Clerk and complainant to be asked to leave the room while members decide whether or not the grounds for the complaint have been made. (If a point of clarification is necessary, both parties are to be invited back).
15. Clerk and complainant return to hear decision or to be advised when decision will be made.
After the Meeting
16. Decision confirmed in writing within seven working days together with details of any action to be taken.
1 Sep 03