Complaints Code of Practice

Complaints Code of Practice.

Currently with regards to Complaints and how they are dealt with by Kessingland Parish Council, they fall into two categories:-

1.       Complaints by the Clerk about Councillors or by Councillors against the Clerk are dealt with by the Councils Employment Committee.

2.        Complaints against individual Councillors, by a fellow Councillor or by a member of the public are dealt with under the Standards Board Code of Conduct.

There is currently nothing in place should the Parish Council receive complaints about Parish Council Administration or Procedures, there is no appropriate forum for a complainant to be heard. This forum is not appropriate for complaints against individuals but against the Parish Council collectively.

The National Association of Local Councils suggests that every council adopt a standard and formal procedure for considering complaints either made by a complainant direct or complaints that have been referred back to the council from other bodies. This will ensure that any complainant can feel satisfied that at least their grievance has been properly and fully considered

  Before Meeting. 

1 .The complainant should be asked to put the complaint about the council's procedures or administration in writing to the clerk or other nominated proper officer. 

2. .If the complainant does not wish to put the complaint to the clerk or other proper officer, they may be advised to put it to the chairman of the council. 

3. The clerk shall acknowledge the receipt of the complaint and advise the complainant when the matter will be considered by the council or by the committee established for the purpose of hearing complaints.

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

5. 7 clear working days prior to 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 Committee shall consider whether the circumstances of the meeting warrant the exclusion of the public or the press. Any decision on a complaint shall be announced at the council meeting in public.

7.   Chairman (Independent of Parish Council) of Committee to introduce everyone.

8.   Chairman  (Independent of Parish Council) of Committee to explain procedure.

9.    Complainant (or Representative) to outline grounds for complaint.

10.  Members  of Committee to ask any question of the complainant.

11. If relevant the clerk or other proper officer of the Council to explain Parish Council's position

12.  Members of Committee to ask questions of the Clerk or proper officer of the Parish Council.

13. Clerk or other proper officer and the complainant to be offered the last word (in this order)

14. Clerk or other proper officer 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 in ).

15. Clerk or other proper officer and complainant return to hear decision, or to be advised when the 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.