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Complaints Procedure
Romsey Extra Parish Council Code of Practice for Handling Complaints (Adopted 10 March 2005 Minute Reference 181c) This code is aimed at situations where a complaint has been made about the administration of the council or about its procedures. Complaints about the Clerk should be dealt with us an employment matter. The complainant should be assured that the matter will be dealt with internally and appropriate action taken as required. Complaints about a councillor are subject to the jurisdiction of the Standards Board. Complainants should be advised to contact Standards Board directly or the Monitoring Officer at TVBC for further information. In some instances, the Clerk may be able to provide guidance. At all times, the rules of natural justice will apply. In other words, all parties should be treated fairly and the process should be reasonable, accessible and transparent. CODE OF PRACTICE Before the Parish Meeting: The complainant to be asked to put the complaint about the council?s procedures or administration in writing to the Clerk. If the complainant does not wish to put the complaint to the Clerk, they should put it to the Chairman. The Clerk to acknowledge receipt of the complaint and advise the complainant when the matter will be considered by the Council (usually the next parish meeting). The complainant to be invited to attend the relevant parish meeting. 7 days prior to the parish meeting, the complainant to provide the Clerk with copies of any documentation or other evidence, which they refer to at the meeting. The Clerk to provide the complainant with copies of any documentation upon which the council wish to rely on at the meeting. At the Parish Meeting: The council shall consider whether the circumstances of the meeting warrant the exclusion of the public and press. The decision on a complaint shall be announced at the council meeting in public. The Chairman to introduce everyone and to explain the procedure. Complainant (or representative) to outline the grounds for their complaint. Parish Council members to ask any questions of the complainant. If relevant, the Clerk to explain the Parish Council?s position. Parish Council members to ask any questions of the Clerk. The Clerk and complainant to be offered the opportunity of a last word. The Clerk and complainant to leave the room whilst the Parish Council members decide whether or not the grounds for the complaint have been made. The Clerk and complainant to return to the Parish meeting to hear the decision, or to be advised when the decision will be made. After the Parish Meeting: 15. The decision to be confirmed in writing by the Clerk within seven days together with details of any action to be taken.
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