• The number of complaints received for the period April 2004-September 2004 show a decrease compared with the number received in the previous three years.
   
• There has been a marked decrease in the number of complaints about conduct and operational matters whilst the number of complaints about administration and crew responding have remained fairly constant.
   
• The standard of Complaint acknowledgement performance remains consistently high with the majority of complaints investigated within 14 days.
   
• No satisfaction questionnaires were returned during the period this year in respect of the way the complaints were handled. Complainants are informed however that the non-return of a questionnaire indicates that they will be deemed to be satisfied with the way in which the complaint was handled.
  
• There has been a slight increase during this period of the letters of appreciation received.

Complaints Analysis : April 2004 – September 2004 (PDF, 17kb)

IMPLICATIONS:

OPERATIONAL RISK	Where appropriate, personnel are reminded of correct procedures by the Officer in Charge.
COMMUNITY RISK	Essential that the service deals effectively with complaints to maintain a positive profile within the community.
TRAINING	Issues identified and appropriate action taken by officers in charge
H.R	None
FINANCE	Minimal direct costs, but complaints cost money in terms of liability, particularly with insurance and officer time to undertake investigations.
I.T/COMMS	None
EQUALITY & DIVERSITY	None
HEALTH & SAFETY	Concerns identified and addressed.
LEGAL	None

RECOMMENDATION:

That Members receive the attached report.

BACKGROUND PAPERS USED IN PREPARATION OF THIS REPORT:

Respond Complaints Database

Report Author and Designation	Judith Morris
Telephone number/Extension	Corporate Head of Policy and Member Support

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