What may be considered to be a complaint?

The following list indicates in general terms the range of complaints which fall within the procedure:

• Dissatisfaction with the way in which Council policies are carried out (as opposed to dissatisfaction with the policies themselves).
• Failure to consider relevant matters in coming to a decision.
• Failure to implement a decision.
• Complaints regarding the behaviour of individual employees.
• Failure to provide a service or the provision of poor quality services.
• Failure to fulfil statutory responsibilities.
• Biased or unfair discrimination.

What might not be considered a complaint?

The following will not follow the complaints procedure; but every attempt will be made to resolve them:

• Criticisms of or disagreements with Council policies or decisions themselves rather than the way they have been carried out.
• Complaints against individual employees where no other basis for criticism exists, other than the officer was implementing Council policy/decisions.
• A matter where there is an alternative means of solving the criticism, for example: 
• Appeal to a Panel or Committee of the Council.
• Appeal to an independent arbitrator, for example, Planning Appeals.
• Appeal to the Crown, Magistrates or County Court.
• A decision of the Council where regulatory powers are being exercised unless the criticism relates specifically to the way the matter has been administered.
• A matter which has or could reasonably be expected to be the subject of Court or tribunal proceedings or which is or could be placed in the hands of the Council’s insurers.
• Criticisms which constitute a disagreement with or a refusal to accept a rule of Law which the Council is applying.
• Criticisms over statutory duties administered.