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HomeMy WebLinkAbout2016-PAD-028 Responding to Concerns & Complaints COUNTY OF NEWELL - POLICY HANDBOOK POLICY NO: 2016-PAD-028 TITLE: RESPONDING TO CONCERNS & COMPLAINTS ADOPTED: September 22, 2016 (C-306/16) SUPERCEDES NO: 2008-PAD-028 TO BE REVIEWED: PAGE NO: 1 of 4 GENERAL STATEMENT: As an organization whose mandate is to provide for the protection of residents and property and to deliver a range of community based public services, the County recognizes the need to implement an effective method for responding to Concerns and or Complaints submitted. The objective is to ensure that efforts are focused on responding to and effectively resolving Concerns before they may escalate to formal Complaints that require a higher level response and consume more organizational time and resources. Concerns and Complaints may be received regarding a range of matters, each potentially triggering an individualized response. Upon receiving Concerns or Complaints, the basis and manner in which the County responds shall align with the following principles: 1) The County is committed to serving the greater needs of the general public. 2) These interactions with the public present an opportunity to fix problems, improve service, and better serve the public. (source: Toronto Ombudsman Complaint Handling Guide) 3) Sustained efforts on properly responding to and addressing concerns reduce the likelihood that if concerns are not properly addressed, they may escalate and become the subject of complaints that require an increased allocation of resources to resolve. The priority is to satisfactorily respond to concerns raised in anticipation of reducing the number of complaints that may be received. POLICY PURPOSE: This policy formalizes the approach that will be applied in response to Concerns or Complaints brought to the County’s attention by members of the public. The objective in responding to Concerns is to ensure the matter has been quickly reviewed and effectively resolved to the extent possible. The objective in responding to Complaints is to ensure that Complainants feel they have been dealt with fairly and respectfully and that measures have been, or will be implemented to improve future outcomes. COUNTY OF NEWELL - POLICY HANDBOOK POLICY NO: 2016-PAD-028 TITLE: RESPONDING TO CONCERNS & COMPLAINTS ADOPTED: September 22, 2016 (C-306/16) SUPERCEDES NO: 2008-PAD-028 TO BE REVIEWED: PAGE NO: 2 of 4 POLICY APPLICATION: This policy applies to communications received from the public that may relate to: 1) municipal infrastructure, 2) services provided, 3) enforcement of existing statutes & bylaws (including land use related matters), 4) issues regarding the County’s regulatory role, 5) other matters for which the complainant feels the County may have a responsibility. Concerns defined: “A concern is information, which once brought to the attention of an organization, should be acted upon in a timely manner to correct a specific problem.” Concerns can generally be quickly resolved at front line levels within the organization. Complaints defined: “A complaint is an expression of dissatisfaction, either written or oral, made by or on behalf of a user of a service about an organization’s rules, policies, procedures, or practices.” (source: Toronto Ombudsman Complaint Handling Guide) Complaints may result from concerns that have not been addressed to the satisfaction of the party involved and are likely to require additional effort to review and resolve. Commitment to Inform Parties Involved: The County will utilize a variety of media methods to inform the public that the County encourages the submission of Concerns that individuals may observe, or formal Complaints that will likely require investigation and follow up by members of the management team. The likelihood that individuals will actively participate in a voluntary community based monitoring role will be higher when feedback is provided. For that reason, it is important to ensure that feedback mechanisms are embedded within processes applied by the County in response to Concerns received. The primary purpose for providing feedback is to inform parties regarding the outcome of Concerns and encourage continued participation as monitors in the community. The guiding principle applied when responding to Complaints is that Complainants have a right to know how the organization is responding to the matter they have brought forward. Complainants shall be advised that the County has a formal policy that outlines the manner in which Complaints are dealt with, which includes their right to elevate their Complaint if they are not satisfied with the initial response provided. COUNTY OF NEWELL - POLICY HANDBOOK POLICY NO: 2016-PAD-028 TITLE: RESPONDING TO CONCERNS & COMPLAINTS ADOPTED: September 22, 2016 (C-306/16) SUPERCEDES NO: 2008-PAD-028 TO BE REVIEWED: PAGE NO: 3 of 4 Organizational Roles: Council’s role is to review and approve policy and ensure that adequate resources have been allocated for implementation. Management’s role is to implement systems and processes pertaining to the policy. Front line staff shall ensure the initial steps in the process have been completed which includes informing those involved about the County’s commitment to follow up on Complaints and, where additional information regarding this policy and their right to escalate Complaints can be accessed. Escalation: Individuals shall be informed that if their Concern or Complaint has not been addressed to their satisfaction, they may elevate the matter to the Department Head, and if necessary to the CAO and or County Council for further review and follow up. If additional follow up is requested, the matter can be escalated in accordance with the provisions of this policy. For Complaints pertaining to staff, the matter shall first be referred to the staff member’s Supervisor for investigation and follow-up. Receiving Concerns and Complaints: The County acknowledges that Concerns and Complaints may be submitted via a variety of methods including; letters, email, phone, in person, via the Newell Connect App, or through social media tools utilized to gather or share information from/with the public. Verbal Concerns or Complaints will be documented to ensure there is a written record of the matter. Anonymous Submissions: Where no name or contact information has been provided, anonymous Concerns and Complaints will be referred to Department Heads to determine if a formal response will be initiated. COUNTY OF NEWELL - POLICY HANDBOOK POLICY NO: 2016-PAD-028 TITLE: RESPONDING TO CONCERNS & COMPLAINTS ADOPTED: September 22, 2016 (C-306/16) SUPERCEDES NO: 2008-PAD-028 TO BE REVIEWED: PAGE NO: 4 of 4 Logging, tracking progress, responding to, and closing complaints: Upon contact having been made with an internal County representative, that person shall refer the matter to the appropriate Department or Supervisor. To ensure proper follow up can be provided, information conveyed will include contact details for the Submitter unless said information is not available. After the matter has been addressed, the initiating party who raised the Concern or Complaint shall be informed of the outcome. This direct follow up may not be necessary if immediate and clearly evident corrective action has been taken in response to a concern submitted. In the event of a complaint having been submitted, a formal response shall be provided to the Complainant. Where possible, internal processes and systems used to log issues will include auto generated feedback mechanisms utilized to complete the communication loop after a file has been closed regarding a Concern or a non staff related Complaint submitted. Given the confidential nature of staff-related complaints, the process of responding to and providing feedback will be subject to provisions of other internal organizational processes that apply when dealing with personnel matters. Nuisance and Unsightly Property Concerns and Or Complaints: Complaints regarding nuisance or unsightly property related matters must be submitted in writing or via other formal means to ensure there is an official record of the Complaint having been submitted. The County will only investigate, and if required, take action on Complaints regarding nuisance and unsightly premises if such a Complaint is in writing. Review of Policy: This policy shall be reviewed and / or updated by Council before the end of the year after each municipal election.