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Published Delegated Executive Decisions

Welcome. This system contains information about published delegated executive decisions, including exemptions.

Decision Number: 0073 2014/15

Executive Portfolio:
IT, Communications and Human Resources
Decision Number:
0073 2014/15
Exempt / Confidential Item:
No
Ward(s) Affected:
All Wards
Declarations of Interest Received:
None
Title:
To approve policy on dealing with abusive, persistent or vexatious complaints and complainants
Summary of Decision:
To approve policy on dealing with abusive, persistent or vexatious complaints and complainants, which will support the Council's current Complaints Policy and to allow flexibility for amendments to the Policy, if necessary.
Proposed Decision:
To approve policy on dealing with abusive, persistent or vexatious complaints and complainants, which will support the Council's current Complaints Policy and to allow flexibility for amendments to the Policy, if necessary. This policy aims to contribute to our overall aim of dealing with all complainants in ways, which are demonstrably consistent, fair and reasonable. It sets out how we will decide which complainants will be treated as vexatious or unreasonably persistent, and what we will do in those circumstances. The policy is for the information of Council staff, staff in St Helens partner organizations, our Elected Members, as well as our customers and should be read in conjunction with the Corporate complaints procedures, adult social care and health complaints procedures and the CYPS complaints procedures, as appropriate. Given the complexities and challenges around the implementation of this Policy, that the ultimate decision to apply the policy, would be made by the Monitoring Officer, in consultation with the appropriate Director / Assistant Director.
Summary of Reason for Decision:
This policy aims to give our officers guidance and a framework in which to deal with exceptional complaints or complainants, which cannot be satisfied by the normal complaints procedure
Reason for Decision:
We have defined unreasonably persistent and vexatious complainants as those complainants who, because of the frequency or nature of their contacts with the council, hinder our consideration of their or other people’s complaints. Dealing with a complaint is usually a straightforward process, but in a minority of cases, people pursue their complaints in a way, which can either impede the investigation of their complaint or can have significant resource issues for the council. This can happen either while their complaint is being investigated, or once the council has finished dealing with the complaint. We are committed to dealing with all complaints equitably, comprehensively, and in a timely manner. We will not normally limit the contact which complainants have with council staff or offices, but there have been several occasions in recent times where particular complainants have bombarded Council officers with complaints, which when answered, have lead to further enquiries from said complainants, sometimes having no bearing on the original complainant, and sometimes questioning more personal information about the officers responding to them. We do not expect staff to tolerate unacceptable behaviour by complainants or any customer. Unacceptable behaviour includes behaviour, which is abusive, offensive or threatening and may include:- · Using abusive or foul language on the telephone · Using abusive or foul language face to face · Sending multiple emails · Leaving multiple voicemails We will take action to protect staff from such behaviour. If a complainant behaves in a way that is unreasonably persistent or vexatious, we will follow this policy in alignment with the Council’s current complaints procedure. To ensure that the policy is applied in the correct circumstances, a procedure will be put in place, which will be communicated to officers as guidance as part of the Complaints procedure. Appropriate training modules will be developed to compliment current complaints training, and will be rolled out to all appropriate council officers. Policy will be reviewed to allow for practical adjustments once operational.
Risks Associated with this Decision:
Officers will need to adhere to and seek advice as to when to use the vexatious policy in their consideration of responses to complaints. All appropriate officers will need to commit to training to understand fully
Measures to Redress Risk:
Training should be mandatory for nominated officers
Anti Poverty / Human Rights / Agenda 21 Implications:
None
Attachments:
Please Contact Karen Gillis - Ext 6917 for more details.