Report Summary
The Authority has a set of procedures that details how it will handle a relevant complaint to ensure transparency, equality of treatment, common understanding and public accountability.
As this document constitutes actual working procedures, it covers a significant amount of detail. However, it is hoped that by sharing the ‘how’ and the ‘what’ of its complaint handling, this will allow the Authority to focus its efforts on dealing effectively with all complaints. It also highlights what the Authority will do if there are complaints which do not fall within our remit, or if we consider a complainer’s actions to be unacceptable.
Guiding Principles
All complaints received by the SPA are assessed upon receipt and will be considered in terms of the SPA complaints handling procedures, which are aligned with the following Guiding Principles of effective and responsive complaints systems as set out in PIRC statutory guidance:
- Visible and accessible- a process that is open, transparent and available to everyone
- Independent- a system that incorporates an appropriate degree of independence
- Objective, impartial and fair- complaints must be dealt with objectively, impartially and fairly, with outcomes firmly based on evidence
- Quick and simple- a process that is efficient and can deliver effective results as quickly as possible
- User-focussed and accountable- a process which takes into account the needs of the individual and is open to scrutiny
- Values complaints and continuous improvement- complaints provide an opportunity to measure performance, improve service delivery and share lessons learned
