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• Policies & Procedures

SEATON TOWN COUNCIL

CODE OF PRACTICE FOR HANDLING COMPLAINTS

(This Code of Practice is intended to cover complaints about the administration or procedures of Seaton Town Council. It is NOT intended to cover complaints about individuals, which will be dealt with through existing Town Council Employment or Standards Board policies. It is designed for those complaints that cannot be satisfied by less formal measures or explanations provided to the complainant by the Town Clerk, or other proper officer or chairman).

CODE OF PRACTICE 

Before the Meeting

1. The complainant will be asked to put their complaint about the Council’s administration or procedures, in writing, to the Clerk or other nominated proper officer.

2. If the complainant does not wish to put the complaint to the Clerk, or other proper officer, they will be advised to refer it to the Town Mayor.

3. The Clerk shall acknowledge the receipt of the complaint and will advise the complainant when the matter will be considered by the Council, or by any committee established for the purpose of hearing complaints.

4. The complainant shall be invited to attend the relevant meeting and may bring with them such representative(s) as they wish.

5. The complainant shall be asked to provide the Council with copies of any documentation that they wish to refer to at the meeting at least 7 clear working days before the meeting. The Council shall similarly provide the complainant with copies of any documentation upon which they wish to rely at the meeting.

At the meeting

1. The Council shall consider whether the circumstances of the meeting warrant the exclusion of the public and press. Any decision on a complaint shall be announced at the next Council meeting in public.
2. The Chairman will:
   1. Introduce everyone present
   2. Explain the procedure to be followed
   3. Outline the grounds for the complaint

3. Members will have the opportunity to ask any questions of the complainant

4. The Clerk, or other proper officer, will explain the position of the Council, if relevant.

5. Members will have the opportunity to ask any questions of the Clerk, or other proper officer.

6. The Clerk, or other proper officer, and the complainant will be offered the opportunity of a final address to the meeting (in this order).

7. The Clerk, or other proper officer, and the complainant shall be asked to leave the room while members decide whether or not the grounds for the complaint have been made. (If a point of clarification is necessary, both parties will be invited to return).

8. The Clerk, or other proper officer, and the complainant return to hear the decision, or to be advised when the decision will be made.

After the Meeting

1. All decisions taken shall be confirmed in writing within seven working days, together with details of any action to be taken.