CCHA defines a complaint as “An expression of dissatisfaction about CCHA’s action, lack of action or standards of service, where an initial response has not proven satisfactory”.
This could include for example:
- A failure to provide a service
- Poor quality of service or a mistake that has been made
- Dissatisfaction with a staff member’s behaviour
- Being unfairly discriminated against
- Being charged an inappropriate cost for a service
- Dissatisfaction with a decision or the way that it was made
There are some matters that can’t be dealt with within our complaints procedure. Where possible we will refer these matters to a more appropriate person. These could include for example:
- Where 6 months or more has passed from the date the matter occurred
- Complaints by CCHA staff
- Legal action
- Reports or anti-social behaviour
- Appeals against policy decisions
- A first request for service, information or an explanation of our policies and procedures