Complaints

Service Request

A service request may be defined as: "a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision"., whereas a complaint may be defined as: "an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals."

Service requests are not complaints but may contain expressions of dissatisfaction, and the Council should have the the opportunity to deal with a service request before a complaint is made.  If you are unsure, please do not hesitate to contact us.  If you submit a complaint that we deem to be a service request, we will ask the appropriate service to action it as a service request.  Should your matter persist, once reasonable time has elapsed, please do contact us further.