Complaints

Service Request

It is difficult to provide specific examples of service requests and complaints as each will vary according to their circumstances. However, 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 and we will confirm this in writing to you of the service area that will be responding to your request. Should your matter persist, or you remain dissatisfied with the outcome of your service request, you can make a more formal complaint through the complaints process.