Complaints Handling Policy
Complaints Handling Policy
SECTION 1 -
Defining the activity subject to Section 1(1) of the Rural Needs Act (NI) 2016
1A. Name of Public Authority.
Causeway Coast and Glens Borough Council
1B. Please provide a short title which describes the activity being undertaken by the Public Authority that is subject to Section 1(1) of the Rural Needs Act (NI) 2016.
The Complaints Handling Policy is to assist public sector organisations implement a standardised and streamlined approach to managing and learning from complaints.
1C. Please indicate which category the activity specified in Section 1B above relates to.
Developing and implementing a Policy and Delivering a Public Service
1D. Please provide the official title (if any) of the Policy, Strategy, Plan or Public Service document or initiative relating to the category indicated in Section 1C above.
Causeway Coast and Glens Borough Council Complaints Handling Policy
1E. Please provide details of the aims and/or objectives of the Policy, Strategy, Plan or Public Service.
This document has been prepared as a part of a series of three documents that make up Causeway Coast and Glens Borough Council’s Complaints Handling Procedure (CHP) Parts 1-3. The CHP has been developed in line with the NIPSO Model Complaints Handling Procedure. This policy outlines how stakeholders can make a complaint and the procedure surrounding it.
1F. What definition of ‘rural’ is the Public Authority using in respect of the Policy, Strategy, Plan or Public Service?
Population Settlements of less than 5,000 (Default definition).
Details of alternative definition of ‘rural’ used. N/A
Rationale for using alternative definition of ‘rural’. N/A
Reasons why a definition of ‘rural’ is not applicable. N/A
SECTION 2 -
Understanding the impact of the Policy, Strategy, Plan or Public Service
2A. Is the Policy, Strategy, Plan or Public Service likely to impact on people in rural areas?
No If the response is NO GO TO Section 2E.
2B. Please explain how the Policy, Strategy, Plan or Public Service is likely to impact on people in rural areas.
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2C. If the Policy, Strategy, Plan or Public Service is likely to impact on people in rural areas differently from people in urban areas, please explain how it is likely to impact on people in rural areas differently.
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2D. Please indicate which of the following rural policy areas the Policy, Strategy, Plan or Public Service is likely to primarily impact on.
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If the response to Section 2A was YES GO TO Section 3A.
2E. Please explain why the Policy, Strategy, Plan or Public Service is NOT likely to impact on people in rural areas.
The policy will be applied consistently across the Borough and therefore will not impact on rural areas.
SECTION 3 -
Identifying the Social and Economic Needs of Persons in Rural Areas
3A. Has the Public Authority taken steps to identify the social and economic needs of people in rural areas that are relevant to the Policy, Strategy, Plan or Public Service?
No If the response is NO GO TO Section 3E.
3B. Please indicate which of the following methods or information sources were used by the Public Authority to identify the social and economic needs of people in rural areas.
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3C. Please provide details of the methods and information sources used to identify the social and economic needs of people in rural areas including relevant dates, names of organisations, titles of publications, website references, details of surveys or consultations undertaken etc.
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3D. Please provide details of the social and economic needs of people in rural areas which have been identified by the Public Authority?
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If the response to Section 3A was YES GO TO Section 4A.
3E. Please explain why no steps were taken by the Public Authority to identify the social and economic needs of people in rural areas?
The implementation of the policy has no bearing on social or economic needs of people in rural areas.
SECTION 4 -
Considering the Social and Economic Needs of Persons in Rural Areas
4A. Please provide details of the issues considered in relation to the social and economic needs of people in rural areas.
None.
SECTION 5 -
Influencing the Policy, Strategy, Plan or Public Service
5A. Has the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or delivery of the Public Service, been influenced by the rural needs identified?
No If the response is NO GO TO Section 5C.
5B. Please explain how the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or delivery of the Public Service, has been influenced by the rural needs identified.
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If the response to Section 5A was YES GO TO Section 6A.
5C. Please explain why the development, adoption, implementation or revising of the Policy, Strategy or Plan, or the design or the delivery of the Public Service, has NOT been influenced by the rural needs identified.
The policy recognizes that a complaint as “an expression of dissatisfaction by one or more members of the public about our action or lack of action, or about the standard of service provided by us or on our behalf.” This has no bearing on rural or urban areas.
SECTION 6 -
Documenting and Recording
6A. Please tick below to confirm that the RNIA Template will be retained by the Public Authority and relevant information on the Section 1 activity compiled in accordance with paragraph 6.7 of the guidance.
I confirm that the RNIA Template will be retained and relevant information compiled.
Rural Needs Impact Assessment undertaken by: Democratic & Central Services Manager
Division/Branch Corporate Services
Date: 11/12/2023
Rural Needs Impact Assessment approved by: Head of Capital Works, Energy, and Infrastructure
Division/Branch Director Corporate Services
Date: 13/12/2023