Complaints Procedure

NEWTON ABBOT TOWN COUNCIL CODE OF PRACTICE HANDLING COMPLAINTS

Before the Meeting.

1. The complainant should be asked to put the complaint about the Council’s
   procedures or administration in writing to the Town Clerk.
2. If the complainant does not wish to put the complaint to the Town Clerk they
   may be advised to put it to the Mayor.
3. The Town Clerk shall acknowledge the receipt of the complaint and advise
   the complainant when the matter will be considered by the Council or by the
   Special Committee established for the purposes of hearing complaints.
4. The complainant shall be invited to attend the relevant Meeting and bring with
   them such representative as they wish.
5. 7 clear working days prior to the Meeting, the complainant shall provide the
   Council with copies of any documentation or other evidence, which they wish
   to refer to at 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
6. 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 Council Meeting in public.
7. Mayor or Committee Chairman to introduce everyone.
8. Mayor or Committee Chairman to explain procedure.
9. Complainant (or representative) to outline grounds for complaint.
10. Members to ask any question of the complainant.
11. If relevant, Town Clerk to explain the Council’s position.
12. Members to ask any question of the Town Clerk.
13. Town Clerk and complainant to be offered opportunity of last word (in this
    order)
14. Town Clerk and complainant to be asked to leave the Council Chamber while
    members decide whether or not the grounds for the complaint have been
    made. (If a point of clarification is necessary, both parties to be invited back).
15. Town Clerk and complainant return to hear decision, or to be advised when
    decision will be made.
    After the Meeting.
16. Decision confirmed in writing within 7 working days together with details of
    any action to be taken.