Customer case management policy 2019

Summary

The Council welcomes the opportunity to hear from customers, and endeavours to put customers at the heart of service delivery.

In addition to regular consultation exercises with customers, the Council has in place a corporate Complaints, Comments and Compliments (CCC) Policy that ensures consistency in dealing with feedback from customers across all areas of the Council. The Customer Case Management Policy provides guidance to staff and sets out the process for handling unacceptable customer behaviour throughout the Council.