Please visit our Freedom Of Information section for information on complaints concerning an FOI Request
A complaint can be received from anyone. Once a Computer Services Department (CSD) employee recognizes that a member of the public or fellow Civil Servant is not satisfied, they will inform her or him of the internal complaints procedure.
The complainant will be asked to complete a CSD Complaints Form and return it to the office. If it is not possible or feasible for complainant to complete the CSD's Complaints Form, then the staff member will write the complainant's details on the form and submit to CSD Complaints Manager. The CSD staff member should add any additional information about the complaint and complainant on the form.
Once the CSD Complaints Form is received by staff member, it is numbered and stamped with a date and forwarded to the CSD Complaints Manager. If the CSD Complaints Form was completed in person at the office, then the complainant would receive a copy of the stamped form with their complaint number. If a complaint form is received via any other method, then a copy of the stamped complaint form with complaint number along with a written notification of receipt is sent to the complainant.
All CSD Complaints Forms are forwarded to the CSD Complaints Manager by the close of business on the date that the Complaint Form was completed and/or received.
All complainants will be notified that a written response from the Complaints Manager, addressing the complaint will be sent within 10 working days. The written correspondence will include remedies and/or apologies where appropriate. The response will state that if the complainant is not satisfied with the response from the CSD Complaints Manager, then they should report their complaint to the Office of the Complaints Commissioner.
The CSD Complaint Form, along with all correspondences concerning the complaint, is to be filed in the CSD Complaints File for 7 years.
All Complaint Forms that are received, along with the outcomes, will be reviewed and discussed in a strictly confidential manner at staff meetings as an effort to improve service delivery.
Last Updated: 2008-11-29
Last Updated 2013-11-18