Complaints Procedure
Dungannon & South Tyrone Borough Council is committed to providing a high quality service to everyone we deal with and customersatisfaction is a key priority for Council staff and management.
We are committed to monitoring our performance in the provision of all our services and want to facilitate our customers to give us their views, ask questions and raise issues about the services we provide. All types of comments, whether good or bad, are important in helping us improve
the quality of our services.
We treat as a complaint any expression of dissatisfaction with our services which calls for a response and all complaints will be handled in a prompt and efficient manner.
All complaints will be acknowledged within three working days and all complaints which cannot be resolved immediately will be investigated and a formal reply sent within fifteen working days.
HOW TO SUBMIT A COMMENT OR COMPLAINT
You can choose one of four ways to submit your comment or
complaint.
1. TELEPHONE: Our telephone lines are open Monday to Friday 9.00am - 5.00pm. Ring the Human Resources Division Office on 87728125/8728126 or leave a message after hours.
2. IN PERSON: You can call into the Human Resources Division Office at 24 Northland Row, Dungannon on weekdays between 9.00am- 5.00pm or Council Offices Reception Point, Circular Road and request to speak to a Human Resources Staff member about a complaint.
3. IN WRITING: Write to Dungannon and South Tyrone Borough Council's Human Resources Division, 24 Northland Row, Dungannon, BT71 6AP.
4. EMAIL: Send your complaint or comment to human.resources@dungannon.gov.uk
5. Online: Send your complaint via the online complaints form click here to send us a complaint.
HOW WILL YOUR COMPLAINT BE HANDLED
STAGE 1 INITIAL COMPLAINT
Submit your complaint to the HR Division where it will be acknowledged within 3 working days. We will aim to have the complaint resolved by the relevant Division within 15 working days. In cases where the complaint needs further investigation you will be kept informed of progress on a regular basis. The HR division will ensure timescales are monitored.
STAGE 2 MY COMPLAINT HAS BEEN INVESTIGATED BUT I AM STILL NOT SATISFIED
If the Council Officer who has been dealing with your complaint fails to resolve the complaint to your satisfaction you should write directly to the Head of Human Resources at 24 Northland Row, Dungannon BT71 6AP who will review the investigation.
STAGE 3 THE INVESTIGATION OF MY COMPLAINT HAS BEEN REVIEWED BUT I AM STILL NOT SATISFIED
If your complaint has not been resoled to your satisfaction or you are not satisfied with the reply you should write to the Chief Executive at Council offices, Circular Road, Dungannon BT71 6DT. The Chief Executive will investigate the case further. As soon as this investigation is complate you will receive a letter informing you of his findings.
