Corporate Development, Comments and Complaints

The NEELB is committed to improving the quality of services it provides to all users. We recognise that our customers and clients expect courtesy, promptness, an understanding of the level and types of service available and how they can make suggestions or complaints to improve service quality.

 

We believe that people who receive services provided by NEELB deserve a high level of service and we want everyone to be satisfied with the services we provide. In an operation our size, however, things sometimes do go wrong. We hope it does not happen very often but when it does we need to know about it so that we can put it right or perhaps change our procedures to prevent the same thing happening to someone else.

 

If you are not satisfied with the service you have received from us, we want to hear from you. This page outlines our comments and complaints procedure and tells you how to make a complaint.

 

 

A complaint is defined as; "an expression of dissatisfaction made by a customer about operational or policy matters which requires a response."

 

This expression of dissatisfaction could stem from a customer’s perception that the Board has:

 

 

 

A comment is a statement from a customer that:

 

 

 

To help customers make a comment or a complaint the “How to Put Things Right” leaflet is available from Board HQ Offices, public libraries and youth offices and other board locations.

Comments and complaints can be made using any one of the following methods:

 

 

Additional information regarding complaints is also available in the Board’s Customer Services and Standards Booklet which is displayed in all HQ offices, public libraries and Board locations.