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How to Put Things Right, What is a Complaint?
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The Board defines a complaint 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:
- failed to do something we agreed to do
- done something wrong
- acted unfairly or discourteously
- provided a service that is below the approved standard
Complaints can be made using any one of the following methods:
- in person
- in writing
- by fax
- by e-mail
- by telephone
- via comment cards
- by commenting on-line
The Board recognises the needs of people who may experience difficulties making a complaint. Information about the complaint system will reflect the needs of people from diverse cultural and linguistic backgrounds, as well as those with reading difficulties, sight or hearing impairments, or intellectual disability. As such, special requests for large print, audio tape or Braille versions or documents or translations in a language other than English will be facilitated.
