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Creating Complaints Handling Standards for NI Public Sector

Response to Consultation

Key points:

  • Robust engagement is required to understand the range and complexity of complaints and the regulatory or
    legislative responsibilities that each sector is subject to
  • Create an agreed definition of what is and what is not a complaint
  • 10-working day response timescale is more manageable and realistic for stage 1
  • Two formal investigation stages are still required to ensure that complex complaints are robustly addressed


Download NIFHA’s response to this consultation here