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