Please visit our Freedom Of Information section for information on complaints concerning an FOI Request
Government Information Services (GIS) strives to satisfy the needs of the public. But we realise that sometimes we make mistakes, and that sometimes people are not happy with what we have done.
Our policy for handling complaints is set out below.
We define a complaint as "an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by GIS staff that affects a member or members of the public."
A form has been developed to help you to talk with us about your complaint. This form can be e-mailed to you, or picked up at GIS, located on the 2nd floor of the Government Administration Building (Elgin Aveune).
You can submit your form:
Please mark your submission as "confidential", and address it to:Chief Information Officer Suzette Ebanks
The Chief Information Officer will review your complaint, and determine who in GIS is best suited to resolve it. This decision will be based upon reasons that may include the sensitivity of your complaint; potential conflicts; or complexity.
Regardless of who is given the responsibility to resolve your complaint, GIS staff will try to resolve it as soon as we receive it. But if the matter cannot be resolved immediately, we will write to you to acknowledge receipt of your complaint within five working days of it being lodged, and then provide a fuller written response.
We will send you a written response to your complaint, GIS staff will try to resolve it as soon as we receive it. But if the matter cannot be resolved immediately, we will write to you to acknowledge receipt of your complaint within five working days of it being lodged, and then provide a fuller written response.
We will send you a written response to your complaint within 25 working days of it being lodged. This either could be our final response to your complaint, or a progress report of how we are investigating your concerns.
If we send a progress report, we will continue to provide you with further progress reports, until your complaint has been dealt with.
If we have not acknowledged your complaint within five days of receiving it, or have not provided you with a full written response within 25 days, then we will write to you, explaining the reasons why. We also will give you an expected final response date.
If your complaint is found to be justified, we will write to apologise to the people concerned, and if necessary, the matter will be reported to the Chief Officer of Cabinet Office to consider remedial action.
We will investigate anonymous complaints in the same ways outlined above, and seek to put things right if the complaint is found to be justified.
However, if an anonymous complaint involves alleged misconduct by a member of staff which, if proven, would be grounds for disciplinary action, then the appropriate officer responsible for disciplinary matters will investigate the complaint.
If you are not satisfied with our response to your complaint, you may contact the Ombudsman Contact. The Complaints Commissioner is an independent person who investigates allegations of maladministration that may cause injustice to the person who has complained.
Last Updated: 2017-17-01