INTRODUCTION AND VALUES

The Parish seek to provide the highest standard of service to all its parishioners. We are committed to ensuring that our elected officers are guided by the following standards in PARISH Service whilst we undertake our duties.


Your feedback is important to us. We welcome you taking the time to tell us when we have got it right but, equally, when there are areas we could improve upon

We treat comments, compliments and complaints as an opportunity to learn and develop.

The purpose of this policy is to ensure that any comments, compliments or complaints received are recognised, listened to and acted upon promptly and fairly.

WHO THIS POLICY APPLIES TO

This policy applies to all parishioners and ratepayers who wish to comment, compliment or complain about our services or the conduct of our employees and elected officers. 

HOW TO CONTACT US

  • In person – our office hours are Monday- Friday between 08:45 am – 15:45 pm
  • Online Feedback from (How are We doing?)
  • Email us @ [email protected]
  • Or write to the Connétable at the Parish Hall.

All comments, compliments and complaints will be recorded and kept securely.

COMMENTS AND COMPLIMENTS

Whilst we aim for the highest standards, we appreciate that there may be times when you have not been satisfied with your experience and we want to hear from you.

Where possible, a complaint should be submitted as quickly as possible after the event and normally within one month of the event taking place (unless there are exceptional circumstances).

A complaint about an operational issue will be dealt with informally; this means our Parish staff will seek to resolve the issue quickly.  At that time, we will ask for your confirmation the issue has been resolved to your satisfaction.

If the matter cannot be resolved informally, we will ask you to put your complaint in writing to the Connétable so that the issue may be addressed formally.

HANDLING A COMPLAINT

All complaints will be handled sensitively and fairly. Every attempt will be made to ensure that confidentiality is maintained but if, in certain circumstances, this is not possible we will explain the reason to you

STAGE 1 – INFORMAL PROCEDURE

The informal procedure means our Parish staff will seek to resolve the issue quickly and appropriately. For example, if your bin has not been emptied, or you report a streetlight not working etc.

  • Contact the Parish Hall and provide details of the issue and your contact details.
  • At the time we will ask for your confirmation the issue has been resolved to your satisfaction.

We will do our best to ensure that any issues raised informally are resolved quickly.  Where this is not achieved the formal complaints’ procedure (below) should be followed to reach a satisfactory outcome.

STAGE 2 – FORMAL PROCEDURE

If your complaint relates to the following please notify the Connétable in writing of the complaint so that they may address the issue

  • an operational matter that cannot be resolved informally
  • any other service issue or
  • the conduct of our employees and elected officers.We will require –
  • details of the issue about which you are complaining and
  • your name and contact details.

You will receive an acknowledgement of your complaint within 5 working days of receipt.  We will endeavour to provide a full response within 20 working days. Where this is not possible and the matter remains under investigation, we will contact you with a progress report and an expected timescale of response.

A complaint relating to conduct will be dealt with as follows –

  1. All elected officers of the municipality – complaints about the conduct of an elected officer will be addressed by the Connétable.
  2. Honorary Police – complaints are dealt with in accordance with the Police (Complaints and Discipline) (Jersey) Law 1999 and the Police (Honorary Police Complaints and Discipline Procedure) (Jersey) Regulations 2000.
  3. Staff – complaints about the conduct of a member of staff will be addressed by the Connétable or Procueures du bien Public and inline with Employee Handbooks.

STAGE 3 – FURTHER STEPS

If you are not satisfied with the response from the Connétable, or your complaint relates to the Connétable, you may consider the following, depending on the issue.

Connétable

  • a complaint in the context of the Connétable’s Parish role – depending on the circumstances – may be a matter in respect of which the Royal Court can exercise its jurisdiction.
  • a complaint that there has been a breach of ‘a code’ by an ‘elected member’ of the States Assembly is investigated by the Commissioner under the Commissioner for Standards (Jersey) Law 2017.
  • Commissioner for Standards (https://statesassembly.gov.je for more information); E-mail: [email protected]; Address: c/o States Greffe, Morier House, Halkett Place, St. Helier, Jersey, JE1 1DD
  • All elected officers of the municipality – the Royal Court retains jurisdiction over all those elected or appointed to honorary parochial office and to whom it has administered the oath of office; for further advice on this option, contact the Law Officers’ Department.

Law Officers Department: Tel: 01534 441200; Address: Morier House, St Helier, Jersey JE1 1DD.

https://statesassembly.gov.je/Pages/complaints.aspx