Introductory Text
PART I GENERAL
1.Title, commencement and application
2.Interpretation
3.General principles in handling complaints
PART II SETTING UP THE COMPLAINTS PROCEDURE
4.Duty to establish a complaints procedure
5.Senior Officer responsible for complaints
6.Complaints officer
7.Publicity
8.Information and training for staff
PART III NATURE AND SCOPE OF THE COMPLAINTS PROCEDURE
9.Persons who may make complaints
10.Matters about which complaints may be made
11.Matters excluded from consideration
12.Complaints subject to concurrent consideration
PART IV WORKING WITH OTHER AGENCIES
13.Complaints involving more than one body
14.Handling of care standards complaints
PART V HANDLING AND CONSIDERATION OF COMPLAINTS BY LOCAL AUTHORITIES
15.Making a complaint
16.Advice about the availability of advocacy services
17.Withdrawal of complaints
18.Local resolution
19.Formal consideration
20.Response
PART VI THE INDEPENDENT PANEL HEARING
21.The Independent Panel
22.Request for an independent panel hearing
23.Duty on local authorities to co-operate with the Assembly
24.Initial handling of request
25.Procedure of the panel hearing
26.Report of the panel
27.Response of the local authority
28.Complaint to the Ombudsman
PART VII LEARNING FROM COMPLAINTS
29.Monitoring the operation of the complaints procedure
30.Annual Report
PART VIII TRANSITIONAL PROVISION
31.Transitional Provision
Signature
Explanatory Note