Comments, Complaints and Suggestions
Download this leaflet by clicking on the link below
Comments Complaints and Suggestions
Part One -
Our Values and Service Values
The Department has adopted five key qualities which collectively provide a standard which guides us in everything we do.
1. Customer Focus:
We provide a caring, responsible service with the customer as our first priority.
2. Teamwork:
We are working towards a common goal and support each other through trust, co-operation and communication.
3. Professionalism:
We have high standards and are efficient and effective in our business activities.
4. Accountability:
We are honest, reliable and consistent and take full responsibility for our actions.
5. Fairness:
We listen to our customers, treat them with respect and are non-judgmental and unbiased in our behaviour.
What do you think of our service?
Our aim is to provide a high standard of service and we know how important it is to get things right, so we are always looking for better ways of working. You can help by telling us what you think of our service.
We welcome all your comments, whether they are compliments, suggestions or complaints.
“Helping others, that’s what we do”
Part Two - How do we handle complaints?
If we have got something wrong, or if there is a problem with the way we are dealing with you, please let us know. The sooner you tell us, the sooner we can do something about it.
Making a complaint may seem difficult, but we want to make it as easy as possible for you.
The quickest and easiest way is usually to speak to someone in the Zone you have been dealing with. A phone call will normally be enough to put matters right, and we are always willing to call you back to save on your phone bills.
We aim to reply to complaints within 7 working days of receiving them. If we cannot give you a full reply within this time, we will tell you who is dealing with your complaint, what we have done so far, and when you can expect a full reply.
When you complain we will:
- deal with you in a friendly and professional way
- treat your complaint seriously and keep it confidential
- treat you no differently from other people because you have made a complaint
If we have made a mistake we will:
- correct the error
- explain what went wrong and why
- say sorry and learn from our experience
“The Customer is not an interruption, it is the reason we are here”
Part Three - Our complaints procedure
Step 1
When you have a complaint, it is usually best to contact the person you have been dealing with. However, if you prefer, you can contact that person’s team leader.
If the person you have been dealing with, or their team leader, cannot settle your complaint, you can contact their Manager. (Anyone in the Department who has been dealing with your enquiry can advise you on exactly who to contact).
If you wish to put your complaint in writing we have included a Comments and Suggestions form at the end of this leaflet.
You can choose how we reply to your complaint – by phone, e-mail, fax, letter, or a meeting.
To keep information confidential, we will not send e-mail replies that include personal details.
Our address is:
Social Security Department
P.O. Box 55
Phillip Le Feuvre House
La Motte Street
St. Helier
Jersey
JE4 8PE
Or contact us by telephone +44 (0) 1534 445505 or Facsimile +44 (0) 1534 445525
Step 2
If your complaint is not settled at Step 1, contact the Director responsible for the issue causing you concern. (The Contact Centre on 445505 will give you the name of the relevant Director). The Director will review your complaint and let you know the outcome.
Step 3
We hope most complaints will have been settled at Step 1 and 2. However, if you are not happy with the Director’s response at the end of Step 2, you can write to the Controller. To assist you we have included a Comments and Suggestions form at the back of this leaflet. If you would like help with this form you might consider contacting a local organisation such as the Citizens Advice Bureau.
The Controller will ask the Director to review your complaint and respond accordingly. The Controller cannot personally answer all complaints, but will make sure that your complaint has been thoroughly investigated, and you are kept fully informed of any outcome to this review. They will also ask to be kept informed of any outcome.
Part Four - What happens if you are unhappy with our decision about a particular benefit?
If you think you are not getting the right amount of benefit, or if you are not happy with a decision we have made, ask us to look at our decision again. Contact the Adjudication Section and request that your claim is reviewed.
Please note, you usually need to contact us within one month of the date of the letter giving you the decision.
After the Adjudication Officer has looked into the matter, if you are still not happy with our decision you may be able to appeal.
Details of how to Appeal will be included in the reply from the Adjudication Officer.
Part Five - Other help
If you feel that you would like to comment on any aspect of our service to the Community but you are unsure on how to go about this, you may like to contact a local organisation such as the Citizens Advice Bureau
Part Six - Further Information
This leaflet gives general information and does not try to give full details on any particular matter. It cannot be treated as a statement of the Law.
Please contact us if you have any questions or suggestions about the information contained in this leaflet.
Our staff are here to help you, please telephone us on 445505 or call into our office.
The Social Security Department is covered by the current Data Protection ( Jersey) Law.
Please note: calls to the Department may be monitored for training purposes.
To download the Comments and Suggestions form click on the link below:
comment_suggestion_form.pdf
