Customer feedback policy complaints handling guidance (FOI)

Request

A

I would like a copy of the staff manual that provides guidance on complaints handling under the Customer Feedback Policy.  A manager of the Patient Advisory Liaison Service (PALS), advised me of its existence in an email dated 17 December 2021.

B

The department that prepares the Customer Feedback Policy.

C

If possible, the name of the head of that department or title of the head of that department and their contact details. 

Note: The staff manual is not made available to the public but is overriding the Customer Feedback Policy and is therefore detrimental to the public's benefit.

Response

A

A copy of this document is attached for reference. It is important to note that this is an internal document designed to help colleagues navigate the customer feedback management system that we use and to ensure that they are managing complaints (and other feedback) in the best way possible. This document was not designed to be customer facing, so is very process focused. Personal information has been redacted in accordance with Article 25 of the Freedom of Information (Jersey) Law 2011.

 Complaints Handling Manual

B

The department that prepares the Customer Feedback Policy is Customer and Local Services.

C

Sophie Le Sueur is the Group Director, Customer Services and her email address is s.lesueur@gov.je 

D

In response to the note (the staff manual is not made available to the public but is overriding the Customer Feedback Policy and is therefore detrimental to the public's benefit) as mentioned above the manual is designed to help staff manage feedback in the best way possible and aligns fully with the Customer Feedback Policy. 

Article applied

Article 25 - Personal information

(1) Information is absolutely exempt information if it constitutes personal data of which the applicant is the data subject as defined in the Data Protection (Jersey) Law 2018. 

(2) Information is absolutely exempt information if – (a) it constitutes personal data of which the applicant is not the data subject as defined in the Data Protection (Jersey) Law 2018; and (b) its supply to a member of the public would contravene any of the data protection principles, as defined in that Law.

(3) In determining for the purposes of this Article whether the lawfulness principle in Article 8(1)(a) of the Data Protection (Jersey) Law 2018 would be contravened by the disclosure of information, paragraph 5(1) of Schedule 2 to that Law (legitimate interests) is to be read as if sub-paragraph (b) (which disapplies the provision where the controller is a public authority) were omitted.