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Introductory Text
PART 1 GENERAL
1.Title, commencement and application
2.Interpretation
PART 2 SETTING UP THE COMPLAINTS PROCEDURE
3.Duty to establish a complaints procedure
4.Senior officer responsible for complaints
5.Complaints officer
6.Publicity
7.Form of communication
8.Information and training of staff
PART 3 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.Matters subject to concurrent consideration
13.Time limit for making complaints
14.Withdrawal of complaints
PART 4 HANDLING AND INVESTIGATION OF COMPLAINTS BY LOCAL AUTHORITIES
15.Local authority action upon receiving a complaint
16.Local Resolution
17.Formal Investigation
18.Response
19.Complaints involving more than one local authority
PART 5 LEARNING FROM COMPLAINTS
20.Monitoring
21.Annual Report
PART 6 REVOCATION, TRANSITIONAL PROVISION AND AMENDMENTS
22.Transitional provision
23.Revocation
24.Amendments
Signature
Explanatory Note