Comments, compliments, complaints - Dorset Waste Partnership
We aim to provide the best possible waste management and cleansing services. It may not always be possible to meet all expectations but our response should always be prompt, helpful and courteous.
Dorset Waste Partnership complaints procedure
As the Dorset Waste Partnership (DWP), we aim to provide the best possible waste management and street cleansing services to our customers - this includes residents and businesses. Of course, it may not be possible to meet all expectations but our response should always be prompt, helpful, courteous and efficient.
Problems will arise from time to time and most will be sorted out by a simple discussion with DWP officers. If you have not previously raised your concern with the partnership, please contact the DWP by phone, email or letter and ask that action be taken. This will not normally be treated as a formal complaint.
However, if you feel that your issue has not been given proper attention or has been mishandled, you may wish to make a formal complaint.
Every formal complaint will be taken extremely seriously and regarded as an opportunity to learn and improve our service.
What is a complaint?
The DWP defines a formal complaint as 'any expression of dissatisfaction with DWP services which requires to be formally investigated and resolved'. It does not include simple contacts or enquiries to resolve commonplace service issues. Nor does it include unfavourable comments, where the complainant does not wish the matter to be formally investigated.
A formal complaint may be made as soon as a customer is dissatisfied or because the customer is not happy with the handling or outcome of an earlier expression of dissatisfaction and wishes to take the matter further.
For more information, you can read the DWP's complaints policy (pdf, 93kb) (opens in a new window) .
Who do I complain to?
Your complaint will be considered by either the Head of Strategy or Head of Operations depending upon the nature of the problem. We would encourage you to make your complaint firstly by telephone, as it would allow us an opportunity to discuss and take early action. You can find our contact details at the foot of this web page.
How long will I have to wait?
Your complaint will normally be acknowledged by return of post or via an email within one working day. Our aim is to respond in writing within ten working days of receipt of your complaint, but if there is to be a delay (for instance if the complaint requires investigation that cannot be completed within that time) we will let you know.
If I am not satisfied, what do I do next?
If you are not satisfied by the response from the relevant Head of Service, you may complain to the Director of the waste partnership, using any of the methods mentioned above. Your complaint will normally be acknowledged by return of post or via an email within one working day. The Director will aim to respond in writing within fourteen working days of receipt of your complaint, but if there is to be a delay we will let you know.
The Local Government Ombudsman
If you remain unhappy after receiving a response from the Director you can complain to the Local Government Ombudsman. The Local Government Ombudsman will consider complaints involving injustice caused by maladministration by the Dorset Waste Partnership, that is the way the case was handled as opposed to the decision itself.
You can obtain a Local Government Leaflet at Council offices or obtain a complaint form from the Local Government Ombudsman's website.
Unreasonable and persistent complainants
In a very few exceptional cases, councils experience unreasonable behaviour from complainants. In this case we will follow the policy (pdf, 93kb) (opens in a new window) which describes how we will deal with these complaints.