Item 10 Appendix 1 - Audit Complaints Report 2023-24
West Dunbartonshire Council · 4 December 2024
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ITEM 10 APPENDIX 1 West Dunbartonshire Council complaints closed 2023-24 Stage Outcome Group Total Advice A&G - Complaint submissions - mature 0 A&G - Complaint submissions - premature 10 A&G - Enquiries 6 Organisation not in jurisdiction 0 Total 16 Early Resolution Cause and impact test not met (s 5 (3)) 0 Discretion – Insufficient benefit would be achieved by investigation 2 Discretion – Alternative action proposed 0 Discretion – Alternative route used or available 0 Discretion – Good complaint handling 4 Discretion – Referred back 1 Discretion – Resolved - both parties satisfied with proposed outcome 0 Member of the public test not met (s 5 (6)) 1 No response to contact 0 Organisation not in jurisdiction 0 Premature 0 Right of appeal to court/tribunal/Scottish ministers (s 7 (8)) 0 Subject matter not in jurisdiction 1 Time limit (s 10) 1 Unable to proceed 0 Total 10 Investigation Fully upheld 1 Not duly made or withdrawn 0 Not upheld 1 Resolved 1 Some upheld 0 Total 3 Total 29
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Appendix 1 (Cont’d) West Dunbartonshire Council complaints closed 2022-23 Stage Outcome Group Total Advice A&G - Complaint submissions - mature 1 A&G - Complaint submissions - premature 3 A&G - Enquiries 6 Organisation not in jurisdiction 0 Unable to proceed 0 Total 10 Early Resolution Cause and impact test not met (s 5 (3)) 0 Discretion – Insufficient benefit would be achieved by investigation 2 Discretion – alternative action proposed 0 Discretion – Alternative route used or available 0 Discretion - Good complaint handling 0 Discretion – referred back 1 Discretion - Resolved - both parties satisfied with proposed outcome 0 Member of the public test not met (s 5 (6)) 0 Organisation not in jurisdiction 0 Premature 0 Right of appeal to court/tribunal/Scottish ministers (s 7 (8)) 0 Subject matter not in jurisdiction 3 Time limit (s 10) 0 Unable to proceed 0 Total 6 Investigation Fully upheld 1 Not duly made or withdrawn 0 Not upheld 0 Resolved 0 Some upheld 0 Total 1 Total 17