Item 14 - Appendix 1
West Dunbartonshire Council · 15 June 2022
Back to Audit Committee — 15 June 2022 and its agenda
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Appendix 1 West Dunbartonshire Council complaints closed 2020-21 2020-21 Stage Outcome Group West Dunbartonshire Council Sector Total Advice Discretion – alternative action proposed 0 1 Organisation not in jurisdiction 0 1 Premature 10 244 Subject matter not in jurisdiction 0 1 Unable to proceed 4 140 Total 14 387 Early Resolution Cause and impact test not met (s 5 (3)) 0 7 Discretion – alternative route used or available 1 7 Discretion – Insufficient benefit would be achieved by investigation 1 85 Discretion – alternative action proposed 2 17 Discretion - Good complaint handling 10 291 Discretion – referred back 0 25 Member of the public test not met (s 5 (6)) 0 1 Premature 1 11 Right of appeal to court/tribunal/Scottish ministers (s 7 (8)) 0 8 Subject matter not in jurisdiction 0 23 Time limit (s 10) 0 7 Unable to proceed 1 21 Total 16 503 Investigation Fully upheld 0 29 Not upheld 1 22 Some upheld 1 12 Total 2 63 Total Complaints 32 953
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West Dunbartonshire Council complaints closed 2019-20 2019-20 Stage Outcome Group West Dunbartonshire Council Sector Total Advice Complaint - Not duly made or withdrawn 6 248 Complaint - Out of jurisdiction (discretionary) 0 1 Complaint - Out of jurisdiction (non-discretionary) 0 8 Complaint - Outcome not achievable 0 1 Complaint - Premature 5 233 Total 11 491 Early Resolution Not duly made or withdrawn 3 42 Out of jurisdiction (discretionary) 2 49 Out of jurisdiction (non- discretionary) 1 44 Outcome not achievable 0 29 Premature 1 34 Proportionality 7 462 Resolved 0 13 Total 14 673 Investigation Fully upheld 0 29 Not upheld 0 30 Resolved 0 1 Some upheld 0 25 Total 0 85 Total Complaints 25 1249