Complaints
Stage 5: Decide whether to investigate complaint (HID and ND only)
Step
5.1
For: Inspector / Line manager
Is investigating the complaint in line with HSE’s
policy?
Decide whether the complaint should be investigated:
Note: a decision not to investigate a complaint must be made by
a Band 2 or above; a decision not to investigate because of insufficient
resources or other emerging priorities must be made
by a Band 1 or above
in OSD:
- Offshore Intervention Guide - policy to investigate
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Step
5.2
For: Inspector / Line manager
Is the complaint not for investigation?
If the complaint is not to be investigated:
- record the decision not to investigate and the reason(s)
- inform the complainant of the decision and the reason(s) and also
record this action
On COIN:
- create a Complaints case, add a note(s) to the case and close the case
For guidance on this, please see:
- COIN Guidance – Complaints
- COIN Guidance – Data Handbook - Complaints
- COIN Guidance – Quick guide to complaints
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Step
5.3
For: Inspector / Line manager
Is the complaint for investigation?
If the complaint is to be investigated:
- record the decision to investigate
- follow the appropriate steps in the investigation procedure, starting at the beginning of stage 3: prepare for the investigation
go to: step 3.1 of the investigation procedure
On COIN:
- create a Complaints case, amend the case status and relevant sections on the Primary page, add any notes, and assign the case to the
investigating inspector
For guidance on this, please see:
- COIN Guidance – Complaints
- COIN Guidance – Data Handbook - Complaints
- COIN Guidance – Quick guide to complaints
Performance standard:
Ensure the investigating inspector is made aware of the complaint
- within 3 working days, or
- immediately, where there is an obvious risk of serious personal
injury
