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Complaints

Introduction

This procedure describes how HSE handles complaints against dutyholders: from initial receipt, through follow up, to a decision whether or not to formally investigate.

Purpose

To provide a common, transparent procedure for HSE Operational Group staff to handle complaints consistently and enable HSE to fulfil its duties under the Health and Safety at Work Act.

Scope

This procedure covers handling of all complaints by HSE from receipt to completion. It does not cover issues raised during a general discussion on site. These would not normally be classed as a complaint but would be dealt with as part of the site visit.

Definitions

A complaint is a concern, originating from outside HSE, in relation to a work activity for which HSE is the enforcing authority, that is sufficiently specific to enable identification of the issue and the dutyholder and/or location and that either:

Policy

HSE's policy is to investigate every such complaint received unless:

HSE will not investigate where:

In the following exceptional circumstances HSE may decide not to investigate where:

A decision not to investigate because of inadequate resources or other emerging priorities must be made by a Band 1 or above.

Roles and responsibilities

Complaints / Working Time Officers should:

Inspectors should:

All staff should:

Line managers should:

Procedure overview

An overview of the procedure is provided in the attached flowcharts.

Monitoring

Line managers should ensure, via normal management activity, that those involved in operating this procedure carry out their responsibilities in line with the standards and timescales described. However, they should make sufficient documented checks to satisfy themselves, and to prove to any subsequent audits, that the procedure is being operated correctly.

Updated 2010-05-20