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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:

Step 5.2

For: Inspector / Line manager

Is the complaint not for investigation?

If the complaint is not to be investigated:

On COIN:

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: 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
Updated 2020-12-14