Complaints Procedure

Newton Abbot Town Council is committed to dealing with complaints fairly and transparently. The following procedure outlines the steps to be followed when a complaint is made about the Council’s procedures or administration.

Code of practice for handling complaints

Before the meeting

The complainant should be asked to put the complaint in writing to the Town Clerk.
If the complainant does not wish to contact the Town Clerk, they may instead write to the Mayor.
The Town Clerk will acknowledge receipt of the complaint and advise when it will be considered by the Council or by a specially established committee.
The complainant will be invited to attend the relevant meeting and may bring a representative of their choice.
At least 7 clear working days prior to the meeting, the complainant must provide the Council with copies of any documentation or evidence they intend to present.
The Council will also provide the complainant with any documentation it intends to rely upon at the meeting.

At the meeting

The Council will consider whether the circumstances warrant excluding the public and press.
Any decision made will be announced publicly at a Council meeting.
The Mayor or Committee Chairman will introduce everyone and explain the procedure.
The complainant (or representative) will outline the grounds for the complaint.
Members may ask questions of the complainant.
If relevant, the Town Clerk will explain the Council’s position.
Members may ask questions of the Town Clerk.
The Town Clerk and complainant will be given the opportunity to make a final statement, in that order.
Both the Town Clerk and complainant will then leave the chamber while the Council makes its decision.
If clarification is required, both parties may be invited back.
The Town Clerk and complainant will be informed of the decision, or advised when it will be made.

After the meeting

The Council’s decision will be confirmed in writing within 7 working days, along with any action to be taken.