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Procedures in relation to complaints against a member of staff

In the normal course of events complainants shall be asked to put the details of the complaint in writing to the Director General. However, in particular circumstances, complaints may be made to the Office on the telephone, through persons calling to the Office or through correspondence i.e. letter, fax or e-mail.

If the matter appears to have sufficient substance the Director General shall designate an appropriate staff member to act as a Complaints Officer who will examine the complaint and make recommendations in relation to it to the Director General.

Documentation relating to the examination of the complaint should be held on a separate Office registered file and should not be held on the personnel file of the person complained against.

The staff member complained against shall be shown all evidence gathered, including the initial complaint, and shall be given the opportunity to respond to the Complaints Officer on such evidence.

Staff against whom a complaint has been made shall have an opportunity to comment on the final letter to the complainant before it issues in all cases.

If there is a disagreement between the staff member and the Complaints Officer on the outcome of the examination, the matter should be referred to the Director General for review. The decision of the Director General shall be final. However any decision reached will not affect any individuals rights under Finance Circular 11/2001 which outlines the revised procedure for dealing with grievance problems within the civil service.

The final letter should be cleared through the Director General and, if appropriate, the Ombudsman before issue.

Each complaint will be dealt with on its own merits and if upheld the form of redress shall be a matter for the Director General to determine on the recommendation of the Complaints Officer.

If a complaint is upheld, the Complaints Officer may recommend action to the Director General to avoid any recurrence of the circumstances complained about.