A complaint is defined as any expression of dissatisfaction about the Council service or action of a staff member that cannot be resolved at the first point of contact.
The first point of contact is the person who receives the information about the issue. There are a number of issues that can be resolved by the first point of contact person, eg, the applicant feels their application is taking too long to process, or issues with navigating our process.
Other issues, such as fees, or negative comments about a staff member are more likely to require escalation. The need for the issue to be escalated then identifies the issue as a complaint.