SCIG17170 - Quality commitments: Complaints: Role of the Complaints Manager

The main responsibilities are to investigate and resolve complaints by:

• examining and evaluating evidence from complainants and information within SI files
• interviewing relevant Departmental staff and complainants, as appropriate
• seeking advice from technical specialists where necessary
• responding to complainants
• making recommendations to the Director of SI in appropriate cases
• liaising with the Adjudicator’s office, the Ombudsman’s office and the Chairman’s office, as necessary
• making recommendations for improvements to procedures, training, guidance etc.

All complaints to SI should be recorded on ECCS (Enterprise Complaints and Correspondence System).