Complaints may arise on any enquiry case as the very nature of
the work makes it inevitable.
Some people will try to complain about a compliance
caseworker’s behaviour because they know they are about to
discover their evasion.
In other instances, no matter how courteous the compliance
caseworker has been, the subject matter causes offence,
particularly enquiries into personal spending.
However mistakes are made. That is not surprising as enquiry
work is not easy. However, whatever the circumstances a compliance
caseworker must try to be fair and polite, no matter what the
provocation.
The attitude that because a purchaser has committed an
offence, or may have done so, they can be treated differently from
other members of the public may not be taken.
If someone does complain a compliance caseworker should refer
to the Customer Service Manual which also covers claims for
reimbursement of costs.
