90 civil servants swot up on dealing with complaints

| 31/03/2014

(CNS): The number of civil servants who signed up for a seminar on how to handle complaints may be an indication that the public doesn’t always go away happy when it has dealings with government. However with 90 internal complaints officers turning upfor the Office of the Complaints Commissioner’s (OCC) seminar earlier this month they are at least better equipped to handle dissatisfied customers. Officials said that the numbers attending the fourth annual seminar, which included a significant training component, was the best attended ever, and with 90 people from across the service a last-minute venue change was needed to accommodate them all.

Deputy Governor Franz Manderson endorsed the OCC venture and opened the seminar while training was provided by Julie Faulknor-Grant on “Difficult Complainants and How to Best Deal With Them”, and by Vaughan Carter of Solomon Harris and Juris Consulting on “Investigative Techniques”.

Brett Basdeo of Maples and Calder also spoke about the OCC Small Claims Handbook that he is drafting and updating for the OCC.

In the evening Governor Helen Kilpatrick handed out awards to civil servants for their efforts in dealing with complaints including Joseph Woods from the Port Authority and Tracy Ebanks, the development bank boss.

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  1. Anonymous says:

    The Internal Complaints Officers for all of Government were required to attend the seminar. It is NOT an indication of the number of complaints received by the public.

  2. Anonymous says:

    Should not be there a procedure in place already?

  3. Anonymous says:

    Complaints Officers are the “love children” of bureaucratic harassment!

  4. Anonymous says:

    90 complaints officer???? 90???? Would it not be cheaper to sort out the issues that result in complaints?

    • Anonymous says:

      For clarification; the role of Complaint's Officer is in addition to the civil servant's main duties; it is not their sole responsibility or job.

      • Anonymous says:

        Maybe 09.47 but needing 90 is not a good sign for the efficiency of the CS or CIG.

        • Anonymous says:
          Using your logic ,we would wait until there is a large fire before we recruit or train any firemen.Not a good idea.