Investigating Officer Training at Stage 2 - Corporate Complaints Process

Croeso Welcome Hyfforddiant Ymchwilio Cam 2 i swyddogion Stage 2 Investigating Officer training

Introducing our participants Cyflwyno r cyfranwyr Llinos Evans, Rheolwr Polisi a Chynnwys Llinos Evans, Policy & Involvement Manager Kate Harrop, Rheolwr Cwynion a Phartneriaethau Kate Harrop, Partnership and Complaints Manager Helen Davies, Swyddog Cwynion Corfforaethol Helen Davies, Corporate Complaints Officer Hywel Phillips, Swyddog Cwynion Corfforaethol Hywel Phillips, Corporate Complaints Officer

Our objectives Amcanion ein gweithdy Datblygu dealltwriaeth drylwyr o'r broses gwyno ffurfiol Cam 2 o dan Bolisi Cwynion Corfforaethol y Cyngor Datblygu dealltwriaeth drylwyr o r l y Swyddog Ymchwilio Dod i ddeall egwyddorion cynnal Ymchwiliad Cam 2 I esbonio'r gefnogaeth sydd ar gael wrth y T m Cwynion Corfforaethol. I . To develop a thorough understanding of the Stage 2 formal investigation process of the Council s Corporate Complaints Policy To establish an understanding of the role of the Investigating Officer To establish an understanding of the principles of undertaking a Stage 2 investigation To explain the support available from the Corporate Complaints Team.

The Corporate Complaints Process Y Broses Gwynion Corfforaethol Stage 1 Informal Resolution Cam 1 - Datrysiad Anffurfiol Cam 2 - Ymchwiliad Ffurfiol Stage 2 Formal Investigation

Role of the Corporate Complaints Team R l R l y y T m Cwynion Cwynion Corfforaethol Corfforaethol T m To provide: I ddarparu: Background information on the Gwybodaeth gefndirol ar y gwyn complaint and a template report a thempled adroddiad Cyngor a chefnogaeth i'r SY drwy Advice and support to the IO ystod yr ymchwiliad throughout the investigation

Role of the Stage 2 Investigating Officer R l y Swyddog Ymchwilio Cam 2 Be independent and impartial Look at the problem from the complainant s point of view Ask questions and challenge if necessary Aim to complete in 20 days When that is not possible, contact the complainant Bod yn annibynnol a diduedd Edrych ar y broblem o safbwynt yr achwynnydd Gofyn cwestiynau a herio, lle bo'n briodol Anelu at gwblhau mewn 20 niwrnod Pan nid yw'n bosib, cysylltu 'r achwynnydd

Conducting an investigation Cynnal ymchwiliad Step 1 Confirmation of complaint Cam 1 Cadarnhau'r gwyn Cadarnhau'r canlyniad(au) a ddymunir Confirmation of outcome(s) sought Cam 2 Cyfweld 'r unigolion priodol i ganfod y ffeithiau Step 2 Interview relevant individuals to find out the facts

Conducting an investigation Cynnal Ymchwiliad Step 3 Review any relevant evidence Cam 3 Adolygu'r dystiolaeth briodol Step 4 Complete report Cam 4 Cwblhau'r adroddiad

Investigation Report Adroddiad Ymchwiliad Yn seiliedig ar dystiolaeth, gyda chyfraniad gan bawb sydd ynghlwm Mor glir a phosib am y ffeithiau Cynnwys eich barn fel SY Yn gryno a dealladwy Yn glir - ffeithiau a barn Evidence based, with contribution from all parties involved As clear as possible about the facts Include your view as IO Concise and easily understandable Clear facts and opinion

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad Cwyn Crynodeb o'r gwyn, fel cytunwyd gyda'r achwynnydd Pan fo mwy nag un elfen, rhaid eu rhestri a'u rhifo Complaint Complaint Summary of complaint, as agreed with complainant Where more than one element, list and number them Canlyniad Fel cytunwyd gyda'r achwynnydd Outcome sought Outcome sought As confirmed by the complainant

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad Summary of investigation Summary of investigation List those interviewed who impacted on findings Crynodeb o'r ymchwiliad Rhestr o'r rhai a gyfwelwyd sy'n cael effaith ar y canfyddiadau Gorolwg o'r ohebiaeth a ddarllenwyd Polis au neu weithdrefnau a adolygwyd Overview of correspondence read Policies or procedures reviewed

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad Cefndir y gwyn Background to complaint Background to complaint Disgrifiad byr / cronoleg o ddigwyddiadau yn arwain at y gwyn Brief description / chronology of events leading to the complaint

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad Findings Findings Against each element of the complaint and give views as appropriate Canfyddiadau Yn erbyn pob elfen o'r gwyn a chynnig barn fel sy'n briodol Cadarnhau penderfyniad ar bob elfen ac os yw'r gwyn wedi ei chadarnhau / heb ei chadarnhau Confirm decision on each element as upheld or not upheld and reasoning Llunio argymhellion, os yw'n briodol If appropriate, make recommendations

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad Conclusion Conclusion Overview and reasoning behind overall decision Casgliad Gorolwg a'r rhesymeg y tu l i'r penderfyniad Rhestri unrhyw argymhellion Cwblhau'r tabl 'Crynodeb o faterion ac argymhellion' List any recommendations Complete Summary of Issues and Recommendations table

Completion of the Investigation Report Cwblhau'r Adroddiad Ymchwiliad The final steps The final steps Y camau olaf Adroddiad drafft i'r Uwch Reolwr/Pennaeth Gwasanaeth er mwyn gwirio ffeithiau a chytundeb Diwygio os oes angen E-bost at y T m Cwynion Corfforaethol i'w adolygu Yr adroddiad yn cael ei ddanfon gan y T m Cwynion Cadw dogfennaeth Draft report to Senior Manager/Head of Service for fact checking and acceptance Amend if necessary Email to Corporate Complaints Team for review Report issued by Complaints Team Retain documents

Unrhyw gwestiynau Any questions

Thank You Diolch complaints@carmarthenshire.gov.uk cwynion@sirgar.gov.uk

Astudiaeth Achos / Case Study Ar y 7fed o Chwefror, gwneuthum g yn am dyllau yn y ffordd a methiant y Cyngor i gynnal y Briffordd yng nghyffiniau fy nh FS-Case- 999999999. Ar 9 Chwefror cefais ymateb i ddweud bod y mater wedi ei ddatrys. Gan fod nifer o dyllau a diffygion ar y ffordd o hyd nid oedd y mater wedi cael ei ddatrys. Ar y 27ain o Chwefror fe wnes i g yn ffurfiol am y ffaith nad oedd y gwaith wedi ei wneud a bod ymateb y cyngor ei fod wedi ei wneud yn gelwydd. Gofynnais i ymchwiliad gael ei gynnal i'r ffaith ei bod yn ymddangos bod y Cyngor yn adrodd yn dwyllodrus bod gwaith atgyweirio wedi'i wneud pan nad ydyn nhw wedi gwneud hynny. Gofynnais hefyd am fanylion clir a manwl gywir o'r camau nesaf o wneud cwyn cyn mynd at yr ombwdsmon. Ar y 5ed o Fawrth cefais e-bost hir gan Mr John Smith yn honni bod y gwaith atgyweirio wedi'i gwblhau ac ati. Mae r tyllau dal yna, ond dywedodd "Er y byddai'r neges yn gywir o ran atgyweiriadau twll critigol a gwblhawyd o fewn 2 awr, nid yw'n egluro bod rhai gwaith wedi'urhaglennu i'w atgyweirio." Ni wnes i adrodd tyllau critigol, fe wnes i adrodd a chwyno am wahanol ddiffygion a thyllau a nododd eich ymateb "Fe wnaethoch chi adrodd twll, cyfeirnod FS-Case-123456789 ar 06/02/2024. Datryswyd y mater ar 09/02/2024. Yn syml, celwydd amlwg oedd yr ymateb y cafodd ei ddatrys, mae tyllau yn y ffordd o hyd ac mae'r Cyngor yn methu yn ei ddyletswydd i gynnal y Priffyrdd. Felly, rwy'n gofyn i rywun gynnal ymchwiliad ffurfiol i'r mater a pham mae'r cyngor yn honni bod cwynion yn cael eu datrys pan nad ydynt. Efallai y byddai'n ddefnyddiol pe bai rhywun yn cysylltu mi i drafod y mater. Byddaf yn aros nes y byddaf yn derbyn eich ymateb, ond os nad yw'n foddhaol byddaf yn ysgrifennu at Ombwdsmon Cymru. Fel y dywedais, mae'r ffordd yn dal yn frith o dyllau a diffygion. Unrhyw gwestiynau

Astudiaeth Achos / Case Study On the 7thFebruary I made a complaint about potholes and the Council s failure to maintain the Highway in the vicinity of my house FS-Case- 999999999. On the 9th February I received a response to say that the matter had been resolved. As there were still numerous potholes and road defects the matter had not been resolved . On the 27thFebruary I made a formal complaint about the fact that the work had not been done AND THAT THE COUNCIL s RESPONSE THAT IT HAD BEEN DONE WAS A LIE. I asked that an investigation be carried out into the fact that the Council seem to be fraudulently reporting repairs have been done when they have not. I also asked for clear and precise details of the next stages of making a complaint before going to the ombudsman. On the 5th March I received a long email from Mr John Smith claiming that the repairs had been completed etc.. They have not there are still potholes but he stated Whilst the message would be accurate in terms of critical pothole repairs completed within 2 hrs, it doesn t explain that some works have been programmed for repair. I did not report Critical potholes, I reported and complained of various defects and potholes and your response stated You reported a Pothole, reference FS-Case-123456789 on 06/02/2024. The issue has been resolved on 09/02/2024. Quite simply the response that it has been resolved was a blatant lie, there are still potholes in the road and the Council is failing in it s duty to maintain the Highway. Thus I am asking that someone undertakes a formal investigation into the matter and why the council is claiming complaints are resolved when they are not. It might be useful if someone where to actually contact me to discuss the issue. I shall wait until I nave your response but if it is not satisfactory I shall be writing to the Ombudsman for Wales. As I say the road is still littered with potholes and defects. Unrhyw gwestiynau

Astudiaeth Achos / Case Study From: John Smith Sent: 05 August 2023 11:27 To: Complaints@carmarthenshire.gov.uk Subject: Complaint Hi there, my names is Mr Smith, a few weeks ago I had a parking ticket in llanelli Town center outside lextan llanelli. I totally understand i was at fault and I knew i had to pay the parking ticket, but I would like to tell you how the car parking ticket man Unrhyw gwestiynau was really unprofessional at his job as he was giving me a ticket he was laughing at me in my face and making me feel very uncomfortable which I will never be attending llanelli Town center again, as I suffer really bad mental health issues he has really upset me and set me back! I totally understand i was in the wrong and had to pay for my parking ticket but that wasnt a problem I was always going to pay it. The work man number is number **, my reg plate is AB12 XYZ, this has caused a massive set back in myself i dont think he should be in this job at all, please can y take the time to read my email and get back to me ASAP, no one should ever be made to feel this uncomfortable and not return to my favourite shopping place where I felt my best. I look forward from hearing back from you. Kind regards Mr Smith.