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            "text": "Page 5 of 16",
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            "text": "2.0 What you can expect from the Council",
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            "text": "2.1 Newquay Town Council will:",
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            "text": "2.1.1 Listen and record the complaint and ensure that it is investigated promptly;"
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            "text": "2.1.2 Resolve the problem straight away, where possible;"
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            "text": "2.1.3 Aim to acknowledge receipt of the complaint within seven working days in normal circumstances;"
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            "text": "2.1.4 Advise the complainant if there is likely to be a significant delay while the matter is investigated and provide some indicative timescales; and"
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            "text": "2.1.5 Where possible assign the complainant a dedicated contact officer who can be contacted about the complaint whilst the process is underway."
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            "text": "3.0 Definition of Complaints",
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            "text": "3.1 A complaint is an expression of dissatisfaction about a service undertaken by Newquay Town Council or any of its employees or contractors. It can be minor, serious, formal, or informal."
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            "text": "3.2 More specifically, a complaint is where:"
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            "text": "3.2.1 The Council has not done something it has a duty to do or normally does"
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            "text": "3.2.2 The Council has done something it has no right to do or does not normally do as a matter of established practice"
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            "text": "3.2.3 The conduct or behaviour of an employee or contractor is unsatisfactory"
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            "text": "3.2.4 The established levels of service delivery are not reached"
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            "text": "3.2.5 A person does not understand or is not informed of why or how a situation arose or exists"
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