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6.8 For the avoidance of doubt, the Council may elect to hold such meetings virtually where to do so would provide a more timely response/decision making and everyone has the facilities to do this effectively. The panel may make decisions without meeting the complainer if it deemed an appropriate action (at the panel's discretion).

7.0 Who Will Manage And Investigate Complaints

7.1 The Stages

Stage 1 (Decision by Senior Manager)

The complaint will be investigated by the Service Manager responsible for the area of Council business to which the complaint relates. A senior manager will handle the complaint and decision making. Should the complaint be related to the Service Manager, it will automatically be escalated to stage 2.

Stage 2 (Decision by Director)

The complaint will be investigated by a Senior Manager responsible for the area of Council business to which the complaint relates. A Director appointed by the Chief Executive will handle the complaint and decision making. Should the complaint be related to a Director, it will automatically be escalated to stage 3.

Stage 3 (Decision by Chief Executive)

The complaint will be investigated by the Chief Executive. The Chief Executive will handle the complaint and decision making. Should the complaint be related to the Chief Executive, it will automatically be escalated to the final stage.

Final Stage (Decision by Panel)

A Complaints Panel will be formed as outlined under 6.2 to either handle the complaint, or where action has been taken under Stage 3, the complainant seeks to appeal the decision.

Appeal