Feedback & Complaints Policy
- Introduction
- Purpose of the Policy
- How to make a Complaint
- Initial Complaint Procedure
- Escalation of Complaints
- Management Notification
- Investigation & Response
- Response to the Complainant
- Review by the Chief Probation Officer (CPO)
- How to give Positive Feedback
- Acknowledgment of Positive Feedback
- Contact Information
Introduction
The Jersey Probation and After-Care Service (JPACS) is committed to providing the highest level of service to its clients. JPACS includes the Jersey Family Court Advisory Service (JFCAS) and strives to meet the needs and expectations of its service users. However, there may be times when clients feel the service provided falls short of expectations. In such cases, we value your feedback and aim to resolve any issues as swiftly as possible.
Purpose of the Policy
This policy outlines the procedures for providing feedback or making a complaint to the Jersey Probation & After-Care Service, including JFCAS. It ensures that all complaints are handled in a timely, transparent and fair manner, while also welcoming positive feedback to foster continuous improvement.
How to make a Complaint
Initial Complaint Procedure
Whenever possible, complaints should first be raised directly with the officer involved in the matter. This allows for swift and informal resolution.
Escalation of Complaints
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If it is not possible to resolve the issue directly with the officer, or if you prefer not to approach them, complaints should be submitted in writing within 7 days to the relevant Team Manager (Probation/JFCAS) or Community Service Manager.
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If the complaint concerns one of the aforementioned managers, it should be submitted in writing to the Chief Probation Officer (CPO).
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Should the complaint involve the CPO, it should be addressed to the Chair of the Probation Board, Jurat Robert Christensen.
Management Notification
- Upon receiving a complaint, the relevant manager should notify the CPO, unless the complaint involves the CPO. This would typically be addressed in the weekly Management Meetings. For serious complaints, the CPO should be informed immediately.
Investigation & Response
- After investigating the complaint, the manager will inform the CPO of the outcome, providing a summary of the findings.
Response to the Complainant
The response to the complaint will:
- Clearly outline the complaint to confirm mutual understanding
- Describe the events and circumstances relating to the issue
- Provide a decision on whether the complaint is deemed fair or not, with justifications
- Offer an apology on behalf of JPACS (if the complaint is found to be justified) and detail the steps taken to prevent a recurrence.
- Respond within 25 working days of receiving the complaint. If more time is needed, the complainant will be informed in writing with an explanation.
- Inform the complainant that if they are dissatisfied with the response, they may escalate the matter by writing to the CPO within 14 calendar days of receiving the reply.
Review by the Chief Probation Officer (CPO)
If the complaint is escalated, the CPO will respond within seven days outlining how the escalated complaint will be investigated. A final response will be provided to the complainant within 25 working days.
How to give Positive Feedback
The Jersey Probation and After-Care Service encourages positive feedback from clients, referrers and partner organisations. Positive feedback helps recognise good service and motivate staff.
Acknowledgment of Positive Feedback
- The service will acknowledge any positive feedback via a letter or telephone call
- Staff members mentioned in positive feedback, or the service in general, will be informed and recognised for their contributions.
Contact Information
| Role | Contact |
|---|---|
| Team Managers - Probation | |
| Team Manager - JFCAS | Eleanor Green |
| Community Service Manager | Andy Le Marrec |
| Chief Probation Officer | Mike Cutland |