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Complaints

The Internal Complaints Process exists to respond to complaints received from clients and members of the general public concerning the National Pensions Office and to use customer feedback as a tool for increasing efficiency and effectiveness.

What is a complaint?

A complaint is an expression of dissatisfaction about a service offered or provided; an advice; or any maladministration.

What is maladministration?

Maladministration includes delay in taking action, incorrect action, failure to provide information, failure to compile and keep proper records, failure to investigate, failure to deal with letters or other enquiries, making misleading or inaccurate statements, lack of co-operation, action or proper liaison between departments, and finally, failure to consider possible courses of action.

What are my rights and responsibilities?

You are entitled to fair and courteous treatment, timely and accurate advice, privacy and confidentiality and to be supplied with reasons for decisions.

In return your responsibilities include treating all staff with courtesy and respect and informing us if you are unable to make an appointment or are delayed.

Last Updated: 2007-04-26