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WQ.37/2020
WRITTEN QUESTION TO THE MINISTER FOR THE ENVIRONMENT BY DEPUTY M.R. HIGGINS OF ST. HELIER
ANSWER TO BE TABLED ON TUESDAY 21st JANUARY 2020
Question
Will the Minister advise members how many complaints were made against the Environment and Planning Departments each year from 2016 to 2019; and will he explain the nature of those complaints and state whether or not they were upheld?
Answer
The total complaints recorded in the Department of the Environment's complaint register is as follows:
• 2019= 10
• 2018= 22
• 2017= 17
• 2016= 16
The below schedules for 2016-2019 summarise the nature of the complaints and their outcome.
2019 |
|
Nature of complaint | Notes / Outcome |
GDPR concern | Not upheld |
GDPR concern | Customer advised to close the complaint |
FoI Process | Partially upheld |
Compliance case – complaints board | Partially upheld by Complaints Board |
Planning case – complaints board | Partially upheld by Complaints Board |
Planning and Building online submission content | No response required |
Planning – question about case office | Complaint partially dismissed and in part partially upheld. |
Environmental Health – barking dog complaint | Case open with IOC and they are still investigating |
Environmental Health – noise complaint | Customer withdrew complaint |
Environmental Protection – fly tipping response | No response required |
Total | 10 |
2018 |
|
Subject area | Notes / Outcome |
Planning – process inconsistency | CEO has met with complainant and is investigating options to progress issues |
Planning – time delay | Complaint linked to existing Complaints Board |
Planning – time delay | Complaint upheld. Solution offered. |
Planning - accuracy of development completion | Complaints Board |
Planning – incorrect advice given | No outcome recorded |
Planning – process complaint about committee or officers | Explanation given. Complaint not upheld |
Planning – condition compliance, response delay | No response required |
Planning – staff attitude | Escalation of complaint to stage 3 complaint. |
Planning – concern about plans accuracy | No outcome recorded |
Planning – GDPR redaction | Complaint upheld. Redaction applied |
Planning – new CLS reception service | No outcome recorded |
Planning, building, Compliance – claims of officer conduct | Complaint ongoing |
Building control – staff behaviour | Complaint dismissed |
Staff – customer service | No outcome recorded |
Staff – lack of response | Complaint upheld. |
Staff – staff response | Complaint dismissed |
Website service | No outcome recorded |
Listed Buildings data on website | No outcome recorded |
Various – jersey as a whole | Response given, customer withdrew. |
Natural Environment – call returning | No outcome recorded |
Met – tone of email | No outcome recorded |
DVS – taxi drivers | Complaint ongoing |
Total | 22 |
2017 |
|
Subject area | Notes / Outcome |
Planning – decision challenged | Not upheld by Greffe |
Planning – general service | Response given to clarify information |
Planning – questioned planning committee decision route | Complaint accepted (in part). |
Planning – planning application process | No outcome recorded |
Planning – gdpr issue | Complaint upheld |
Planning – lack of site visit | Complaint dismissed |
Planning – system error about notification | Complaints upheld. |
Planning – service complaint | Complaint partially upheld. |
Planning – compliance case about unauthorised works | Agreement reached |
Planning – time delay | Customer emailed the Minister to complain about the lack of response to this complaint. See separate complaint below. |
Planning – lack of response | Original complaint was responded to, Chief officer replied. |
Planning – time delay | Complaint partially upheld. |
Appeal - information sent from 3rd party | Upheld |
Planning - response to previous complaint | Ministerial response provided |
Staff – staff conduct repeat of previous complaint | All previous complaints dealt with. This correspondence not responded to as already dealt with on other occasions |
Listed Buildings – time delay | Complaint upheld |
Waste Management – lack of regulation | No outcome recorded |
Environmental Health – lack of reply | Complaint partially upheld. |
Website changes | Information reply given. |
Total | 19 |
2016 |
|
Subject area | Notes / Outcome |
Complaint – time delay | Partially upheld |
Staff | Partially upheld |
Staff attitude | Matter logged. No response as anonymous |
Staff – not content with advice | No outcome recorded |
Staff – time delay | Partially upheld |
Staff attitude | Partially upheld |
Staff attitude | Partially upheld |
Planning – structure of dept | Dismissed |
Planning – refusal of consent | Complaints Panel dismissed |
Planning – staff attitude | Partially upheld |
Planning – complaint about unauthorised use | Complaint not a planning matter |
Planning – additional reasons for refusal added | Information provided |
Planning – not happy with decision | Dismissed. |
Planning - Challenging application and development taking place | Minister response and further information provided to customer |
Energy Efficiency Service – work carried out by the scheme | Dismissed |
Building – inconsistent application of byelaws | Complaints panel chairman dismissed |
Total | 16 |