Complaint and Record Keeping Standards
and Procedures
ARMY
Eleven formal complaints are recorded and a
file initiated. The files are only closed and archived, once the
unit is satisfied that the complaint has been resolved. Units
maintain a list of active complaints.
All recruits receive induction briefings that
instruct them in the methods of instigating a complaint. They
are informed of whom to complain to, if they do not wish to use
the chain of command. Every unit has an "empowered officer"
outside of the chain of command with direct access to the CO.
Recruits are also given unrestricted and unsupervised access to
the Padre and the WRVS lady, who will ensure that the recruits
know that they can complain safely to them, without fear of retribution
RAF
All action taken as a result of an informal
complaint is recorded and placed on the individual's personal
record. All formal complaints are reported to Command HQs.
Upon arrival, all trainees receive information
both in the form of a verbal brief and written advice on how to
raise concerns, complaints and seek welfare advice or support.
Trainees are encouraged to use their normal
chain of command for any personal matters where they need help.
However, all trainees have absolute and guaranteed access to an
empowered commissioned officer with regard to those issues that
particularly concern them and affect their welfare or well being.
For such matters, they are encouraged to contact their Flight
Commander or Squadron Commander, whose primary role is to look
after their best interests. However, if they prefer to discuss
the issue with an officer outside their chain of command, they
can seek advice from other nominated officers. They also have
access to a Padre at any time. This process is promulgated to
individual trainees via a Trainees' Code, which is presented to,
and agreed by, each trainee during the induction procedure. At
the same time, each trainee is also given an aide-memoir "Credit
Card" containing useful 24-hour telephone numbers. Furthermore,
many units have a confidential feedback process ("Chatham
House" sessions) with trainees. Finally, HQ PTC has issued
guidance to training units on contacting a trainee's parents to
help resolve issues.
NAVY
Recruits are given instruction early in Phase
One (Initial) Training of the process of informal and formal complaints
procedures, what to expect from the Divisional Officer (DO)/Troop
Commander (TO), Equal Opportunities Advisor (EOA) Chain of Command,
and a general awareness of the responsibilities of the following:
Leading Hand of the Mess (LHOM), Senior Rating (SR)/Senior Non-Commissioned
Officer (SNCO), DO/TC, Divisional Senior Rate, EOA, Chaplain,
Chain of Command. They are also taught about sources of advice.
Recruits are also taught the circumstances and
procedure for submitting a representation and assured of their
freedom from and repercussions and actually submit one in a role
play event.
Complaint submissions for Admiralty Board consideration
are prepared in accordance with the instructions laid down in
Joint Service Publication (JSP) 441, Chapter 4. There is, unavoidably,
duplication of papers for disclosure and Admiralty Board purposes.
Once the internal redress procedures are complete only one set
of the papers, held at HQ level, used in considering the complaint
is retained, along with the Board decision. All duplication, apart
from a copy held by the complainant, is destroyed. The closed
file is retained in the office for a short period in case of queries,
then retained in the local repository for a further unspecified
period. Time permitting, after a maximum period of one year in
the repository, closed files are forwarded to Archives for retention
with a recommendation, in accordance with the JSP, for disposal
depending on their content.
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