Handling complaints and information requests

Information requests

At the moment we use Meridio to record and process requests for information made under the following legislation:

• Freedom of Information (Scotland) Act 2002 (FOISA)
• General Data Protection Regulation/Data Protection Act 2018 (the GDPR or the DPA 2018)
• Environmental Information (Scotland) Regulations 2004 (EI(S)Rs)

We will stop using Meridio at the end of this month and will transfer to Objective. 

If you currently use Meridio you will use Objective from 3 December 2018 to progress information requests. Training is being organised for those staff involved and procedures will be available soon.

Complaints

While the complaints process is similar across all Resources currently a number of systems are used to record them. To streamline our processes any complaints which not handled by the Customer Services Centre will be recorded and processed through Objective from 3 December 2018.

This will affect all Resources and training will be given to those staff involved in recording and progressing complaints. This will make it easier to record complaints information and ensure that performance is recorded in a similar way across the council. Again procedures for staff using Objective for complaints handling will be available soon.