20 February 2019
St Helena Government (SHG) aims to provide the best quality and standard of service to its customers but there may be occasions where you are dissatisfied with the standard of service received.
If you have received a service that falls below your expectations then SHG wants to hear about it.
SHG Complaint Procedure
Submitting a complaint about SHG can be done via the straightforward and simple Complaint Procedure. SHG treats all complaints seriously and deals with them promptly and professionally. The organisation learns from complaints which help us to improve our service to customers.
The SHG Complaint Procedure covers all sections of SHG with the following exceptions:
- Complaints on Hospital services should be made via their separate procedure
- Complaints regarding the St Helena Police Service should be made in line with the requirements set out in the Police Service Ordinance (available on the SHG website)
- SHG staff wanting to make complaints against managers or other staff members should follow the Code of Management procedures
How do I make a complaint?
Complaints can be made in writing using the SHG Complaint Form – General, available on the SHG website here: https://www.sainthelena.gov.sh/complaint-procedures/, by telephone, email or in person via the following contact details:
Miss Linda Benjamin
Information and Research Support Officer
Tel: 00 (290) 25252, fax: 00 (290) 22598 or email: email@example.com
Ideally, a complaint should be made within one month from the day that you have received a disservice. Anonymous complaints can be submitted to SHG but you will not receive a response if a contact name or address is not provided.
Complaints can be made through your Councillor, Lay Advocate or the Public Solicitor.
What happens to my complaint?
SHG will aim to acknowledge receipt of your complaint within three working days and will aim to send you a more detailed response within 10 working days to inform you of what action has been taken as a result of your complaint.
What happens if I do not get a response or I am not happy with the response?
If either of the above happens, you should make a stage two complaint by completing the SHG Complaint Procedure Form – Stage 2 and 3 available on the SHG website here: https://www.sainthelena.gov.sh/complaint-procedures/ and submit to the Information & Research Support Officer via the above contact details.
SHG will aim to acknowledge receipt of your complaint within three working days and you will be informed of the person investigating your complaint. You can expect a more detailed response from the appointed investigating officer within 10 working days informing you of what action has been taken as a result of your complaint. Alternatively, it may explain that a full response will be sent to you later and the reasons for the delay. The response will also tell you when the officer intends to conclude the investigation.
What happens if I still do not get a response or I’m still not happy with the response?
If this happens you should make a stage 3 complaint. Again, complete the SHG Complaint Procedure Form – Stage 2 and 3 and this time submit it to the Chief Secretary at the Castle or via email: firstname.lastname@example.org The Chief Secretary will aim to acknowledge receipt of your complaint within three working days and will state how the review is to be conducted. She will appoint a Reviewing Officer who will aim to respond to you within 28 working days. Their response should let you know why action has been delayed and when you are likely to receive a response.
Further information can be found on the Complaint Procedures page of the SHG website: https://www.sainthelena.gov.sh/complaint-procedures/
20 February 2019