Complaints

The Portfolio of Internal & External Affairs is committed to providing quality services to the citizens and residents of the Cayman Islands. However, we recognize that there may be occasions when those we serve will feel that they have cause for complaint.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Therefore we aim to make the complaints procedure positive and constructive by ensuring that:

• Making a complaint is as easy as possible;
• Complaints are treated seriously whether it is made in person, by telephone, by letter, by fax or by e-mail,
• Complaints are dealt with promptly and with fairness and consistency.
• Complainants will not suffer any disadvantage or recrimination as the result of making a complaint in good faith.
• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• We learn from complaints and use them to improve our service. Therefore, complaints are monitored in a systematic way so that corrective action is taken, where appropriate, to ensure unsatisfactory service is not repeated.

What is a Complaint?

A complaint is an expression of dissatisfaction by one or more members of the public about the Portfolio's action or lack of action, or about the standard of a service, whether the action was taken by the Portfolio itself or a person acting on behalf of the Portfolio.

Complaints Procedure

It should be recognised that the vast majority of complaints can be handled fairly, amicably and to the satisfaction of all concerned on an informal basis. Only when informal means have been exhausted should a formal complaint be pursued.

Our complaints procedure does not cover the following matters for which separate procedures exist:
         
Complaints against services of the departments and agencies that fall under our ambit. These must first be addressed by the relevant head of department. If after trying to resolve your complaint through their complaints procedure and you are still not satisfied with their final decision, the matter can be brought to the Portfolio’s attention;

• Staff grievances;
• Internal appeals to the chief officer;
• Staff disciplinary matters.

Complainants and any individual, against whom complaints might be made, may expect complaints to be dealt with confidentially and that their privacy will be respected. However, it may be necessary to disclose information to others in order to deal with the complaint. In these circumstances the parties concerned will be informed of such disclosure.

The Portfolio believes that complaints should be resolved as near to their source as possible. For this reason, this complaints procedure provides for a number of stages in the handling of a complaint. At each stage of the process, the person to whom a complaint has been referred shall, if it is upheld, apply such appropriate remedies as are within their powers. If they consider that the remedy is outside their powers they shall refer the matter to the appropriate authority.

The chief officer will monitor, on an annual basis, complaints which have been referred to him/her and will be responsible for implementing, or recommending to the appropriate agency, changes to systems or procedures suggested by the nature and pattern of the complaints received. The outcome of such monitoring may also be used to inform other processes or activities.

Our Complaints Procedure

• Making a Complaint You can make a complaint:
• In person (by appointment only) at the Portfolio’s Office (4th Floor of the Government Administration Building, Elgin Avenue, George Town, Grand Cayman)
• By Telephone: (345) 244-2432
• By Fax: (345) 946-5453
• In writing to: Ms. Betty Ruth Ebanks, Portfolio of Internal & External,4th Floor, Government Administration Building, Elgin Avenue, George Town, Grand Cayman KY1-9000
• By Email: Betty-Ruth.Ebanks@gov.ky

Ms. Ebanks will acknowledge receipt of your complaint in writing within 5 working days.

When making a complaint, try to give us as much detail as possible, for example:
What service, policy, person or aspect of the Portfolio you are complaining about.
If appropriate, the date, time and location where an incident may have taken place and who may have been affected.

Any expectations you may have had of the Portfolio’s services, as a result of information we provided or what staff or Portfolio may have said.
Your name, address and contact details so that we can respond to your complaint.
Anything else which you think would help to make your point and help us to investigate your concerns.

After an investigation of the complaint, a decision will be made whether the complaint is justified. We will notify of you as soon as possible.  If the complaint is justified, the Portfolio will take such action or provide such remedy as may be appropriate and will do so promptly. If a complaint is not upheld, the reasons for the decision will be communicated to the complainant. The Portfolio aims to complete this process in no more than 30 working days after the complaint is lodged.

Where the above time frames cannot be met, the complainant will be advised before the time limit expires and given the reasons for delay and a revised time frame.

Anonymous Complaints

As a rule, the Portfolio will only act on anonymous complaints where the matter is deemed serious and if there is sufficient information in the complaint to enable the Portfolio to conduct a proper investigation into the matter.

Last Updated: 2008-12-13