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Complaints not being dealt with

Created on 23/12/2016 @ 08:32
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Complaints made to Powys County Council by Welshpool residents and others throughout the area are not being properly dealt with, according to Montgomeryshire AM, Russell George.

Mr George says he has been contacted by an increasing number of constituents complaining about the failure of the county council to properly follow its own formal complaints procedure and noting an increase in the length of time in which it takes it to respond to queries.
He said: “Frustrated constituents are getting in touch with me in increasing numbers to highlight the failure of Powys County Council to even follow its own formal complaints process.
“Powys County Council ordinarily have 20 working days to answer complaints and if a longer period of time is needed, the local authority is supposed to write to the complainant with the reason for the delay.”
He added: “Twenty working days should be ample time for Powys County Council to respond to all but the most complicated issues.
"I have had reports from constituents that the County Council is failing to do this in some instances and failing to adequately inform the complainant about the reasons for any delays.
"Anecdotal evidence from my office also shows that there has been a noticeable deterioration in the length of time in which it takes for Powys County Council to respond to even the most simple of queries and I would be interested in knowing why.
"Timely, open and transparent communication with the people it serves should be at the very heart of any local authority and I hope that a significant improvement is forthcoming in 2017."
The Mayor of Llanidloes, Phyl Davies, echoed Mr George's concerns and added: "I have also noticed that Powys County Council seems to be slower in responding to queries of late. The present situation isn't really good enough.
"I sincerely hope that the current council leadership is looking to improve the way in which it operates its formal complaints process, otherwise the next administration after May's Local Government Elections will need to take much-needed action to improve communication with members of the public who are rapidly losing patience."
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