HOW WE WILL DEAL WITH YOUR FEEDBACK

The Forestry Commission is keen to receive your feedback – it helps to ensure that the Commission works as effectively and efficiently as possible. We strive to communicate openly with our customers and our staff. Our staff is trained in customer relations and we make every attempt to make our policies – and procedures for putting them into practice - available to anyone interested.

We will also:

• Put communication into languages other than English when necessary.
  
  
• Design forms to be as user friendly as possible and provide help in filling them in.
  
  Offer a complaints system that is easy to use .
• Communicating with our customers and with the public is the most effective way of improving our services .

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Anyone receiving or seeking a service from us, including anyone acting for someone unable to complain personally.

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We can take complaints over the telephone, in person, or in writing. It would help us if serious complaints could be made in writing so that they can be signed.

You can lodge a complaint with a Range Supervisor, District Manager, Regional Manager, or any other office of the Commission

The Customer Service Centres (CSC) established in regions will be alternative centres to channel your grievances through. Through the CSC your complaints can be channeled directly to the Commission Headquarters.

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We will try to ensure that the original service provider or the person who accepted your complaint resolves your problem

If the complaint needs to be taken further a special complaints officer will investigate. He will be senior to the officer with whom the complaint is lodged

If a serious concern cannot be resolved at your local level you can consult the CSC which will forward your concern to Chief Executive of the Forestry Commission.

Ultimately, if the your concern is not resolved you can consult the Board of Commissioners or the Minister of Lands and Forestry, by writing to them.

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We will keep up to date records of all stages of a complaint including customer’s details, nature and details of the problem, action taken, and the customer’s response.

If an investigation reveals just cause for the complaint, the Commission will take all reasonable measures to put things right. A senior officer will act on the case and in the event that a staff member is found to have acted inappropriately, disciplinary action will be taken promptly and the matter documented.

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Staff must acknowledge and advise on what response will be taken within 7 working days of receiving a written complaint. Where it is deemed appropriate, substantive action will be taken within one month of receiving the written complaint.