Public Appointments Unit - Complaints procedure

The Public Appointments Unit (PAU) within the Department for Economy (DfE) is committed to the principles of public appointments as set out in the Commissioner for Public Appointments (CPANI) code of Practice.

Our aim is to provide a professional, efficient, courteous and helpful service to all our applicants in line with these principles. If you are not satisfied with our service or if you have encountered any other problem please let us know so that immediate steps can be taken to address your concerns.

How to make a complaint against the Public Appointments Unit

PAU operates a three stage process and can guarantee that there will be a full and fair investigation of your complaint and you will be told what is happening. If a mistake has been made, we will apologise and try to put it right. You can make your complaint either by telephone or by writing to the office.

Stage 1 Informal

In most cases it will be possible to sort problems out informally and quickly by contacting the person you have been dealing with or his or her immediate supervisor. This is usually the best way to resolve problems or minor differences of opinion, which have arisen.

Stage 2 Formal

If you are not satisfied with the answer you receive or if you feel that insufficient action is taken to deal with the problem you can, if you wish, make a formal complaint in writing.

You should contact the Head of PAU at:

Public Appointments Unit
Department for the Economy
Netherleigh
Massey Avenue
Telephone: 028 9025 7884
Email: pau@economy-ni.gov.uk

Your complaint will be investigated and you will be given a full reply within 15 working days; if that is not possible you will be issued with a letter explaining why and stating when you will receive a full reply.

Stage 3 Formal

If you are not satisfied with the response of the Head of the PAU, you should write to the Director of Corporate Services:

Department for the Economy
Netherleigh
Massey Avenue

Telephone: 028 9057 884
Email: dfemail@economy-ni.gov.uk

The Director of Corporate Services will investigate your complaint to make sure that you were dealt with according to our standards of service. You will receive a full reply to your complaint within 15 working days; if that is not possible, you will receive a letter explaining why and stating when you will receive a full reply.

In all cases your complaint will be:

  • acknowledged within 3 working days
  • investigated thoroughly
  • treated confidentially

Commissioner for Public Appointments Northern Ireland (CPANI)

If you remain dissatisfied you can refer your complaint to the Commissioner for Public Appointments Northern Ireland (CPANI).

You may contact CPANI at:

Mrs Judena Leslie
The Commissioner for Public Appointments NI (CPANI)
Dundonald House
Annexe B
Stormont Estate
Upper Newtownards Road
Belfast
BT4 3SB

Telephone: 028 9052 4820   

 Email: info@publicappointmentsni.org

or by calling, between 9.00 am and 5.00 pm, Monday to Friday at the above address.

September 2020

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