CAIRNGORMS NATION­AL PARK AUTHORITY

Audit & Risk Com­mit­tee Paper 7 | 11/09/2020

COM­PLAINTS LOG

Title: Com­plaints Log

Pre­pared by: DAV­ID CAMER­ON, DIR­ECT­OR OF COR­POR­ATE SERVICES

Pur­pose

This paper presents inform­a­tion on the num­ber and nature of com­plaints received by the Author­ity since the last update on this sub­ject to the Com­mit­tee in June 2020.

Recom­mend­a­tions

The Audit & Risk Com­mit­tee is asked to:

a) Con­sider the inform­a­tion on com­plaints made to the Authority.

Exec­ut­ive Summary

1. A sum­mary of com­plaints made to the Author­ity since the last update in June 2020 is presen­ted in the fol­low­ing table.

Nature of Com­plaint	Res­ol­u­tion Information
Caper­cail­lie pro­ject: con­tract­ors actions	Dealt with fol­low­ing invest­ig­a­tion by Dav­id Camer­on and closed in 20 days.
Use of image of indi­vidu­al on media	His­tor­ic com­plaint going back to Septem­ber 2019, which had been dealt with imme­di­ately, but then com­plain­ant found anoth­er image in 2020, and com­plained about it. This mat­ter was dealt with imme­di­ately and resolved in 1 day.
Social Media involving a Board Member	Dealt with fol­low­ing invest­ig­a­tion by Dav­id Camer­on and closed in 20 days.
Authority’s response to wild­life crime	Dealt with fol­low­ing invest­ig­a­tion by Pete May­hew and closed in 20 days.
Social Media involving a Board Member	Dealt with fol­low­ing invest­ig­a­tion by Dav­id Camer­on through Audit and Risk Com­mit­tee and closed in 24 days
Social Media involving a Board Member	Dealt with fol­low­ing invest­ig­a­tion by Dav­id Camer­on through Audit and Risk Com­mit­tee and closed in 23 days
Social Media involving a Board Member	Dealt with fol­low­ing invest­ig­a­tion by Dav­id Camer­on through Audit and Risk Com­mit­tee and closed in 24 days

1. As noted in the table above, final let­ters of response to indi­vidu­al com­plain­ants on the mat­ter regard­ing social media involving a Board Mem­ber were not issued with­in the 20-day tar­get response time as a con­sequence of work pressures.

2. As mem­bers are aware, the com­plaints iden­ti­fied in the final three entries of the table were referred to the Eth­ic­al Stand­ards Com­mis­sion for consideration.

3. The Author­ity was noti­fied on 1 Septem­ber 2020 that the com­plaint on the Caper­cail­lie Pro­ject referred to in the first entry in the table has been referred to the Scot­tish Pub­lic Ser­vices Ombuds­man (SPSO). We are cur­rently liais­ing with the SPSO on their pre­lim­in­ary review of the matter.

Dav­id Camer­on, Dir­ect­or of Cor­por­ate Services 2 Septem­ber 2020 davidcameron@​cairngorms.​co.​uk