Managers response to customer complaint

bogues2009 · Post by **bogues2009** » 27 Apr 2017, 05:54

Hi
There was a customer complaint against me which was a total lie and dom said it is probably racially motivated etc. Totally ridiculous complain-I explained to him the whole situation and he said he believed me etc. However, he still decided to mentioned that during daily brief and now I am a laughing stock etc. I have a mental disability disorder which dom knew about and I think dom should be more sensitive with dealing with radiculous and made up complaints?
I requested that the copy of his response to customer and to that complaint will be printed and showed to me as this will end up with police or even in court. He said I would be the first person to see it. Now after 7 days of daily requesting it he refuses to show me the response and claims he is not obliged to do it?!
Our managers got a history with 'adding' some dodgy bits against postman when dealing with complaints.
Any thoughts?!

hans solo · Post by **hans solo** » 27 Apr 2017, 06:06

under data protection act any comments ,notes etc involving yourself or made against yourself legally they have to issue you with copies
any meeting with mgmt re conduct etc all minutes ,notes etc copies have to be issued
or complaints ,comments would be invalid
ie they could make anything up or alter statements
n ot like rm mgmt to lie

number one · Post by **number one** » 27 Apr 2017, 10:42

hans solo wrote:under data protection act any comments ,notes etc involving yourself or made against yourself legally they have to issue you with copies
any meeting with mgmt re conduct etc all minutes ,notes etc copies have to be issued
or complaints ,comments would be invalid
ie they could make anything up or alter statements
n ot like rm mgmt to lie

Where have you got that information regarding data protection because it is not true

yellowbelly · Post by **yellowbelly** » 27 Apr 2017, 21:49

number one wrote:
hans solo wrote:under data protection act any comments ,notes etc involving yourself or made against yourself legally they have to issue you with copies
any meeting with mgmt re conduct etc all minutes ,notes etc copies have to be issued
or complaints ,comments would be invalid
ie they could make anything up or alter statements
n ot like rm mgmt to lie
Where have you got that information regarding data protection because it is not true

Information Commissioners Office website seems to suggest that individual is entitled to see the info described above (but possibly excluding the identity of the complainant):

Under the right of subject access, an individual is entitled only to their own personal data, and not to information relating to other people (unless they are acting on behalf of that person).

Sensitive personal data means personal data consisting of information as to -

(g) the commission or alleged commission by him of any offence, or

(h) any proceedings for any offence committed or alleged to have been committed by him, the disposal of such proceedings or the sentence of any court in such proceedings.

telithowitis · Post by **telithowitis** » 28 Apr 2017, 23:16

Email the DOM saying further to my verbal request of (date) for (whatever it is you asked for) which to date you have refused to provide please provide me with copies of.....by (give a reasonable date- say 3 working days as he can't say he was too busy on all of them.
LIST what you want,

If you ask him verbally he can always say it didn't happen.

If he then fails to give them to you submit a formal grievance through the Union rep.

Even then I would suggest emailing DOM a copy so it can't disappear!!!

You have to stand up for yourself at RM as no one else will.

.

bogues2009 · Post by **bogues2009** » 29 Apr 2017, 05:33

Union rep had a meeting with dom which lasted for over an hour and the result is the dom said he was under no obligation to provide it. Sometimes it feels like in our office that managers want (for whatever reason!) to have posties officially complain against them. They even encouraged once to accuse them of b&h! Must be part of their bonus to have enough compaints on their file. It is not about my case really-would like to see some change nationally in dealing with complain procedure. It should be obvious to all involved that they have a full access to it without all that secrecy from management when they write a reply.

UnhappyGremlin · Post by **UnhappyGremlin** » 29 Apr 2017, 14:19

Hans solo is right.