Tuesday, November 27, 2007

Guidelines for Town councils

A caregiver wrote to her town council last week and gave them some details of some action she had taken in response to a complaint. She wrote to ask that the sterilised cats should be left in the area and that they would help with mediation of complaints.

I dropped an email to her today to ask what the TC had said and she wrote back and said that as she had expected, they never wrote back. This made me think - obviously the town councils must have some form of service standards that they have to follow. If so, what are they? Can they refuse to answer emails altogether for example?

If anyone has an idea where these guidelines are or where they can be found, I'd be most interested to see them.

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16 Comments:

Anonymous Anonymous said...

When I wrote to TC officers last time, I too, rarely get a written reply. If they deemed fit, they usually contacted me via phone. Don't know why they can't send an email as a reply.

27/11/07 2:42 PM  
Anonymous kaori said...

Emails are "black and white", while phone calls are presumably unrecorded and unaccountable, so TC can twist what they say or attribute to unable to handle high volume of complaints should there be poor handling of an issue when brought up to the MP, that's how I felt.

27/11/07 3:06 PM  
Blogger jules said...

Dawn, when i wrote in to the TC officer to support Mr Loh previously, i did not get any reply too. The authorities should target the courtesy campaign at these TC officers! I would expect them to at least display the basic manners of acknowledging receipt of my email.

27/11/07 3:55 PM  
Anonymous Anonymous said...

Yes I agree that this non-reply or reply via phone is a way of an "unofficial" answering without black and white proof in case something goes wrong and they can shirk responsibility.

I get this from my TC too.

27/11/07 4:00 PM  
Blogger Dawn said...

I know there are certain service guidelines that TCs are supposed to fill - or at least some TCs I have spoken with. It would be interesting to see what it is and if it varies from TC to TC. I can understand officers being too busy to respond and maybe taking a bit of time - but NO response? That seems very odd.

27/11/07 4:13 PM  
Anonymous Anonymous said...

One sure way of getting a reply ===>cc MP

27/11/07 4:30 PM  
Blogger Dawn said...

Yes that's what some people do and it certainly seems those are more likely to get a response.

27/11/07 4:37 PM  
Anonymous Anonymous said...

I wrote to my MP. For a while, he replied to my emails. After some time, can't send emails to him anymore b'cos his mailbox was full.

27/11/07 5:27 PM  
Blogger Dawn said...

That's sad - either the MP isn't checking his email or he is being bombarded with so much mail that he can't get around to answer it all. Or he doesn't have a very good SPAM filter.

27/11/07 5:56 PM  
Blogger Surferket said...

The guidelines are as follows:

1. Complaints about cats are to be acted upon immediately, preferably by passing the buck to the pest control service providers.
Also, Complainants may complain up the chain to PMO if TC officers are seen not to take action. Hence, Complainants are not to be offended and must be acceded to in all cases.

2. Comm from cat feeders/caretakers are to be ignored as Complainants take top priority as they reflect the true feelings of the majority.

3. cats are just a bigger form of rats and can be classified as pests.

27/11/07 8:48 PM  
Blogger Surferket said...

If your emails are being ignored then you should take the extreme case of filing an official complaint to PMO re non-reply of TC officers.
This is the only way to show these TC officers that cat caretakers are also town stakeholders who know how to go to the top if they are being ignored by the low people.
Believe, your complain to PMO will bring instant and satisfactory result.

My TC is very afraid of me as they know I will not hesitate to complain to PMO about them.

This is the only way to get them to respect your opinion.

27/11/07 8:53 PM  
Anonymous furry said...

Besides caregivers, the other residents can call up the TC to complain if they are aware that TC are trapping or will be trapping the cats.

I did that too. I act as the complainant cause the TC do not know me as my friends liaise with TC.

28/11/07 9:13 AM  
Anonymous Anonymous said...

I had written to TC via their website online feedback "form" about other issue, and the TC manager did reply to me. They acted on the issue quite promptly too.

28/11/07 9:43 AM  
Anonymous Anonymous said...

I used to go after TC for crows dying in crow traps. They gave some answers that insulted my intelligence. Wrote to their MP and the GM had to fix the problems. I was prepared to do nothing for the next 10 years but monitor the crows in the trap.

28/11/07 4:31 PM  
Anonymous long tail said...

for 5-star hotels, they must response email feedback within 1 business day. For TC, they must acknowledge feedback within 2 days at worst and at best with decent answers, within 3 to 7 working days.

To totally ignore residents's feedback, is unaccepatble.

28/11/07 5:06 PM  
Blogger Dawn said...

I think one of the things brought up is that service standards really vary across TCs and the other things you have brought up which is very true, is whether the person is willing to pursue it. If the person is less 'vocal', then there is a good chance, the complaint gets ignored.

28/11/07 5:21 PM  

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