Complaints - Stage 5: Decide whether to investigate complaint (HID and ND only)

5.1 Policy to investigate
5.2 Not for investigation
5.3 For investigation

Step 5.1

For: Inspector / Line manager

Is investigating the complaint in line with HSE's policy?

Decide whether the complaint should be investigated:

by applying HSE's policy

Note: a decision not to investigate a complaint must be made by a Band 2 or above; a decision not to investigate because of insufficient resources or other emerging priorities must be made by a Band 1 or above

in OSD:

Offshore Intervention Guide - policy to investigate

Step 5.2

For: Inspector / Line manager

Is the complaint not for investigation?

If the complaint is not to be investigated:

record the decision not to investigate and the reason(s)
inform the complainant of the decision and the reason(s) and also record this action

On COIN:

create a Complaints case, add a note(s) to the case and close the case

For guidance on this, please see:

COIN Guidance – Complaints
COIN Guidance – Data Handbook - Complaints
COIN Guidance – Quick guide to complaints

Step 5.3

For: Inspector / Line manager

Is the complaint for investigation?

If the complaint is to be investigated:

record the decision to investigate
follow the appropriate steps in the investigation procedure, starting at the beginning of stage 3: prepare for the investigation

go to: the investigation procedure

On COIN:

create a Complaints case, amend the case status and relevant sections on the Primary page, add any notes, and assign the case to the investigating inspector

For guidance on this, please see:

COIN Guidance – Complaints
COIN Guidance – Data Handbook - Complaints
COIN Guidance – Quick guide to complaints

Performance standard:

Ensure the investigating inspector is made aware of the complaint

within 3 working days, or
immediately, where there is an obvious risk of serious personal injury