Complaints Handling Procedure (CHP)
S75 Equality And Good Relations Screening Form
General Information:
Policy / Procedure
Is this an existing, revised or a new function, service, policy, procedure, project, strategy, plan or guidance?
New
Operational Area:
Corporate Services
Title:
Complaints Handling Procedure (CHP)
Brief Summary:
The Complaints Handling Procedure is to assist public sector organisations implement a standardised and streamlined approach to managing and learning from complaints.
What is it trying to achieve? (intended aims and outcomes)
This document has been prepared as part of a series of three documents that make up Causeway Coast and Glens Borough Council Complaints Handling Procedure Parts 1-3. The CHP has been developed in line with the NIPSO Model Complaints Handling Procedure (MCHP). This policy outlines how stakeholders can make complaints and the procedure surrounding it.
Who owns and who implements each element of the function, service, policy, procedure, project, strategy, plan or guidance?
Democratic and Central Services Manager.
Other policies etc. which have a bearing on this function, service, policy, procedure, project, strategy, plan or guidance?
--
Available Evidence
Evidence to help inform the screening process may take many forms. Public authorities should ensure that their screening decision is informed by relevant data.
What evidence/information (both qualitative and quantitative have you gathered to inform this function, service, policy, procedure, project, strategy, plan or guidance? Specify details for relevant Section 75 categories.
It is proposed that all Section 75 categories will be considered via:
• Quantitative evidence has been sourced via the NI Census in 2021 and the Northern Ireland Life and Times Survey 2020.
Section 75 Category
Details of Evidence/Information:
• The Census statistics in 2021 collated by NISRA statistics detailed the usual resident population of Causeway Coast & Glens Local Government District to be 141,746 accounting for 7.45% of the N.I. total. Statistical information with regards to the Districts makeup and individuals therein was also reviewed.
• It is also clear that the majority of our borough is rural in composition and therefore the specific needs of those individuals must be considered during screening.
Religious Beliefs
The 2021 Census outlined:
Religion / religion brought up in:
Census 2021 CC&G Borough Council Northern Ireland
Roman Catholic 40.12% 45.70%
Protestant & Other Christian
(including Christian related) 51.17% 43.48%
Other Religions 0.78% 1.50%
None/Not stated 7.94% 9.32%
Staff breakdown by Religious Belief / Community Background
(Figures as at 21 October 2022)
Religious Belief /
Community Background Gender Number of Staff
Roman Catholic Male 119 (19.67%)
Female 126 (20.82%)
Protestant Male 199 (32.89%)
Female 128 (21.16%)
Non-Determined Male 17 (2.81%)
Female 16 (2.65%)
Total: 605
In terms of religion or religion brought up in the 2011 Census indicates that our resident’s religious beliefs are comparable to those in Northern Ireland in that there are 2 predominant groupings ie Roman Catholic and Protestant. However we also have a number of individuals (5.64%) who do not practice a specific religion or who do not wish to be grouped into a specific religion. In addition we have a small number of individuals who practice other religions.
Political Opinion
The Northern Ireland Life and Times Survey (2021) provides the following information on the political parties people in Northern Ireland feel closest to (this information is not available at local government level) :
%
DUP/Democratic Unionist Party 12
Sinn Féin 13
Ulster Unionist Party (UUP) 13
Social Democratic and Labour Party (SDLP) 13
Alliance Party 19
Green Party 5
Other Party 4
None of these 11
Other answer 1
Don't know 9
Racial Group
On Census Day 21 March 2021 the resident population was:
Census 2021 CC&G Borough Council Northern Ireland
White 98.55% 96.55%
Irish Traveller 0.03% 0.14%
Roma 0.01% 0.08%
Indian 0.15% 0.52%
Chinese 0.22% 0.50%
Filipino 0.10% 0.23%
Pakistani 0.03% 0.08%
Arab 0.03% 0.10%
Other Asian 0.10% 0.28%
Black African 0.12% 0.42%
Black Other 0.04% 0.16%
Mixed 0.51% 0.76%
Other ethnicities 0.11% 0.19%
Staff breakdown by Racial Group / Ethnic Origin
(Figures as at 21 October 2022)
Racial Group / Ethnic Origin Number of Staff
Mixed Ethnic Group 1 (0.16%)
Other 2 (0.33%)
White / White European 546 (90.25%)
Unknown 56 (9.26%)
Total: 605
Age
Age: (NISRA Census 2021 – Table MS-A02)
CC&G Borough Council Northern Ireland
0-4 years 7,973 (5.62%) 113,820 (5.98%)
5-9 years 8,878 (6.26%) 124,475 (6.54%)
10-14 years 9,113 (6.43%) 126,918 (6.67%)
15-19 years 8,326 (5.87%) 113,203 (5.95%)
20-24 years 7,873 (5.55%) 111,386 (5.85%)
25-29 years 7,713 (5.44%) 116,409 (6.12%)
30-34 years 8,460 (5.97%) 126,050 (6.62%)
35-39 years 8,528 (6.02%) 127,313 (6.69%)
40-44 years 8,513 (6.01%) 122,163 (6.42%)
45-49 years 9,322 (6.58%) 121,670 (6.39%)
50-54 years 10,412 (7.35%) 130,967 (6.88%)
55-59 years 10,150 (7.16%) 129,276 (6.79%)
60-64 years 9,171 (6.47%) 113,049 (5.94%)
65-69 years 7,769 (5.48%) 93,464 (4.91%)
70-74 years 6,990 (4.93%) 83,467 (4.39%)
75-79 years 5,659 (3.99%) 66,377 (3.49%)
80-84 years 3,718 (2.62%) 43,776 (2.30%)
85-89 years 2,126 (1.50%) 25,879 (1.36%)
90+ years 1,051 (0.74%) 13,512 (0.71%)
TOTAL Population 141,745 1,903,174
Staff breakdown by Age (Figures as at 21 October 2022)
Age Group Number of staff
22-29 21 (3.47%)
30-34 28 (4.63%)
35-39 64 (10.58%)
40-44 71 (11.74%)
45-49 99 (16.36%)
50-54 115 (19.01%)
55-59 92 (15.21%)
60-64 88 (14.54%)
65-120 27 (4.46%)
Total: 605
Marital Status
Marital status by former legacy Council area (most recent figures available from Census 2011):
Census 2011 Ballymoney BC Coleraine BC Limavady BC Moyle DC
Single 32.68% 34.78% 36.64% 34.96%
Married 52.52% 48.88% 48.94% 49.03%
Civil Partnership 0.07% 0.06% 0.08% 0.08%
Separated 3.13% 3.15% 3.58% 3.66%
Divorced/Civil
Partnership Dissolved 5.23% 6.13% 4.99% 5.11%
Widowed/Surviving
Civil Partner 6.39% 7.00% 5.78% 7.15%
Staff breakdown by Marital Status (Figures as at 21 October 2022)
Marital Status Number of staff
Unknown 60 (9.92%)
Married \ Civil Partnership 336 (55.54%)
Divorced 12 (1.98%)
Other 19 (3.14%)
Separated 12 (1.98%)
Single 164 (27.11%)
Widowed 2 (0.33%)
Total: 605
Sexual Orientation
There are no specific figures available on how many people may be Gay, Lesbian, Bi-sexual or Trans-gender or Trans-sexual (LGBT) specific to the Council area.
The Northern Ireland Life and Times Survey (2021) provides the following information on the sexual orientation of people in Northern Ireland (this information is not available at local government level):
%
I am ‘gay’ or ‘lesbian’ (homosexual) 2
I am heterosexual or ‘straight’ 93
I am bi-sexual 4
Other 0
In addition the NI Rainbow Project estimates between 6-10% of any given population could be considered as LGBT.
Men and Women Generally Gender:
(Census 2021 – Table MS-A07)
CC&G Borough Council Northern Ireland
Male 69,848 (49.28%) 936,132 (49.19%)
Female 71,898 (50.72%) 967,043 (50.81%)
Staff breakdown by Gender (Figures as at 21 October 2022)
Gender Number of staff
Male 335 (55.38%)
Female 270 (44.62%)
Total: 605
Dependants
The Census information in 2011 & 2021 showed:
People With or Without Dependents (Census 2021 – Table MS-B12):
Census 2011 CC&G Borough Council Northern Ireland
Number of households
(2021 stats) 57,576 768,810
Households with
dependent children
(2011 stats) 15,597 (28.37%) 261,251 (36.19%)
Staff Family Status (Figures as at 21 October 2022)
Family Status Number of staff
Blank 298 (49.26%)
Adults(s) 11 (1.82%)
Child/Children 157 (25.95%)
None 138 (22.81%)
Other 1 (0.16%)
Total: 605
Disability
Disability People with a Disability/People Without: (Census 2021 Tables MS-D03 and MS-D04)
Census 2021 CC&G Borough Council Northern Ireland
People with a long-term
condition/illness 30,656 (53.24%) 423,945 (55.14%)
People Without 90,793 (64.05%) 1,243,371 (65.33%)
Causeway Coast and Glens Borough Council Long-term Condition
Deafness or partial hearing loss 8,914 (6.29%)
Blindness or partial sight 2,560 (1.81%)
Mobility or dexterity that requires the use of a wheelchair 2,145 (1.51%)
Mobility or dexterity that limits physical activities 15,951 (11.25%)
Intellectual or learning disability 1,340 (0.95%)
Intellectual or learning difficulty 4,334 (3.06%)
Autism or Asperger syndrome 2,282 (1.61%)
An emotional, psychological or mental health condition 11,787 (8.32%)
Frequent periods of confusion or memory loss 2,681 (1.89%)
Long term pain or discomfort 17,396 (12.27%)
Shortness of breath or difficulty breathing 14,525 (10.25%)
Other condition 13,214 (9.32%)
Source: NISRA, Census 2021, tables MS-D03, MS-D04 through to MS-D16
Staff breakdown by Disability (Figures as at 21 October 2022)
With or Without a Disability Number of staff
No 591 (97.69%)
Yes 14 (2.31%)
Total: 605
Screening Questions
1. What is the likely impact on equality of opportunity for those affected by this function, service, policy, procedure, project, strategy, plan or guidance?
Section 75 Category - Positive impact (it could benefit) Neutral Negative impact (it could disadvantage)
Gender
Women Neutral
Men Neutral
Transgender men/women Neutral
Other please specify Neutral
The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Race
The categories used in the Race section are those used in the 2011 census. Consideration should be given to the needs of specific communities within the broad categories.
Asian Neutral
Black Neutral
Chinese Neutral
Mixed race Neutral
Other please specify Neutral
The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Disability
Long term health impairment could include mental health problems, asthma, heart conditions, chronic fatigue etc.
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Sexual orientation
Heterosexual, lesbian, gay men, bisexual, others
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Age
Older People Neutral
Younger people and children Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Political Opinion
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Religious Belief
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Martial Status
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Dependants
Neutral
Reason: The CHP is non-discriminatory and seeks to provide all members of the community with equal access to the Council’s complaints handling procedure.
Screening Questions
2. Are there opportunities to better promote equality of opportunity for people within any of the Section 75 categories?
Gender
(Women, Men, Transgender men/women , Other please specify)
The CHP is non-discriminatory and seeks provide all members of the community with equal access to the Council’s complaints handling procedure.
Race
The categories used in the Race section are those used in the 2011 census. Consideration should be given to the needs of specific communities within the broad categories.
(Asian, Black, Chinese, Mixed race, White, Other please specify)
The provision of the information in various languages will support individuals whose first language is not English.
Disability
Long term health impairment could include mental health problems, asthma, heart conditions, chronic fatigue etc.
All information will be promoted line with best practice and ensure it is easy to read and understand. The information will be available on Council’s website and may be accessed using screen reader software.
Sexual orientation
Heterosexual, lesbian, gay men, bisexual, others
--
Age
Older People, Younger people and children
All information will be promoted line with best practice and ensure it is easy to read and understand. The information will be available on Council’s website and may be accessed using screen reader software.
Political Opinion
--
Religious Belief
--
Marital Status
--
Dependants
--
Screening Questions
3. To what extent is the policy likely to impact on good relations between people of different religious belief, political opinion or racial group?
Section 75 Category: Religious Belief
Level of impact: None - the CHP is expected to impact positively across the population however, there would not be any impacts specifically for this category.
Section 75 Category: Political Opinion
Level of impact: None - the CHP is expected to impact positively across the population however, there would not be any impacts specifically for this category.
Section 75 Category: Racial Group
Level of impact: None - the CHP is expected to impact positively across the population however, there would not be any impacts specifically for this category.
Screening Questions
4. Are there opportunities to better promote good relations between people of different religious belief, political opinion or racial group?
Religious Belief: No, the policy will be applied consistently across the organisation
Political Opinion: No, the policy will be applied consistently across the organisation
Racial Group: No, the policy will be applied consistently across the organisation.
Additional Considerations
Generally speaking people can fall into more than one Section 75 category. Taking this into consideration, are there any potential impacts of the function, service, policy, procedure, project, strategy, plan or guidance on people with multiple identities? (For example: disabled minority ethnic people, disabled women, young Protestant men, young lesbians, gay and bisexual people.)
No impact.
Provide details of data on the impact of the function, service, policy, procedure, project, strategy, plan or guidance on people with multiple identities. Specify the relevant Section 75 categories concerned.
No impact.
Disability Considerations
Is there an opportunity to better promote positive attitudes towards disabled people by altering this function, service, policy, procedure, project, strategy, plan or guidance?
Yes
Is there an opportunity to encourage participation by disabled people in public life by altering this function, service, policy, procedure, project, strategy, plan or guidance?
No
Screening Decision
Likely Impact: None
If the decision is to subject the policy to an equality impact assessment (i.e. likely impact – Major), please provide details of the reasons for this:
N/A
If the decision is not to conduct an equality impact assessment (i.e. likely impact = Minor) the Council should consider if the policy should be mitigated or an alternative policy be introduced:
N/A
If the decision is not to conduct an equality impact assessment (i.e. likely impact = None), please provide details of the reasons for this:
Screened out – no negative impacts.
Mitigation
When the Council concludes that the likely impact is ‘Minor’ and an equality impact assessment is not to be conducted, the Council may consider mitigation to lessen the severity of any equality impact, or the introduction of an alternative policy to better promote equality of opportunity or good relations.
Can the policy/decision be amended or changed or an alternative policy introduced to better promote equality of opportunity and/or good relations?
No
If YES, give the reasons to support your decision, together with the proposed changes/amendments or alternative policy:
N/A
Timetabling And Prioritising
If the policy/decision has been ‘screened in’ for equality impact assessment, then please answer the following questions to determine its priority for timetabling the equality impact assessment.
On a scale of 1 to 3, with 1 being the lowest priority and 3 the highest, assess the policy in terms of its priority for equality impact assessment.
Priority Criterion
Rating (1 to 3)
Effect on equality of opportunity and good relations N/A
Social Need N/A
Effect on people’s daily lives N/A
Relevance to the Council’s functions N/A
Monitoring
Please outline proposals for future monitoring of the policy/decision:
The impact will be monitored through analysis of the trends and outcomes of complaints (this should include highlighting where there are areas where few or no complaints are received).