Complaints procedure

Section 24 of the Aquaculture and Fisheries (S) Act 2013 introduces a new section 46(D) to the Salmon and Freshwater Fisheries (Consolidation) (S) Act 2013 to provide for a Complaints Procedure to deal with the making of complaints to the Board and how the Board should handle them.

The following categories of persons are authorised to make complaints to the Board:-

(a) Members of the public

(b) Proprietors of salmon fisheries in the Board’s district

(d) Tenant netsmen in the Board’s district

(e) Members of the Board

(f) Other District Salmon Fishery Boards

If you fall within the above categories of complainant and have a legitimate complaint to make then your complaint should be addressed to the Fishery Director, 37 George Street, Dumfries, DG1 1EB.

Tel: 01387 740043

e mail: board@river-nith.com

A two-stage complaints procedure is in place. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure. For that reason, whilst it is competent for you to make a complaint verbally or by telephone it would greatly assist in the speedy handling of your complaint if you could make it clearly in writing and send it to us by delivery, post or e mail, unless your complaint relates to ongoing illegal activity in the river system, such as poaching, damage to the river system or other similar incidents of an immediate or emergency nature, in which case complaint by telephone is recommended.

Stage 1

This is the first opportunity for the Board to resolve a complainant’s dissatisfaction, and most complaints should be resolved at this stage. In the first instance, the Fishery Diresctor will investigate the nature of the complaint. This gives the Board the opportunity to resolve and correct any resulting disadvantage (upholding the complaint), or establish that the action of the Board was correct thereby enabling the Board to explain this to the complainant (not upholding the complaint).

Stage 2

If the complainant is dissatisfied with the stage 1 response they may request a review by the full board and it would be expected that this would be discussed at the next scheduled meeting of the Board. Given the confidential nature of complaints, the Board might elect to hold this meeting, or part thereof, in private. In this instance the complainant will be given the right to attend the meeting.

Indicative timescales for handling a complaint

Stage 1 – maximum 81 working days

– Acknowledgement within 21 working days

– Full response within 60 working day

Stage 2 – timing will depend on the scheduling of the next Board meeting

– Acknowledgement within 5 working days, with notification of the date and location of the meeting at which the complaint will be discussed

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.

General statement on complaints

All complaints will be treated seriously, whether they are made by telephone, by letter, or by email.

– Complainants will be treated with courtesy and fairness at all times.

– All complaints will be treated in confidence within the Board.

– Complaints will be dealt with promptly. Written complaints will be acknowledged within five working days and a full reply within 20 working days of receipt. If a full reply cannot be provided within 20 working days of receipt, the reason will be explained and notification provided as to when a reply will be forthcoming.

– The number of complaints received, a statement as to the nature of each complaint and how it was disposed of will be published in our annual report.