We've changed how we manage complaints
We’ve changed the way we manage complaints - from initial enquiries through to resolution.
We know the previous process didn’t meet your expectations, so we’ve changed it.
Introducing Speak Safe @ Fair Way.
You told us you wanted a safe, external and independent channel where you can raise concerns – especially before they become a complaint.
Fire and Emergency have partnered with Fair Way, experts in dispute resolution, to make an independent service available to all – volunteers and contractors too.
Speak Safe @ Fair Way has replaced the Behaviour and Conduct Office (BCO) and works differently in some important ways.
You don’t need to have a complaint to access Speak Safe @ Fair Way. You can call for advice about an issue or concern and Fair Way will not progress anything without consent or notify Fire and Emergency without permission. Ever.
It’s independent – from first contact Fire and Emergency is not involved and never has to be involved unless you decide that’s okay.
It’s self-led – so you’re in charge of how far things go.
Fair Way assesses initial issues and works with you to determine the next steps, independent of Fire and Emergency. Complex cases, including sexual harm and bullying, are independently managed through Fair Way. Less complex cases may be referred back to Fire and Emergency. But only with your permission.
Notes:
- Where there are allegations of serious misconduct, the role of decision-maker will be assigned at Deputy Chief Executive level only. This has been integrated into the new business processes supporting the service. This new process does not apply to current BCO cases where a decision maker has already been assigned.
- If you’re involved with an existing BCO case, the BCO will be in touch with you regarding the plan for managing your case to resolution.
We’ve also worked to ensure we have a ‘no wrong door’ approach to managing complaints and issues. You don’t have to use the new service. You can raise your issue or concern wherever you feel most comfortable – either at Fire and Emergency or Fair Way. They’ll help you decide how to proceed in a way that is best for you. We support our people leaders and other decision-makers to be able to act, and we are providing training and support to help you resolve issues as they emerge.
The Independent Complaint and Review Authority (ICRA) for volunteers and the public remains available.
Speak Safe @ Fair Way will serve Fire and Emergency well, now and into the future.
The new service will also support us in building capability within Fire and Emergency especially for our people leaders. This means we can deliver on our commitment to providing strong and accountable leadership as recommended in the 2022 review(external link).
Speak Safe @ Fair Way is free, confidential, and independent. You can get in touch by:
- Freephone: 0800 677 697
- Email: speaksafe@fairwayresolution.com
- Online form(external link)
The current complaints management process, for many reasons and for many people, has not always met expectations. This was clear in the responses we received during the consultation period and reinforces the need for changing the existing model.
Your feedback confirmed areas we know need to be improved or adapted, but also highlighted the functions that are working well, and that you believe we should emphasise more, including early resolution and restorative practice.
Thank you to everyone who participated in the consultation and engagement processes to help us get to this point. Your input and insights have made an important contribution to the outcome.
To make the decision outlined in this document, we considered the feedback and submissions received, and reviewed the information and data captured through engagements leading up to the release of the Consultation Document. Option 1 – the Hybrid model, with some modifications based on feedback provided, is the approach that will best meet the needs and address the concerns we have heard from you.
Option 1 allows us to address the critical issues with the current system identified by you. It provides significantly increased independence, will enable more timely and consistent resolution of cases and increases our access to specialist expertise. In addition, it will support us in building capability within Fire and Emergency especially for our people leaders. This means we can deliver on our commitment to providing strong and accountable leadership as recommended in the 2022 review.
Based on feedback received we have made some modifications to the model proposed in the consultation document to allow greater focus on restorative practice. And, by maintaining some capability inhouse we can support the resolution of issues and provide expert training to our managers so they can better manage issues as they emerge.
As to be expected, a wide range of views were presented in this process. We have made the best decisions possible to address the most significant concerns with the current system. The decisions taken will significantly improve the complaints management process, and the experience of people involved in that process and will provide us with an enduring and sustainable system for all personnel.
Submissions
In total we received 31 responses. 26 were from individuals with an even split supporting Option 1 and Option 2. We received two group responses, both representing 8 people each. Both groups supported Option 1. We also received 3 submissions from unions and associations. More detail about the submissions received is in the Decision Document.
Our consultation process ran from 25 July to 15 August.
The consultation document outlined options for a new operating model for complaints management
These options were informed by what we heard in our engagements during the change process with current Behaviour and Conduct Office personnel, People Branch, legal advisors, unions and associations, and regional leadership.
The options proposed in the consultation document are how we think we can best address these concerns and deliver a sustainable structure that will serve Fire and Emergency well now, and into the future.
A significant issue identified in our engagements was the need for more training. This training is specifically to help managers and people leaders better handle issues locally (before they escalate to a complaint) and support their people.
While training does not form part of this change process, it is part of the overall complaints management project. The Eke Taumata project team and People Branch are working on this together.
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