Complaints and Feedback Procedure

Introduction:

The Commissioners and Officers of Onchan District Commissioners aim to meet the needs and requirements of the people of Onchan. If you remain dissatisfied with any part of the services we provide please follow our complaints procedure.

First Stage

Please contact the following:

Building Control, Flat Regulations, byelaws and enforcements, refuse and street cleaning, parks and open spaces, street lighting, public conveniences, and maintenance issues (including Housing and commercial properties) 

 

Surveyors Department

Telephone: 624967  

Report a Problem

Administration 

Administration Department

Telephone:  675564 (option 5) 

Report a Problem

Housing issues

Housing Department

Telephone: 675564 (option 3)

Report a Problem

Rents, rates, payments, and Hub bookings

Finance Department

Telephone: 675564  (option 4)

Report a Problem

Library

Library Team

Telephone: 621228 

Report a Problem

They will address your complaint and provide you with a full written answer within 10 working days.

Second Stage

Should you still remain dissatisfied please contact either of the following Heads of Department:- 

Building Control, Flat Regulations, byelaws and enforcements, refuse and street cleaning, parks and open spaces, street lighting, public conveniences, and maintenance issues (including Housing and commercial properties)

District Surveyor - Ryan Forgie

Telephone: 624967

E-Mail: ryanforgie@onchan.org.im

Administration 

Deputy Clerk - TBC 

Telephone: 675564 (option 5) 

E-Mail:  admin@onchan.org.im 

Housing issues

Deputy Clerk - TBC

Telephone: 675564 (option 5)

E-Mail: admin@onchan.org.im

Rents, rates, payments, and Hub bookings

Chief Finance Officer - Stephanie Johnson

Telephone: 675564 (option 4) 

E-Mail: stephaniejohnson@onchan.org.im

Library 

Deputy Clerk - TBC

Telephone: 675564 (option 5)

E-Mail: admin@onchan.org.im

 They will address your concerns and respond to you within 10 working days.

Third Stage

If you remain dissatisfied following the response received from the Department Head, please contact the Chief Executive/Clerk of the Authority, Ross Phillips in writing within 10 working days from receiving your reply of the 2nd stage.

The Chief Executive/Clerk will look into the matter on your behalf and liaise with the necessary departments.

Tynwald Commissioner for Administration Act 2011 ("the Act") 

In accordance with the Act if you still remain dissatisfied with the complaint response you can contact the Tynwald Commissioner for Administration within 6 months of the final decision at the following contact details:-

Tynwald Commissioner for Administration

Office of the Clerk of Tynwald

Legislative Buildings

Finch Road

Douglas

Isle of Man, IM1 3PW

E-Mail: ombudsman@parliament.org.im