Fife and Tayside Metropolitan Area Network

FaTMAN - Complaints Procedures

Complaints Procedures
Version: 1.0
Date: April 2009

Faults

If you think there is a fault with FaTMAN, please see our Fault Reporting page.

Scope

This document covers all complaints relating to FaTMAN. In particular, it covers:

Complaints from FaTMAN members relating to operation of the Consortium Agreement and Network Services Agreement
Complaints from JANET(UK) relating to operation of the JANET Partner Agreement (JPA)
Complaints from individuals or others

It does not cover any staffing (personnel) issues which are covered by the University of Dundee employment and related policies. (Note 1)

Objectives

FaTMAN is run for the benefit of its members and to meet the needs of everyone who needs to make use of its services. It therefore strives hard to avoid the need for any complaints and to handle any complaints received in an efficient and effective manner. Where misunderstandings arise, they will be overcome. Where complaints demonstrate an underlying problem, this will be corrected as soon as possible. Where the complaint is not resolved satisfactorily there are opportunities for escalation.

Review and Monitoring of the Procedures

These procedures are owned by the FaTMAN Management Committee which shall approve them and review them from time to time.

Public access to the procedures

Details for individuals and members of the public to lodge complaints with FaTMAN are available on the FaTMAN web site at: www.fatman.ja.net/complaints.html (this page).

1. Complaints from FaTMAN members

The Consortium Agreement and Network Services Agreement contain the formal definitions against which complaints might arise.

2. Complaints from JANET(UK)

The JANET Partner Agreement contains the formal definitions against which complaints might arise and procedures for handling them. Escalation is as defined below.

3. Complaints from Individuals and others

FaTMAN Partner Sites

If you use a network connected directly to FaTMAN (ie you are located within the FaTMAN network) then you should report your complaints to local IT support staff.

Complaining directly to FaTMAN

You can lodge a complaint directly with FaTMAN by writing to the FaTMAN Administrator:

admin@fatman.ja.net

The FaTMAN Director of Operations will be informed of all complaints.

Lodging a Complaint

Please ensure that any complaint is clearly marked as a complaint.
Please give sufficient details to enable us to understand your complaint fully.
You should also give suitable contact details so that we can ask for clarification and report back to you.
Please make it clear if you do not want to be kept informed of progress on the complaint; otherwise we will send you updates
We aim to give a reasonable response within 5 working days. If substantial investigation is required this may take longer.

Complaint Handling

Your complaint will be handled in a professional manner. A report noting your complaint will be sent to the FaTMAN Management Group together with a proposed response and list of any relevant actions and/or remedies.

Where complaints identify problems or inadequacies within FaTMAN, reasonable steps will be taken to improve services.

Escalation Procedures

If you believe that your complaint is not being handled effectively you may ask the Chair of the FaTMAN Management Group to intervene. Please address such requests to: admin@fatman.ja.net

Complaining to JANET

If your complaint relates to services within the remit of JANET, you can submit it directly through the JANET Service Desk.

Other Queries

If you have any questions about FaTMAN please contact:

admin@fatman.ja.net

Logging and Resolution

All complaints received shall be notified to the FaTMAN Administrator who will log them in the FaTMAN Service Desk system, pass them to the appropriate person for resolution, track them and ensure that the complainant is kept informed of progress and outcome. The complainant should be asked to confirm that they accept the resolution.

Handling and Escalation Procedures

Complaints will normally be received by the FaTMAN Administrator who will forward them as appropriate.

Complaints from members of FaTMAN will usually go initially to the FaTMAN Director of Operations.
Complaints from JANET(UK) will usually go initially to the FaTMAN Director of Operations.
Complaints from members of the public will normally be despatched to the FaTMAN Network Manager, to the FaTMAN Director of Operations, or the FaTMAN Chair, as seems appropriate for that complaint.

Unless otherwise specified by contract, the escalation procedure will be:

FaTMAN Network Manager
FaTMAN Director of Operations
FaTMAN Chair
Director of Information Services, University of Dundee
Principal, University of Dundee

Explanatory Notes

Note 1: The University of Dundee is the Operating Agent for FaTMAN and holds a contract with JANET(UK) for this purpose.

FaTMAN Home Page