Complaints

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Aim of the Public Works Department:

The Public Works Department (PWD) aims to provide a high quality of service to its customers and the public. We also aim to provide a supportive and a fair work environment for our employees. From time to time we may fall short of these aims. Feedback - both good and bad will help us improve our service to you.

Our policy for handling complaints regarding our services, actions or staff is as follows:

FOI Appeals

Please visit our Freedom Of Information section for information on complaints concerning an FOI Request

The Complaints Commissioner recommends that we have an Internal Complaints Procedure.

The Public Works Department strives to satisfy the needs of its customers. But we realise that sometimes we make mistakes and that sometimes people are not happy with what we have done.

Our policy for handling complaints is set out below.

What Can I Complain About

Anyone can make a complaint regarding our services or the actions of PWD or its staff.

Anonymous Complaints

We will investigate anonymous complaints in the same way outlined above and seek to put things right if the complaint is found to be justified. However, if an anonymous complaint involves alleged misconduct by a member of staff which, if proven, would be grounds for disciplinary action, then the appropriate officer responsible for disciplinary matters will investigate the complaint.

How to Make a Complaint

You can make a complaint:

  • By speaking directly with the PWD Supervisor of the project/staff;
  • By speaking directly with the Human Resources Manager at PWD (Ms. Francene Roach — tel. 1-345-244-4823)
  • In person at the PWD Office, 370 North Sound Road, George Town, Grand Cayman (Human Resources Manager at PWD - Ms. Francene Roach — tel. 1­345-244-4823)
  • By telephone — 1-345-949-2547
  • By Fax — 1-345-949-7731
  • In writing to: Ms. Francene Roach, Human Resources Manager,
  • P 0 Box 10505, Grand Cayman, Cayman Islands KY1 — 1005

Make your complaint clear by giving as much detail as possible

  • Please advise what service person or aspect of the Department you are complaining about.
  • The date, time and location where an incident may have occurred and who was affected.
  • Any expectations you may have had of the Department's services as a result of information provided.
  • Your name, address and contact details so that the Department can respond to your complaint
  • Any other information which you think would help to make your point and help us investigate your concerns.

How Will the Complaint be Handled?

  • Your complaint will be handled / overseen by PWD's Human Resources Manager and will be treated seriously and investigated promptly. If the matter cannot be resolved expeditiously, we will write to you and acknowledge receipt of your complaint with 5 working days of its being received and then provide a further written response.
  • When attending at the PWD office, a complainant will be asked to complete the PWD complaints form and return it to the HR Manager at PWD. If it is not possible for the complainant to complete the form then a PWD employee will assist in completing the form on behalf of the complainant.
  • Once the PWD complaints form is received by the HR Manager, it is numbered, date stamped and copied to the Director. The Director is to receive a copy of any complaint within one business day of the complaint being received. If the PWD complaints form was completed in person at the office then the complainant will be given a photocopy of the stamped form with the complaint number.
  • Complaints received by other means (by phone, email, mail etc) will be transferred by the receiving PWD staff member to the PWD complaints form, attaching copies of any letter, emails etc. and the complaints form shall be stamped and numbered as above. The complaint form shall detail the name of the PWD employee who completed the form. A copy of the completed, stamped, numbered complaints form shall be forwarded to the complainant within two business days.
  • We will send you a written response to your complaint within 25 working days of it being received. This could be our final response to your complaint or a progress report of how we are investigating your concerns.
  • Where we have provided you with a progress report, we will continue to provide you with further progress reports until your complaint has been dealt with.
  • If we have not acknowledged your complaint with 5 days of receiving it or have not provided you with a full written response within 25 days, then we will write to explain the reasons why and to give you a date by which time we expect to be able to give you a full or final response.

Dissatisfied with Response?

If you are dissatisfied with the response to your complaint, you can contact:

The Chief Officer, Ministry District Administration, Works, Lands and Agriculture (DAWL&A) at —

4th. Floor,
Government Administration Building Elgin Avenue
George Town.
Telephone: 1-345-949-7900
Fax: 1-345-949-3896

The Office of the Complaints Commissioner at—

202 Piccadilly Centre
28 Elgin Avenue
George Town
P 0 Box 2252
Grand Cayman KY1-1107 Cayman Islands
Telephone — 1-345-943-2220 Fax — 1-345-943-2221

Last Updated: 2011-02-08

Last Updated 2011-02-08