Assessment Manual

Part 7

6. Early Decisions – Invalid Complaints 

6. Early Decisions – Invalid Complaints 

Invalid complaints fall into three categories those:

  • where a body is not in jurisdiction; we write to the PA/Rep to explain why we are closing the case. We neither notify the BinJ nor issue a Decision statement 
  • where the complaint has previously been considered and decided;
    • if a new case has already been set up and is picked up from the unallocated queue in Assessment, please close as invalid by letter, and complete the decision screen: decision reason invalid/forwarded complaint;

    • if we receive the contact as a task from Intake with a complaint form moved from a case Intake have voided, we must confirm the matter is not valid for us to consider again (there is no need to set up a new case); and

    • in both cases we write to the PA/Rep to explain why we are closing the case, but we neither notify the BinJ nor issue a Decision statement. IF rlevant we should include PDR information.

      If the new contact is about non-compliance with a previous remedy at IU it must be referred to the Investigation casework manager unless they have already seen it. They will decide whether to open a new case at IU in line with the Investigation Manual.  

  • where a PA has not given written consent but could do so.

If we do not have written consent, we close complaints with an early decision:
‘Invalid: Consent - section 26A(1)(b)’ by letter. See the Casework Guidance note on Consent for more.

Invalid Complaints – ECHO instruction

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