Traffic commissioners: complaints protocol and internal grievance process
This document sets out how the traffic commissioners will handle complaints.
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For the avoidance of doubt this document refers to all complaints including those where the traffic commissioner has already sought to address the complaint directly or via support staff.
It sets out the procedures for dealing with complaints by third parties about the personal conduct of traffic commissioners and deputy traffic commissioners in relation to their judicial and their administrative functions, subject to the qualifications set out in the protocol.
Complaints to the Senior Traffic Commissioner will normally be submitted for investigation in the first place by the traffic commissioner in the relevant office. The STC may vary this either where the complainant indicates a failure to get a satisfactory response from a traffic commissioner or where both the complainant and the STC considers it justifies immediate escalation to the STC.
Updates to this page
Last updated 31 May 2024 + show all updates
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updating guidance
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Amending PDF link in HTML attachment.
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First published.