1. COAT Conference 7 May 2010 Diane Robinson, President, Guardianship Tribunal

2. Issues for consideration When is a complaint a complaint and not an appeal point? Internal and external complaints – how do we handle complaints from: parties witnesses or members of the public other Tribunal members or staff

3. Issues for consideration Complaints about matters that are part heard or adjourned How does our commitment to impartiality and independence and also to accountability sit with our complaint handling procedures? The Slip Rule

4. Issues for consideration How to involve Tribunal members in the complaint handling process? How complaint management relates to: performance management performance appraisal reappointment

5. Guardianship Tribunal Supports for members: Code of Conduct Competence framework/Performance appraisal Professional development program Complaints handling policy 2008/2009 – 0.77% 66 Complaints 8, 466 matters finalised