When we receive a complaint or report from a person we may create a record containing the identity of the complainant and any other individuals involved.
We will use the personal information we collect to process the complaint or report and to check on the level of service we provide. We do compile reports for internal management oversight, but minimal information is used. We will also publish, in our Annual Report, statistics showing information such as the number of complaints we receive, but not in a form which identifies anyone.
We usually disclose the identity of the complainant to the CAA manager in the area related to the complaint or report. This is necessary where, for example, the accuracy of a person's record is in dispute or a report directly relates to the complainant and an investigation is required. If a complainant doesn't want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in files in line with our retention policies. This means that information will be retained for varied amounts of time from closure depending on the type of complaint or report. It will be retained in a secure environment and access to it will be restricted according to the 'need to know' principle.
Similarly, where enquiries are submitted to us, we will use the information supplied to us to deal with the enquiry, compile internal reports and to check on the level of service we provide.
As the CAA also has a number of other specific complaints policies relevant to different CAA functions, you may wish to take a look at our Making Reports and Complaints page.