T: 345-747-5402
E: info@infocomm.ky
ICO Contact Information Print E-mail

Physical Address:
3rd Floor, Anderson Square
64 Shedden Road
George Town
Grand Cayman, Cayman Islands

Mailing Address:
P.O. Box 1375
Grand Cayman KY1 1108
Cayman Islands

Telephone:
345-747-5402

Email:
FOI matters - This e-mail address is being protected from spambots. You need JavaScript enabled to view it
General matters - This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Hours:
Monday to Friday, 9:30am to 4:00pm 

Customer Service Policy

The Information Commissioner’s Office (ICO) strives to satisfy the needs of its visitors and clients, but recognises that there may be occasions when actions carried out by the office or its’ staff will not meet the reasonable expectations of the public. The policy and procedures set out below and summarized in our Customer Service Policy are to be used to deal with general customer service issues about the office or the service it provides. If you have a complaint and are not satisfied with the results you receive from the ICO you can contact the Office of the Complaints Commissioner for further advice. Please note that complaints regarding FOI requests are handled through the Internal Review Process.

What is meant by a complaint?

A complaint is an expression of dissatisfaction that relates to the standard of service, actions or inaction by the Information Commissioner’s Office or its staff. Complaints can be made by an individual person or group of people verbally or in writing. All complaints will be formally recorded.

As a matter of policy, the Information Commissioner’s Office will not accept complaints from third parties as issues of confidentiality may arise. An exception will be made for individuals who are unable to submit a complaint personally because of disabilities or otherwise, in which case complaints will be accepted from individuals acting on their behalf.

How to make a complaint?

Complaints Form: Customer Service Policy and Procedure and Customer Service Form

Formal complaints can be made in the form of a letter to the Information Commissioner’s Office or alternatively, people may wish to fill in and submit a Customer Service Form in person, or by mail. Verbal submissions may also be made by phone. 

Written submissions must be clear and state the nature of the issue including individuals involved, dates, times, etc. Contact details (mailing address, telephone numbers, email, etc.) are required and all such complaints must be signed and dated in order to be processed as promptly as possible.

If the Information Commissioner’s Office is unclear about any part of the formal submission we may need to contact you to provide further clarification before a full investigation can be conducted.

How ICO handles complaints?

When your complaint has been received it will be processed in the following manner:

  • An acknowledgement letter will be sent out within 5 business days of receiving a complaint
  • The matter will be investigated and a full response will be sent out within 15 business days of receiving the complaint.
  • Where a full response cannot be made within 15 business days, the person will be notified of the progress of the complaint and advised when a response can be expected.
  • All parties involved will be given an opportunity to provide the ICO with the necessary information to resolve the issue. All information will be gathered as appropriate to the case.
  • All attempts will be made to handle complaints with confidentiality and sensitivity. In exceptional circumstances it may not be possible to maintain confidentiality in order to resolve the issue. Should this be the case, the client will be consulted to discuss available options.

How is a complaint resolved?

The ICO will send a response in writing, to advise of the outcome of the complaint process. Correspondence will be clearly written providing details of the investigation and the decision made. Complaints may be resolved in various ways including:

  • Clarification of a misunderstanding
  • Issuing a formal apology
  • Provision of a particular service to client
  • Changing or implementing procedures to prevent similar issues arising in the future

Anonymous Complaints

Not accepted.

Complaints Commissioner

If you are not satisfied with the ICO’s response to your complaint you can contact the Office of the Complaints Commissioner. The Complaints Commissioner is an independent person who investigates allegations of maladministration causing injustice to the complainant.  The Complaints Commissioner can be contacted at:

Address: Office of the Complaints Commissioner
PO Box 2252, KY1-1107
3rd Floor, Anderson Square, Shedden Road
George Town, Grand Cayman
Telephone: (345) 943-2220
Fax: (345) 943-2221
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.OCC.gov.ky

 

 
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Information Commissioner’s Office, P.O. Box 1375, Grand Cayman KY1-1108, CAYMAN ISLANDS T: 345-747-5402
E: info@infocomm.ky Open to the public: 9:00am – 4:00pm

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