Handling of complaints & malicious reports

Summary

A request was made to the Department of Environment, Food and Agriculture for policies and data regarding the handling of malicious complaints and reporting procedures. The authority responded with a partial disclosure, providing some information while withholding other details under exemptions.

Key Facts

• The request targeted the Forestry, Amenity and Lands Directorate within DEFA.
• The requester sought policies on handling malicious reports and bad faith submissions.
• Information was requested regarding the logging of complainant details and visit outcomes.
• The authority confirmed receipt of the request on 3 October 2025.
• The final outcome was determined to be 'Some information sent but part exempt'.

Data Disclosed

• 2025-10-03
• 2025-11-05
• 4976157
• 5 pages
• 1 document
• past five years

Original Request

I am submitting a Freedom of Information request to obtain specific information regarding the policies and procedures implemented by the Forestry, Amenity and Lands Directorate, Department of Environment, Food and Agriculture (DEFA) concerning the handling of reports, particularly those that may be malicious or submitted in bad faith.  I am requesting the following information: 1.Current Policies and Procedures: Please provide copies of the current policies and procedures related to the handling of complaints received by DEFA, particularly those that involve reports of suspected violations or other actions concerning properties. 2.Complaint Documentation Practices: I would like to know whether the DEFA has procedures in place for recording the name, address, and telephone number of individuals making complaints. If such practices exist, please provide details on how this information is collected, stored, and used. 3.Logging and Outcomes of Reports: Please provide information on how DEFA documents each report received, including: - The number of complaints received for each property. - The frequency of visits made in response to complaints. - The outcomes or resolutions of each visit or intervention, including whether the reports were found to be valid or unfounded. 4.Review Procedures: I am interested in any documents or records related to any reviews or evaluations conducted regarding the effectiveness of the current complaint handling system. This includes any assessments made about the potential for misuse of the reporting process. 5.Training and Guidelines for Officers: Please provide information on any training or guidelines provided to DEFA officers regarding the handling of complaints to ensure that they are evaluated fairly and without prejudice. 6.Statistical Data: If available, I request any statistical data that DEFA may maintain regarding the nature and outcomes of complaints received over the past five years, particularly those that were determined to be unfounded. 7.Public Engagement Procedures: Details about how the DEFA engages with the public regarding its policies on reporting and how it communicates the importance of responsible reporting. I believe this information is crucial for understanding how DEFA can improve its processes and safeguard against potential misuse of the reporting system.

Data Tables (1)

Full Response Text

Freedom of Information Co-ordinator Corporate Services Directorate Thie Slieau Whallian, Foxdale Road, St John’s, Isle of Man, IM4 3AS Tel no (01624) 685854 Fax no (01624 685851 Email: defa@gov.im www.gov.im

Our ref: 4976157 05 November 2025

Dear ###

We write further to your request, received 3 October 2025, which states:

I am submitting a Freedom of Information request to obtain specific information regarding the policies and procedures implemented by the Forestry, Amenity and Lands Directorate, Department of Environment, Food and Agriculture (DEFA) concerning the handling of reports, particularly those that may be malicious or submitted in bad faith.

I am requesting the following information:

1. Current Policies and Procedures: Please provide copies of the current policies and procedures related to the handling of complaints received by DEFA, particularly those that involve reports of suspected violations or other actions concerning properties.

2. Complaint Documentation Practices: I would like to know whether the DEFA has procedures in place for recording the name, address, and telephone number of individuals making complaints. If such practices exist, please provide details on how this information is collected, stored, and used.

3. Logging and Outcomes of Reports: Please provide information on how DEFA documents each report received, including:

4. The number of complaints received for each property.
5. The frequency of visits made in response to complaints.

6. The outcomes or resolutions of each visit or intervention, including whether the reports were found to be valid or unfounded.

7. Review Procedures: I am interested in any documents or records related to any reviews or evaluations conducted regarding the effectiveness of the current complaint handling system. This includes any assessments made about the potential for misuse of the reporting process.

8. Training and Guidelines for Officers: Please provide information on any training or guidelines provided to DEFA officers regarding the handling of complaints to ensure

that they are evaluated fairly and without prejudice.

1. Statistical Data: If available, I request any statistical data that DEFA may maintain regarding the nature and outcomes of complaints received over the past five years, particularly those that were determined to be unfounded.

2. Public Engagement Procedures: Details about how the DEFA engages with the public regarding its policies on reporting and how it communicates the importance of responsible reporting.

I believe this information is crucial for understanding how DEFA can improve its processes and safeguard against potential misuse of the reporting system.

Our response to your request is as follows:

1. Current Policies and Procedures: Please provide copies of the current policies and procedures related to the handling of complaints received by DEFA, particularly those that involve reports of suspected violations or other actions concerning properties.

2. Complaint Documentation Practices: I would like to know whether the DEFA has procedures in place for recording the name, address, and telephone number of individuals making complaints. If such practices exist, please provide details on how this information is collected, stored, and used.

Section 20, Information accessible to applicant by other means
While our aim is to provide information whenever possible, under section 20 of the Act, we are not required to provide information in response to a request if it is already reasonably accessible to you, whether free of charge or on payment of a fee.

The information that you have requested is available here: www.gov.im/media/1381066/defa-making-a-complaint-final-oct-2023.pdf

1. Logging and Outcomes of Reports: Please provide information on how DEFA documents each report received, including:
2. The number of complaints received for each property.
3. The frequency of visits made in response to complaints.
4. The outcomes or resolutions of each visit or intervention, including whether the reports were found to be valid or unfounded.

The Forestry, Amenity and Lands Directorate recorded the number of complaints received in relation to properties during the years 2018 and 2019, with a total of 20 complaints documented. From 2020 onwards, this practice was discontinued, as such matters are now managed through routine operational procedures and are no longer formally logged as complaints.

In relation to your request for information on the frequency of visits made in response to complaints and the outcomes or resolutions of those visits, the Department does not hold this information, as it is not routinely documented.

To offer advice and assistance, any concerns raised regarding the removal or pruning of trees protected under the Tree Preservation Act 1993, whether received by phone or email, are handled by the Forestry, Amenity and Lands Directorate as part of its business-as-usual operations. These matters are not formally recorded or classified as complaints.

1. Review Procedures: I am interested in any documents or records related to any reviews or evaluations conducted regarding the effectiveness of the current complaint handling system. This includes any assessments made about the potential for misuse of the reporting process.

While our aim is to provide information whenever possible, in this instance the public authority does not hold or cannot, after taking reasonable steps to do so, find the information that you have requested. This is because the Forestry, Amenity and Lands Directorate does not hold documents or records related to any reviews or evaluations conducted regarding the effectiveness of the current complaint handling system, including any assessments made about the potential for misuse of the reporting process.

1. Training and Guidelines for Officers: Please provide information on any training or guidelines provided to DEFA officers regarding the handling of complaints to ensure that they are evaluated fairly and without prejudice.

While our aim is to provide information whenever possible, in this instance the public authority does not hold or cannot, after taking reasonable steps to do so, find the information that you have requested. This is because the Forestry, Amenity and Lands Directorate does not hold information on any training or guidelines provided to DEFA officers regarding the handling of complaints to ensure that they are evaluated fairly and without prejudice.

To offer advice and assistance, the Tree Preservation Act 1993 is available here: https://legislation.gov.im/cms/images/LEGISLATION/PRINCIPAL/1993/1993- 0006/1993-0006_5.pdf

1. Statistical Data: If available, I request any statistical data that DEFA may maintain regarding the nature and outcomes of complaints received over the past five years, particularly those that were determined to be unfounded.

The Forestry, Amenity and Lands Directorate does not maintain statistical data on the nature and outcomes of complaints. However, a small number of concerns have been informally recorded, with the following outcomes:

24/11/2023 Tree pruning Tree afforded Level 1 protection; only limited pruning permitted 19/08/2022 Tree felling complaint, legal boundary Matter considered a civil issue and not pursued by the Department 06/09/2022 Sulby Claddagh booking system Alternative option sought for booking system

1. Public Engagement Procedures: Details about how the DEFA engages with the public regarding its policies on reporting and how it communicates the importance of responsible reporting.

While our aim is to provide information whenever possible, in this instance the public authority does not hold or cannot, after taking reasonable steps to do so, find the information that you have requested. This is because the Forestry, Amenity and Lands Directorate does not hold details about how the DEFA engages with the public regarding its policies on reporting and how it communicates the importance of responsible reporting.

As part of our ongoing commitment to transparency and continuous improvement, the Forestry, Amenity and Lands Directorate is currently exploring the potential benefits and appropriate procedures for recording complaints that fall outside the scope of the formal Department complaints procedure.

To offer advice and assistance, the Department follow the Council of Ministers Public Engagement and Consultation Principles 2017 when engaging with the public. A copy of these principles is available here:
https://www.gov.im/media/1359188/consultation-principles-and-guidance-2017.pdf

Please quote the reference number 4976157 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review. If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on:

1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or
2. Whether we are justified in refusing to give you the information requested.

In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision.

More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im.

Should you have any queries concerning this letter, please do not hesitate to contact me.

Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.