Staff will be aware of impending changes which will mean the Council will be responsible for enforcement action to deal with parking offences.
Staff responsible for logging and dealing with incoming complaints should note the below guidance from our Information Governance team, now that North Ayrshire’s new Parking Enforcement has come into effect.
Where members of the public make complaints to the Council about the new parking enforcement rules, there are a small number of instances when complaints should be accepted and are noted below:
- Complaints about the alleged behaviour of a Parking Enforcement Officer;
- Complaints relating to communication from the Parking Enforcement Team;
- Complaints about Penalty Charge Notice processes/procedures not being followed correctly.
If complaints are received that meet the above criteria, below is a screenshot of how employees should log them in the complaint form:

The following should not be logged as a complaint:
- A member of the public believes a Penalty Change Notice has been issued incorrectly. There is an appeal process for this which can be found on the Council’s website here.
- No complaints should be logged that relate solely to the amount of the penalty;
- No complaints should be logged against the Council’s Decriminalised Parking Enforcement policy;
- No complaints should be logged against the Pavement Parking policy (as this is Scottish Government Policy).
More information about parking enforcement and how to ensure you do not fall foul of the rules can be found in the Staff Talk feature here.

