West Norfolk Council has admitted that it falsely accused a pensioner of benefit fraud.
The pensioner complained to the council after being sent a letter about overpayment by the finance department.
Details of the incident are given in a report to the council’s Resources and Performance Panel, which had looked at 48 corporate complaints received during 2012-13, an increase of 10 from the previous year.
Stating that the pensioner’s complaint was justified the report states: “The complainant had been accused of benefit fraud, but this is not the case.”
Another complainant said there had been severe delays in getting benefit calculated and added: “When completed it was incorrect twice and had to contact the council repeatedly to get it corrected.”
Other complaints included a resident who pays council tax consistently being sent a letter warning of recovery action.
Action was taken against another complainant due to the time for a benefit claim to be assessed.
While most of the complaints were lodged against the finance department, grievances were also put in against the leisure, environmental health and development control sections.
A total of 17 complaints were found to be justified.
The report will be discussed at Tuesday’s meeting.
A spokesman said: “The council deals with thousands of enquiries every year.
“Good customer service is obviously very important and something we strive to achieve.
“However, in any organisation of this size, from time to time errors will occur.
“We have a clear complaints procedure which enables people to tell us easily if they are not happy with the service they have received.
“We then investigate the complaint and respond accordingly. It is important that people do tell us when things have gone wrong so that we can learn from the mistake and improve the service for future customers.
“Several of the complaints reported for the last financial year, relate to problems created by the changes we made to our computer systems.
“For several weeks we had no access to customers’ records and we had a backlog of claims to deal with. Where the complaints have been justified, we have apologised for our error, and corrected the situation.
“We believe that our complaints procedure is robust, as we resolved the majority of complaints ourselves.
“Only seven complaints went on to the Local Government Ombudsman this year, compared to ten the previous year, and in each of thoseseven cases, the Ombudsman found in our favour.”