The Government of Jersey is seeking information from islanders on the handling and review of complaints about public services in a newly launched public consultation.
The consultation is being led by Deputy Moz Scott, Assistant Minister for Sustainable Economic Development and External Relations, who has been tasked by the Chief Minister to develop proposals to improve the resolution of complaints against providers of public services, with the aim of improving services for the public.
The project includes appraisal of the potential value to the public of introducing a Public Services Ombudsman to replace the existing Jersey Complaints Panel.
Public services are services provided to the community directly by government or by external organisations funded or owned by government. These include regulatory bodies, certain charities and utility providers and arms’ length organisations.
Members of the public are being invited to share their experience of public services, whether or not they have formally complained against any public service, and of the Jersey Complaints Panel, where relevant.
Deputy Moz Scott said: “The quality and value of public services are very important to islanders and the way that complaints are handled is key to organisational improvement.
“Among the things we wish to learn about is why islanders with a reason to complain may not have followed complaint processes and the experiences of those who have sought to follow a complaints process.
“We are seeking as many views as possible, including from local organisations who deliver public services, external reviewing bodies and the legal community.
“I would encourage all islanders who have experiences of, or a view on this matter, to participate in the public consultation to inform the work with their personal insight.”
