Across the public sector in Wales there is a commitment to improving services by learning from complaints. In response to this, the Welsh Assembly Government recently decided to set up a working group with a remit to put forward proposals for a model complaints procedure. The aim is that the model should be one that is suitable for adoption by all public service bodies in Wales from those which are small to those which are large and complex. A common, streamlined system should be to everyone’s advantage: for the complainant, public bodies, public service staff, local councils and the Welsh Assembly Government.
Peter Tyndall, the Public Services Ombudsman for Wales, has been asked to chair the working group and its membership consists of people in drawn from across the Welsh public service. WLGA and SOLACE are reflecting the views of local government and Community Housing Cymru is undertaking this role for housing associations.
The group held its first meeting on 23 July 2009 and expressed its commitment to engaging with stakeholders at an early stage and consulting informally on a regular basis throughout the process before holding a formal consultation towards the end of the project. Communication will be through various means, including relevant websites and direct contact from group representatives.
Please see attachments on the right hand side.