Customer feedback policy

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​ Introduction​

​The Government ​of Jersey is committed to providing high standards of service and care to the people of Jersey.​ We aim to deliver quality services with consistency and provide the public with easy to use, efficient systems and processes that meet our customers’ needs.

We welcome feedback and want to understand the experi​ences of our customers. This may be in the form of a complaint, compliment, suggestion or comment. We ​will use all types of feedback to learn about customers’ experiences of the services provided and strive to improve them.

We use the term ‘customer’ to describe any individual or organisation that accesses our services. ​

Purpose

The purpose of this policy is to:

• set out a clear framework showing how feedback will be managed and responded to
• make it easy for customers to provide feedback
• support a simple, free and consistent approach to complaint handling
• ensure that complaints are dealt with in a fair, unbiased, timely and confidential manner
  
• enable us to use what we have learned to understand the needs of our customers to improve service, satisfaction and performance​

Sco​pe

This policy applies to customer feedback received across the Government of Jersey. It applies to all employees, agency w​orkers, contractors, and ​volunteers.

This policy covers suggestions, comments, compliments or complaints about:

• the standard of service we provide including all aspects of healthcare
• how we administer services and the processes we use
• the advice we have given
• the behaviour of our staff
• any action or lack of action by staff affecting a customer or group of customers of the department
• feedback on policy or law

This policy does not cover:

• staff grievances
• whistleblowing
• code of conduct complaints
• responses to requests for feedback given as part of a consultation process
• private healthcare
• matters that are the subject of current or past legal action
• complaints about General Practitioners
• complaints that have already been formally investigated under this policy
• requests for information made under the Freedom of Information (Jersey) Law 2011. Complaints can be submitted about the handling of an on-going request that is yet to be completed.​​
  
• Subject access req​uests made under the Data Protection (Jersey) Law 2018. Complaints can be submitted about the handling of an on-going request that is yet to be completed.
• complaints about Crown Officers and complaints about the Law Officers Department
• complaints about decisions or conduct o​f the Viscount, the Deputy Viscount or the Judicial Greffier 
• complai​nts about States Members or, the Greffier or Deputy Greffier of the States 
• complaints about States of Jersey police officers and organisational complaints about the States of Jersey Police
• complaints that fall under the remit of the Health and Safety Inspectorate or Trading Standards​
• w​hen​ there is a formal right to appeal or request a review, and you disagree with a decision, this will be handled through a separate process by the relevant department. If you give feedback about a decision that has an appeal process, you will be informed that your case has been passed on to that process. Common types of decisions you can appeal include:
• parking fines
• planning or building decisions
• school admissions
• social security decisions
• tax assessments​​

Customer feedback process

Providing feedback

You can provide feedback yourself, or a family member, friend, representative, or independent advocate can contact us.

If a complaint is made on behalf of someone else, we will need their consent before we can share any inform​ation.​ ​

You may submit feedback at any time in the best way for you. We welcome feedback at the point of service as well as afterwards.

You can provide feedback in person, directly to any Government employee, or alternatively:​

• online at gov.je/feedback
• by email at feedback@gov.je
• by calling +44 (0) 1534 444444, or for Health and Care Jersey by calling +44 (0) 1534 443515​​​

​You can write to us at:

Government of Jersey
PO Box 55
St Helier
JE4 8PE

If you need help in providing feedback, you can ask any G​overnment employee to help you, or you can contact the Customer Experience t​eam by:

• calling +44 (0) 1534 444444
• emailing feedback@gov.je.​

Complaints

A complaint can be about:

• the standards of our services
• an act, omission or decision that has been made

Complaints are welcomed at all levels. They allow us to put things right where they have gone wrong and address any shortcomings. We seek to reach a speedy and satisfactory resolution.

All feedback should be handled in line with this policy. This includes feedback made through Ministers or Assistant​ Ministers.​

The following are our principles when dealing with complaints:

• we will deal with complaints impartially, objectively and professionally. Customers who complain can be assured that there will be no adverse treatment of them or their families because they have made a complaint
• we will keep you informed about the progress of your complaint

What to expect when you make a complaint

We encourage our customers to give feedback to departments at the point of service. We aim to resolve complaints at the initial point of contact. Where possible, staff will be equipped to respond to complaints. This includes being given appropriate authority, training and supervision.​

​Complaint acknowledgement​

If you submit your feedback through our online form or by email, you’ll get an immediate automated ​acknowledgement.​

We aim to review and give an initial response to all complaints within 2 working days of receipt.  Cases received after 3pm, will be responded to from the next working day. 

We have a 3-stage procedure for complaints. Once we have received your complaint we will discuss it with you and agree how it will be dealt with.

We aim to resolve complaints at the first point of contact, regardless if complaint is made:

• in person at the time of the incident
• after the event​

​ Timeframes

The timely resolution of complaints and keeping complainants informed of progress is very important to us.

If a complaint is received after 3pm on a working day, stage 1 will begin on the next working day.

Where additional consent is required from the complainant, day 1​ of the timeframe will begin on the day that consent is received.

For the purposes of this policy working days are, Monday to Friday, excluding b​ank holidays.

Timeframes Stage 1

We aim to respond to stage 1 complaints at the point of service or as soon possible after receipt. This should be up to 5 working days from the date of receipt.

If we are not able to meet this timeframe, it may be extended with your agreement. However, complex cases or those requiring more time to resolve will be escalated to Stage 2, and you will be contacted to agree a new timescale.​

Timeframes Stage 2

Our aim is to resolve stage 2 complaints within 10 working days of receipt or the date of escalation. This may be extended for complex cases or those requiring more time to resolve.​ We will ensure there are clear timescales agreed and communicated with the complainant.

Timeframes Stage 3​

Our aim is to resolve stage 3 complaints within 10 working days of receipt or the date of escalation.​ We will ensure there are clear timescales agreed and communicated with the complainant.

Some level 2 or level 3 complaints can be more complex and may require a more specialist or wide-ranging level of investigation. Therefore they could take longer to conclude.​ You will be kept informed of any additional timescales.

​Examples of such complaints include:

• medical or social care in Health and Care Jersey
• children’s social care in Children, Young People and Education Services (CYPES)​

Complaints about schools received outside of term time will be addressed starting from the first school day after the holiday period.  If a complaint is received before a school holiday, it will be addressed within the usual timeframe of 5 or 10 school days (not inclusive of holiday period), unless all parties agree to an extension.​

We will assess and prioritise feedback in accordance with the urgency or seriousness of the issues raised.

If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.

Escalation timeframes

If you are not satisfied with the response to your complaint, you can escalate it to the next stage. 

When seeking to escalate a complaint to either stage 2 or stage 3, you have 20 working days from the date of the response to do this, unless there are special circumstances. 

The complaint will then be reviewed by a senior officer who will respond within 10 working days, unless a different timeframe has been discussed and agreed with you.

Time​ limits for making a complaint

It is important that a complaint is made as soon as possible but generally a complaint should be made either:

• within 12 months of the date when the service was provided or the event being complained about occurred
• within 12 months of becoming aware of the event or subject matter

The time limit may be extended if there are valid reasons for the delay in providing feedback. In such cases, we will consider whether a fair investigation can still be carried out, ensuring the process remains transparent and robust​.

Consent

Consent must be received for us to investigate your complaint. We will try to contact you to gain your consent but if we are unable to obtain it, we will contact you to inform you to that we are unable to proceed with the complaint.

Where consent is required, day 1​ of the timeframe will begin on the day that consent is received.​

Education

For complaints relating to schools, a complaint at stage 1 will be handled by the school. If escalated to stage 2, the complaint will then be investigated by the Head Teacher or their delegate. Where this is not appropriate, it will be escalated to the Education Department and an officer will be assigned. At stage 3 the complaint will be escalated to the Chief Officer who is able to refer the complaint to another Chief Officer, a delegated member of the departments Senior Leadership Team , or an independent third party, if appropriate.

Depending on the nature of the complaint, however, it may be that the school’s governing body is the appropriate avenue at any stage, for example to avoid conflict of interest if feedback relating to a head te​acher. Communication with the person giving feedback will be maintained at all levels.

Further steps

If our complaints process above has been completed and issues have not been resolved to your satisfaction, the next stage is independent external review by the States of Jersey Complaints Panel. Find out about alternative avenues for dealing with complaints.

Managing customer feedback

Facilitating fee​dback

We value the feed​back given by customers and are committed to making it easier.

People giving feedback will be:

• provided with information about our Customer Feedback Policy
• provided with information about how we handle feedback
• provided with multiple and accessible ways to give feedback
• listened to, treated with respect by staff and actively involved in the process where possible and appropriate
• kept up to date​
• provided with reasons for our decision​ and any options for redress or review

Anonymous feedback

We accept anonymous feedback. While we are not able to provide a direct response, we will carry out an investigation of t​he issues raised if there is sufficient information provided. This helps us to learn and improve c​ontinuously.

Accessibility

We will ensure that information about how and where feedback can be given to or about us is well publicised. We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly people who may require assistance, including:

• children and young people
• people with disabilities

If a person prefers or needs another person or organisation to assist or represent them in the giving or resolution of their feedback, we will communicate with them through their representative if this is their wish.​

Anyone may represent a person wishing to give feedback with their consent, such as:

• an advocate
• a family member
• a legal or community representative
• a States member
• another organisation​
  

Responding to complaints

Responsiveness

We are committed to managin​g people’s expectations We will inform people making a complaint within 2 working days, of the following:

• the complaints process
• the expected timeframes for our actions
  
• their likely involvement in the process
  

We will request for all relevant information relating to the feedback at the start of the investigation.

After the initial feedback is provided, any further contact or requests for additional information will be kept to a minimum and will only occur if absolutely  necessary. This ensures that the follow-up process is efficient and respectful of your time.​

If you don’t provi​de all relevant information at the start of the investigation, it may delay the complaint being resolved.​

When we acknowledge your complaint, we will let you know if there are any areas we are unable to address. Where possible, we will advise about where the issue or complaint can be directed to.​

We will also advise you as soon as possible when we are unable to meet our time frames for responding to your complaint and the reason for our delay.

Objectivity and fairness

We will address each complaint with integrity and in an equitable, objective and unbiased manner.

We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.

Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.

Responding flexibly​

Our staff are supported to resolve complaints as quickly as possible. We will be flexible in our approach to enhance accessibility for people making complaints or their representatives.

We will assess each complaint on its merits and involve people making complaints or their representative in the process as far as possible.

Confidentiality​

We will protect the identity of people giving feedback where this is practical and appropriate.

Personal information that identifies individuals will only be disclosed or used by us as permitted under the Data Protection (Jersey) Law 2018​. Information is only disclosed to those with a demonstrable need to know or a legal right to access those records.

Where a complaint is raised by someone other than the service user, consent will be required from the data subject, and information will not be disclosed to the third party until an appropriate consent has been received.

Safeguarding

If at any point there is a safeguarding concern it must be investigated as per the Safeguarding Partnership Board Managing Allegations Framework. A safeguarding alert will be raised without delay.

Where there is a complaint involving a vulnerable adult or child, the appropriate Safeguarding Manager will be informed and the most appropriate route of investigation agreed. This may fall outside the Customer Feedback Policy.​

Managing the parties to a complaints

Complaints b​eing made on b​ehalf of somebody else​

Complaints can be made by a representative if the customer has given their consent.

The need for consent will be evaluated case by case. Consent is not necessary if the complaint is made on behalf of:​​

• a deceased person
• someone who lacks the capacity to make their own decisions
• a non-Gillick competent child. This means a person under 16 who lacks sufficient understanding to make informed decisions about their care or treatment​

Where consent is given by a person who has capacity, the person giving the consent must be informed that:

• all records held in the relevant departments may be accessed in order to find relevant information for the complaint
• relevant information fr​om their records will be accessed by people investigating their complaint
  
• where a complaint refers to Health and Care Jersey, relevant information from their records may be shared with clinicians and others not directly involved in their treatment
• information may be shared across the Government of Jersey as part of the process
• information relating to the complaint will not be added to their record and there will be no impact on services
• the investigation into their complaint will not begin until consent is received. Consent must be received within 10​ working days of the consent being requested. If consent is not received within this time, the feedback may not be investigated

Complaints involving multiple departments

Where a complaint involves multiple departments, or areas within a department, we will work to ensure that communication with the person making a complaint or their representative is clear and coordinated. The person making the complaint will have a single point of contact, who will manage communications about the complaint.

Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complainant.

Where our services are contracted out, we expect contracted service providers to have an accessible and comprehensive complaint management process. Contractors should be able to demonstrate that they have an appropriate process in place. We take complaints not only about the actions of our staff but also the actions of service providers.

Complaints involving multiple parties

When similar complaints are made by related parties we will try to arrange to communicate with a single representative of the group if possible subject to privacy and confidentiality considerations.

Acceptable behaviour

Our feedback policy is impartial and free. We believe that complainants have a right to be heard, understood, and respected. We work hard to be open and accessible to everyone.

Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint. In a small number of cases the actions of individuals become unacceptable because they involve abuse of our staff in any form, or our process.

When this happens, we have to take action to protect our staff. We also consider the impact of the behaviour on our ability to do our work and provide a service to others.

Respecting each other means that:

• we believe that everyone has the right to be treated with respect and dignity
• we will listen with empathy and kindness
• we will treat everyone fairly and justly

To do this, we need your help to:​

• tell us what you need
• tell us the best way we can communicate with you
• tell us what method of communication works best for you. We will do our best to meet your needs
• treat our staff with courtesy and respect

It is okay to change your mind or realise something else will work better at any time.

Tell us if something is going wrong. We want to fix problems and to know if you are unhappy. We will check what we have done against our policy and make changes if we can.

We understand that you may be frustrated, distressed or angry because of something that has happened. We must ensure that:

• our staff have the same rights to be treated with respect and dignity as our customers, and we must provide a safe working environment for them
• our service is accessible and responsive to all our customers​

We need to ​deal with any situations or actions that  could negatively affect our staff or impact our ability to address their complaint. Examples of these include:

• abuse toward our staff
• misuse of our processes
• persistently vexatious ​complaints

We must take steps to protect our staff and uphold service standards. 

This includes instances where complainants use discriminatory comments, or abusive or offensive language, in verbal or written correspondence.

A range of actions may be taken, including:​

• restricting contact methods
• requiring communication through an agreed third party

In extreme cases, we ​may decide to withdraw services from the customer.

If we  need to discuss this with you or change the way we engage with you, we will explain what actions are to be taken and why.​​​

Closing complaints​

We classify complaints as 'closed' once they have been resolved or a response has been provided. This allows us to:

• track how each issue was addressed
• monitor outcomes
• use this information to improve our services

The table below outlines the different reasons we use to close a complaint.

Alternative avenues for dealing with complaints

We will inform people who make complaints to, or about us, of any internal or external review options available to them, including the process for taking issues to the States of Jersey Complaints Panel.

States of Jersey Complaints Pa​nel

If a complaint has been through all stages of the customer feedback process and the customer is not satisfied with the outcome the customer has the option to request that the complaint is considered by the States of Jersey Complaints Panel.

The Administrative Decisions (Review) (Jersey) Law 1982 established the States of Jersey Complaints Panel. Its role is to review complaints by members of the public. The complaint may be about any matter of administration by any Minister or Government department, or by any person acting on their behalf.

You can contact the Complaints Panel team by:

• calling  +44 (0) 1534 441016 for an informal discussion about the case
• email at complaintsboard@gov.je. Include details of the complaint and any relevant documentation
  

You can also write to The Greffier of the States at the address below. I​nclude details of the complaint and relevant documents:

The Greffier of the States
Mrs L. Hart
States Greffe
Morier House
Halkett Place
St Helier
Jersey
JE1 1DD

What happens when a complaint is received

Once they have all the details of the case, they will contact the relevant Department or Minister for a response. They will have 2 weeks in which to provide this.

The steps are as follows:

1. when the response has been received, they will share the details of the complaint with the Chair of the Panel and 2 members of the Panel for review
2. the Chair will decide whether the case falls within the Panel's remit and whether a public hearing should be arranged to investigate the matter further
3. should a hearing be convened, both the complainant and the Minister or Department involved will be given the opportunity to outline the case
4. the Complaints Board will consider what they have heard in private and publish a report with findings and recommendations
5. If the complaint is upheld, recommendations may be made to the Minister concerned and they could be asked to reconsider the original decision
   

Complaints to professional bodies

If your complaint relates to professional misconduct then the relevant Government Department will be responsible for investigating the allegations made. This may lead to an internal disciplinary investigation into the matter and involvement of one of the professional regulatory bodies.

If a customer wishes to raise a concern about our employees directly, they can write to the appropriate professional or regulatory body to make a complaint. It is the decision of the professional or regulatory body whether to progress the complaint and whether to investigate the matter and what level of investigation is required.

A complaint to a professional body can be made even if a complaint is made under our Complaints Policy. If an investigation has already started under the Complaints Policy, the professional body may wait for the outcome of this before deciding what action it should take, or the professional body may ask that we wait for the outcome of the professional body’s investigation before we start our own investigation.

Withdrawal of complaints

Complaints may be withdrawn orally or in writing at any time. A written record of oral requests, to withdraw a complaint, will be made.

Taki​ng legal ac​tion about a complaint

If, at any point during the complaints process, the complainant makes it clear they intend to take legal action or have involved a lawyer, it may still be possible to use the Customer Feedback Policy.

For clinical negligence or personal injury claims, the Department concerned should work with the Head of the Civil Division at the Law Officers Department, or the Legal Services Manager at Health and Care Jersey. This is to determine whether progressing the complaint might impact future proceedings.​

If there is no legal reason why the complaint should not be investigated, the complaint can continue to be investigated under the Customer Feedback Policy.

In cases where there are legal reasons why a complaint should not be dealt with under this policy, the complaint investigation will stop. The complainant will be advised of this fact and advised to ask their legal representative to contact the Law Officers’ Department or the Legal Services Manager. Any issues raised within the complaint that are not part of the claim will continue to b​e investigated.

Where complaints involve the death of someone, these are referred to the Deputy Viscount, the Head of Clinical Governance and Risk Management at Health and Care Jersey. They will lead and co-ordinate the investigation. This ensures clear lines of communication and investigation for both clinicians and families.

Accountability and learning

All complaints offer the opportunity for us to learn and improve. It is important that all complaints are reviewed, and lessons are learned.

As a learning organisation, we are committed to improving effectiveness and efficiency. We want to get it right first time. To do this, we will:

• ensure that any actual or proposed improvements to services and programs will be followed up and acted upon
• make system changes that have been identified by analysis of complaints data and continual monitoring
  
• implement best practices in handling customer feedback
• recognise and reward exemplary handling of customer feedback by staff
• regularly review the complaints management system and complaint data
• listen to people going through the feedback process in order to learn how the customer feedback procedures can be improved
  
• learn ​from customer feedback so that improvements can be made across the whole of Government
  

Analysis and evaluation of customer feedback

We’ll ensure that complaints are recorded so that information can be easily analysed and reported on.​

Regular reports will be run on:

• the number of each type of feedback received, including volume of cases opened
• the outcome of complaints such as upheld, partially upheld, or not upheld, including those ​resolved at​ the point of service
  
• volume of current​ cases in each stage
• volume of cases closed at each stage
• percentage of cases closed within timescales
• volume by causes of complaints, to monitor service improvements
• volume of cases by area, broken down by type of feedback including compliment, complaint, or suggestion​
• actiona​ble insights and action taken
• the themes for complaints
• improvements made in response to customer feedback, and
• volume of complaints being made to the States of Jersey Complaints Panel
• number of complaints identified as vexatious or exhibiting unreasonable or persistently unreasonable behaviour​​

We will also publish reports to the public on Gov.je.

Reports will be analysed regularly to:

• monitor trends
• measure the quality of our customer service
• make improvements

Both reports and their analysis will be provided to the Executive Leadership Team for review on a quarterly basis. The Executive Leadership Team will also be updated as appropriate regarding high​ risk or high-profile cases, as well as any systemic issues that have been identified.

Commitment

We expect staff at all levels to be committed to the fair, effective and efficient handling of customer feedback.

We are committed to:

• recognising people’s right to make a comment, suggestion, compliment or complaint about the standard and quality of services provided
• providing customers with information about the complaint management process
• providing assistance to people who may need it in order to provide feedback
• fully investigating and responding to all complaints
• recording and analysing all formal complaints
• setting and monitoring targets for responding to feedback
• ensuring complimentary feedback is registered and recognised
• ensuring suggestions and comments are appropriately responded to
• signposting to other offices which deal with redress, such as the States of Jersey Complaints Panel
• providing information that can be used by us to deliver quality improvements in our services, staff and complaint handling

The table below explains the level of ​commitment we expect from our staff and how it should be put into practice.​​

How we use your information

Find out more information on how we collect, use, store, and protect your personal information in our Privacy Notice​.

It provides details about:

• what data is collected
• why it's needed
• how it will be used
• who it will be shared with
• how long it will be retained
• informing you of your r​ights regarding your personal information and how you can exercise those rights

Retention of Personal Information

Personal information provided in feedback will be anonymised 1 year after the case is closed. Feedback submitted to the Children Young People, Education and Skills (CYPES)​ department will be kept for 100 years after the case is closed. This is to comply with departmental requirements. Full detail​s can be found on our​ Retention Schedule. 

Training and staff development

We will ensure all staff are:

• made aware, through the induction process and ongoing training sessions, of the:
• Customer Feedback Policy
• Complaint Handling manual
• departmental procedures​
• staff handling customer feedback will be trained and given the tools to resolve complaints when received. They will receive ​supervision, guidance and feedback on their work and be supported by their line manager and the leadership team​​
  

Policy review

This policy and associated internal procedures, will be reviewed annually to:

• ensure its effectiveness in responding to and resolving complaints, and
• identify and correct deficiencies in the operation of the system or services.

Monitoring may include the use of audits and complaint satisfaction surveys.

Terms an​d​ definitions

Capacity

The ability to understand and make a decision about a particular matter at the time the decision needs to be made in accordance with the Capacity and Self-determination (Jersey) Law 2016.

Comment​

A remark or observation expressing an opinion or reaction.

Complaint

An expression of dissatisfaction, either spoken or written, about the organisation, its products, services, staff or its administration, that requires a response.

Complainant

The person or organisation making the complaint.

Compliment

Feedback about how the organisation delivered a good level of service or how an employee has done more than would normally be expected of them.

Consent

Any freely given, specified, informed and unambiguous indication of the data subject’s wishes by which they, by statement or by a clear affirmation of action, whether orally or in writing, signifies agreement to the processing of that data.

Customer

A person or organisation receiving advice, a service, using the facilities, or engaging in a business relationship, or any other person or organisation having an interest in the functions or activities of the organisation.

Customer feedback management system

All policies, procedures, practices, staff, hardware and software used by us in the management of customer feedback.

Feedback

A comment, suggestion, compliment, or complaint made directly or indirectly, explicitly or implicitly, to or about us, about our products, services or administration.

Grievance

A clear, formal written statement by an individual staff member about another staff member or a work-related problem.

Non-Gillick competent child

A child that has been assessed under Gillick competency and Fraser guidelines as not having the maturity to make their own decisions and to understand the implications of those decisions.

Policy

A policy is an approved course of action adopted by the organisation. A formal document which sets out the aims and objectives in a particular subject.

Procedure

A statement of instruction that sets out how our policies will be implemented and by whom.

Suggestion

An idea or advice on how we can improve our service delivery.

Accountability framework​​

​Linked policies

States of Jersey Codes of Practice

Whistleblowing policy for p​ublic servants

Disciplinary policy

Safeguarding Partnership Board – Memorandum of Understanding

Disability S​trategy ​for Jersey

Related legislation

Administrative Decisions (Review) (Jersey) Law 1982

Capacity and Self-Determination (Jersey) Law 2016

Commissioner for Standards (Jersey) Law 2017

Health Insurance (Performers List fo​r General Medical Practitioners) (Jersey) Regulations 2014

Police (Complaints and Discipline) (Jersey) Law 1999

Other r​eferences​

Office of the ​Comptroller and Auditor General Handling and Learning from Complaints

Office of the Comptroller and Auditor General Handling and Learning from Complaints Follow up​

Governance in health and social care report by the Comptroller and Auditor General, September 2018​

How to complain to the States of Jersey Complaints Panel

Gillick competency and fraser guidelines on the NSPCC website

Improving Administrative Redress in Jersey, Jersey Law Commission Topic Report 2017

Listen Louder – Scoping a way forward for the voices of care-experienced people to be heard - November 2018

R. 1/ 2018 Jersey Law Commission Topic Report 'Improving Administrative Redress in Jersey': Initial Response

The Chief Executive, Director General, Treasury and Exchequer and Director General, Children Young People Education and Skills’ response to the Comptroller & Auditor General’s Review: Management Information in Education (Follow-Up) October 2020​