09 July 2020
The Government of Jersey has responded to a report on complaints handling, which was issued this week by the Comptroller and Auditor General (C&AG).
The report focuses on the way that the Government of Jersey handles complaints from the general public. It considers the support for staff who manage complaints, the processes by which complaints are managed, and how complaints are analysed and used as a source of improvement.
Responding to the findings of the report, Constable Richard Buchanan, Assistant Chief Minister, said: "I’d like to thank the C&AG for their thorough review and acknowledgement of the progress we have made in establishing an organisation-wide complaints policy. The report highlights a number of key areas for us to focus on which will help shape our plans moving forward."
"We understand that we have further to go and have already taken important steps by developing an entirely new approach to complaints handling as well as actively encouraging feedback from all of our customers. We have a new policy in place and have made it easier for our customers to submit a complaint, compliment or suggestion online. I welcome the recommendations of this report, which will help us as we continue to improve the services we provide for Islanders."
The Government will now consider the recommendations made in the report and will respond fully in due course.