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Government of Jersey: Customer Feedback Policy

A formal published “Ministerial Decision” is required as a record of the decision of a Minister (or an Assistant Minister where they have delegated authority) as they exercise their responsibilities and powers.

Ministers are elected by the States Assembly and have legal responsibilities and powers as “corporation sole” under the States of Jersey Law 2005 by virtue of their office and in their areas of responsibility, including entering into agreements, and under any legislation conferring on them powers.

An accurate record of “Ministerial Decisions” is vital to effective governance, including:

  • demonstrating that good governance, and clear lines of accountability and authority, are in place around decisions-making – including the reasons and basis on which a decision is made, and the action required to implement a decision

  • providing a record of decisions and actions that will be available for examination by States Members, and Panels and Committees of the States Assembly; the public, organisations, and the media; and as a historical record and point of reference for the conduct of public affairs

Ministers are individually accountable to the States Assembly, including for the actions of the departments and agencies which discharge their responsibilities.

The Freedom of Information Law (Jersey) Law 2011 is used as a guide when determining what information is be published. While there is a presumption toward publication to support of transparency and accountability, detailed information may not be published if, for example, it would constitute a breach of data protection, or disclosure would prejudice commercial interest.

A decision made on 16 September 2019

Decision Reference: MD-C-2019-0114

Decision Summary Title :

DS – GOJ Customer Feedback Policy

Date of Decision Summary:

6th September 2019

Decision Summary Author:

Project Manager

Decision Summary:

Public or Exempt?

Public

Type of Report:

Oral or Written?

Written

Person Giving

Oral Report:

NA

Written Report

Title :

WR - GOJ Customer Feedback Policy

Date of Written Report:

6th September 2019

Written Report Author:

Project Manager

Written Report :

Public or Exempt?

Public

Subject: Government of Jersey Customer Feedback Policy

Decision(s): The Chief Minister decided to approve the Government of Jersey Customer Feedback Policy.

Reason(s) for Decision:

Implementation of the new Customer Feedback Policy across the Government of Jersey, in place of the historic departmental processes, is part of the One Government modernisation programme, which puts customers at the heart of what we do and makes it easy for them to access government services.

 

The Policy sets out:

-          How all customers and members of the public (including children, young people and people who require additional assistance) are able to express their views about how our services are provided

-          Our commitment to dealing with all feedback in a consistent and timely manner

-          How customer information will be processed

 

Resource Implications: There are no financial or manpower implications.

Action required: All departments to implement the Government of Jersey Customer Feedback Policy.

 

 

Signature:

 

 

 

Position: Chief Minister

Date Signed

 

 

 

Date of Decision (If different from Date Signed):

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