How to make a complaint to the Complaints Panel

If you wish to make a complaint about any matter of administration by any Minister, or department of the States, or by any person acting on their behalf, the basic process is as follows:

• Send your complaint in writing to the Greffier of the States, Mrs. Lisa Hart, States Greffe, Morier House, Halkett Place, St. Helier, Jersey, JE1 1DD, or telephone the Case Officer on 01534 441016. Alternatively, email complaintsboard@gov.je.
• The Greffier requests a summary of the case from the relevant Minister or department
• The Greffier sends the summary to the Chair of the Panel to decide if a Complaints Board should be established to hear the case
• A public hearing is held at which both the complainant and the Minister, or department, present their case
• The Board presents its findings to the States Assembly
• The Minister is required to respond to the Board's findings in the States Assembly

Every effort is made to hold a hearing within 14 weeks of the receipt of your complaint.  However, there may be times when the process is more lengthy and involved.  This is particularly the case if the Panel refuses your request for a hearing and you pursue an appeal.

The States Complaints Panel - Reasonable Adjustments Policy

Please note that the States Complaints Panel is committed to ensuring that the service we provide does not place people with disabilities at a disadvantage. Under Article 7a of the Discrimination (Jersey) Law 2013 we have a duty to make ‘reasonable adjustments’, if the way we provide services places a person with disabilities at a ‘substantial disadvantage’ to those without disabilities.

To find out more about appropriate reasonable adjustments please call our case worker on 01534 441016. Each case will be considered individually and adjustments suggested and provided where required.

What happens to the Board's findings?

After the hearing, the Board will consider its findings and the Greffier will send these to you, as well as to the relevant Minister or department and the Privileges and Procedures Committee.  The Privileges and Procedures Committee will arrange for the findings to be presented to the States as a Report.

If the Board finds in your favour, it may ask the relevant Minister or Department to reconsider the matter.