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Public Accounts Committee launches review into Handling and Learning from Customer Complaints

The Public Accounts Committee (PAC) has initiated a review of how the Government of Jersey handles and learns from customer feedback and complaints. The primary goal of this review is to assess the effectiveness of the government's systems and processes for managing complaints.

Key areas the review will focus on include:

1. Evaluation of Current Complaints Systems: Assess the current processes and systems used by the Government of Jersey, as well as those of the Complaints Panel and the Police Complaints Authority.

2. Follow-up on Previous Recommendations: Review the government's progress in implementing recommendations previously made by the Comptroller and Auditor General (C&AG) and PAC concerning complaint handling.

3. Assessment of Standardised Procedures: Evaluate the extent to which standardised corporate procedures have been introduced to support the Customer Feedback Policy and the Customer Feedback Management System.

4. Accessibility and Inclusivity: Determine how effectively public service customers are enabled, encouraged, and supported to provide feedback, including complaints, across all sectors.

5. Exclusion of Certain Data: Investigate the reasons behind the exclusion of data from the Children, Young People, Education and Skills (CYPES) and Health and Community Services (HCS) departments in the overall government complaints data.

The Committee will gather public views to help inform their Review, by sending direct letters to stakeholders. Additionally, four public hearings will be held, with details to be announced closer to the dates.

Please note that the Public Accounts Committee cannot address or resolve individual customer feedback or complaints.

Member of the Committee, Deputy Kristina Moore, will lead on the Review. She said 'Our review aims to critically assess how well the Government of Jersey handles and learns from customer feedback and complaints across all sectors. It is essential that the systems in place are not only effective and accessible but also foster trust and confidence among the public. We will be examining the implementation of policies, evaluating current processes, and ensuring that previous recommendations have been acted upon. Learning from feedback is a crucial step in improving public services, and this review will provide a comprehensive evaluation of whether these systems are delivering value for money and tangible improvements.'

Read more about the Review here.