Islanders are being asked to share their experiences with public service complaints as part of a new consultation launched by the Government.
The consultation, led by Deputy Moz Scott, aims to look into how complaints about public services are handled.
It will also explore potential improvements, including the introduction of a professional Public Services Ombudsperson to replace the current volunteer Jersey Complaints Panel.
Deputy Scott has been tasked by the Chief Minister with developing proposals to improve how complaints against public service providers are resolved.
These providers include Government departments, regulatory bodies, certain charities, utility providers and arms-length organisations funded by the government.
The consultation is seeking input from islanders who have formally complained about public services, those who had reason to complain but did not pursue the process, and those with experience of the Jersey Complaints Panel.
Deputy Scott said: “The quality and value of public services are very important to Islanders and the way that complaints are handled is key to organisational improvement.
“Among the things we wish to learn about is why islanders with a reason to complain may not have followed complaint processes and the experiences of those who have sought to follow a complaints process.
“We are seeking as many views as possible, including from local organisations who deliver public services, external reviewing bodies and the legal community.
“I would encourage all islanders who have experiences of, or a view on this matter, to participate in the public consultation to inform the work with their personal insight.”
The consultation is open until 6 May 2025. Islanders can submit feedback online, by email, or by post.
You can find out more information or access the consultation online.
What is the current complaints system and what other options are being considered?
- The Jersey Complaints Panel, made up of 13 volunteers, is currently responsible for reviewing complaints about government departments. The Panel first tries to reach an informal settlement. If unsuccessful, three members form a ‘board’ to hold a public hearing, usually in the States Building. After hearing from both the complainant and officials, the board publishes a report with findings and recommendations. However, these recommendations are not binding, and Ministers often reject them.
- An alternative being considered is the creation of a Public Services Ombudsmperson, a full-time, independent investigator who would oversee complaints across a wider range of public bodies. This ombudsperson would be independent and could carry out investigations confidentially without needing a formal complaint.
- The Jersey Law Commission, which recently looked into the Island’s public complaints system, found that the Complaints Panel “would need radical reform to ensure it is fit for purpose” if it were to continue.
- The idea of creating an independent public sector ombudsperson was first approved in the States six years ago but faced delays during the pandemic and more recently following concerns about cost. The Government unveiled plans to establish the role in 2022, with then-Chief Minister Kristina Moore submitting instructions for the drafting of new legislation as part of a plan for her first 100 days in office. However, this did not progress and current Chief Minister Lyndon Farnham told the States in April last year that the new Government was reconsidering the creation of the role in the face of fears it could cost more than £1 million a year – more than double the £400,000 originally planned. He said he wanted to review the existing complaints system before making any commitments, suggesting there might be a middle ground between the current voluntary panel and a full complaints authority.