Report to the People
Most of us do not enjoy complaining. But, whether the service in the restaurant is slow; the holiday brochure made no mention of the building site next to your hotel; or your new shirt falls apart the first time you wash it, it is something we all need to do at some point.
It is worth bearing in mind, though, that however much these situations annoy us we are, as consumers, in a powerful position. If the matter is not resolved to our satisfaction, we can simply withdraw our custom. Companies who ignore blows to their balance sheet do not survive for long.
With public sector bodies, however, we do not have this ultimate weapon. We cannot, as much as we may wish to, simply stop paying our taxes if we feel the services we receive are not up to scratch. It is therefore vital that we have an easy and effective method of raising complaints and solving problems.
It to this end that Finance and Local Government Minister, Angus MacKay, has published proposals for a new, modern public sector complaints system with openness, accountability and accessibility at its heart.
The main proposal is to set up a "one-stop shop" - a single office which would combine all the Scottish public sector Ombudsmen, including those for the Scottish Parliament, the Health Service, Local Government and Housing Associations.
This will make it simpler to complain and, I believe, deliver a better service to the public. If a bureaucracy has failed you, the last thing you want is to be shunted from door to door and department to department when trying to make a complaint.
The system will also be made more open and accountable with the publication of all investigative reports. In addition, the Ombudsman will have a name and shame power to publicise cases where an injustice has not been remedied.
But this is not only good news for members of the public, it will also help public organisations and bodies improve the services they deliver. Only by welcoming comments and constructive criticism can bureaucracies find out what is going wrong and take steps to put it right.
These proposals are now out for consultation. Responses received will help to shape a Bill which will be introduced in the Scottish Parliament. If you want to have your say on how the new complaints system should work, copies of the consultation document are available from my local office on 791 696 or online at:
http://www.scotland.gov.uk/consultations/localgov/ppso-00.asp
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