Wednesday, October 05, 2011

The Scottish Ombudsman has strongly criticised complaints systems

The Scottish Public Service Ombudsman has wrong footed the Local Government Ombudsman by criticising complaints systems, something the Local Government has never done.

Worse still, the system he criticises is the system adopted by the Local Government Ombudsman, 'confusing, difficult to access, slow, cumbersome and overly bureaucratic'.

 In addition he states: "Of all the complaints where it was fit for for the SPSO to investigate, a total of 34% were upheld either fully or partly.

"To put this another way, in over a third of cases that had already been investigated by the local service provider, through multiple, often lengthy, stages of review and appeal, that provider had got something wrong."

Compare the figures with the Local Government Ombudsman, one who goes out of their way to bury complaints for Local Authorities. Even after all their fiddling their own annual report still shows a figure of  27.1%.

Which could be put another way,  in nearly a third of cases that had already been investigated by the local service provider, through multiple, often lengthy, stages of review and appeal, that provider had got something wrong.

Yet the Local Government Ombudsman still send out annual letters congratulating Local Authorities on how well they are doing. Contrast their burying heads in the sand approach to that of the Scottish Public Service Ombudsman, who has at least the balls to accept something is wrong with the system of administrative justice in Scotland, rather than adopt the Local Government Ombudsman's approach of pretending everything in the garden is rosy.

Read more about what the Scottish Public Service Ombudsman said here and here.

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