Government's handling of complaints being reviewed

Jersey's Public Accounts Committee wants to hear from the public about their experiences

The Government of Jersey's handling of customer feedback and complaints is being reviewed.

The Public Accounts Committee said the review aimed to assess the effectiveness of the government's systems and processes for managing complaints.

The committee said it would ask islanders for their views and stage four public hearings, the dates of which are yet to be confirmed.

Committee member Deputy Kristina Moore, who is leading the review, said it was essential the government's systems for feedback and complaints fostered trust and confidence.

In 2020, Comptroller and Auditor General Lynn Pamment made 20 recommendations to improve the consistency of complaints handing.

A follow-up report in 2023 said improvements had been made, but there was still work to be done.

'Improving public services'

Ms Moore, the former chief minister, said part of the review would look at whether previous recommendations were followed through.

"We will be examining the implementation of policies, evaluating current processes, and ensuring that previous recommendations have been acted upon," she said.

"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."

The committee said it would not be able to address or resolve individual customer feedback or complaints.

Anyone who wants to share their views with the review were asked to contact the committee via the Government of Jersey.