Ministers must improve 'poor communication'

"The government really must do better," the panel chairman said

A complaints panel has said ministers must improve the way they communicate with people.

The States of Jersey Complaints Panel’s annual report for 2023 shows 12 new formal complaints about ministers' behaviour were received last year.

Chairman of the panel Geoffrey Crill said "poor communication" was a theme of most complaints.

"The government really must do better," Mr Crill said.

'Not good enough'

In addition to the new formal complaints, the panel said it had nine informal enquiries and nine cases still ongoing from 2022.

Mr Crill said ten of the cases were resolved informally.

He said the panel appreciates ministers "are exceptionally busy people" but poor communication has "repeatedly exacerbated situations" where there has already been a breakdown of trust.

"It is just not good enough to blame a misunderstanding amongst officials as the reason for someone being ignored for months," he said.

"There should be adequate and robust communications protocols in place and recognition that when cases come to the complaints panel, the complainants have already been on a difficult journey through the internal complaints system."

The panel has continued to operate while awaiting the government’s introduction of a public sector ombudsman.

“Whilst we may not bear the name, the states complaints panel is an ombudsman within the criteria of the ombudsman association to which we belong," Mr Crill said.

"We are independent and accountable to the States Assembly, not the government."