Government of Jersey must do more on complaints - report

Auditors say the government can still improve its handling of customer complaints

The way the Government of Jersey deals with complaints has improved but there is "much more to do", an auditor's report says.

The report follows up recommendations made by the Comptroller and Auditor General (C&AG) in 2020.

In her latest report, C&AG Lynn Pammett found the quality of information available on customer feedback and its analysis have "significantly improved."

But there is "less focus" on ensuring learning is taken from complaints.

The "Handling and Learning from Complaints - Follow Up" report also noted that from January to August 2023, only 39% of complaints were acknowledged within the target time of 2 working days.

And the report said the closure of complaints took an average of 32 days over the target time, with only 7.5% of complaints including an improvement action.

'Important progress'

It added there is was as yet "no one, coherent, prioritised and resourced action plan to deliver on the stated duty to ensure all customers can easily provide feedback on public services".

The follow up review concluded that 14 of the 20 relevant recommendations made in the two 2020 reports had been implemented, five have been partially implemented and one still need to be actioned.

Ms Pamment said: "Important progress has been made since my 2020 review.

"The policy is aligned with good practice and associated high-quality processes are increasingly in place.

"However, maximising the efficiency, effectiveness and reputational benefits of ensuring that learning is taken from complaints requires that all government departments set and uphold the same high standards of welcoming and managing complaints."