Mixed review on the government’s handling of complaints and customer feedback

THE government’s handling of complaints and customer feedback has received a mixed review from the committee responsible for monitoring the effective use of public funds.

A report from the Public Accounts Committee highlighted improvements in the monitoring and analysis of feedback from Islanders but also noted an increase in complaints that were unresolved or not upheld, as well as a lack of clarity in certain areas.

In its review, launched to follow up on recommendations made by the Comptroller and Auditor General in this area, the committee acknowledged steps to update the systems and processes for dealing with complaints, describing this improvement as “significant”.

However, the report also outlined an increase between 2023 and 2024 in the number of complaints marked as either “outcome not achievable” or “not upheld”.

The committee found that the government’s policy for dealing with customer feedback lacks clarity on the definition for resolving complaints in this manner and the steps taken before reaching that conclusion.

The review also revealed a large increase in the number of complaints received by the Infrastructure and Environment Department, particularly in relation to planning and regulation.

Deputy Inna Gardiner, chair of the PAC, said: “The proper handling of complaints is crucial in establishing public trust in government departments.

“Islanders must feel that they will be listened to and that their concerns will be adequately addressed, and the government should view complaints received as learning opportunities to improve services.

“It is therefore pleasing that the government has taken steps to increase the amount of feedback – both positive and negative – that it receives to enhance its data pool.

“The Public Accounts Committee also notes that the government has recently launched a survey to gauge public opinion on the introduction of a public services ombudsman and we would encourage Islanders to provide their views.”

Deputy Gardiner concluded: “We acknowledge significant improvements in tackling this important issue and that processes need to constantly evolve.

“There are still areas that can be quickly improved, particularly in relation to transparency around how complaints are processed and handled, and we encourage the government to give due consideration to our ten recommendations.”

The JEP has asked the government to comment on the report.

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