PE01740: Improving the handling of complaints about public services

Petitioner: Rachel Lowther on behalf of Accountability Scotland

Status:
Closed

Date Lodged: 01 August 2019

Calling on the Scottish Parliament to urge the Scottish Government to improve complaints handling in the following ways:

To allow the Scottish Public Services Ombudsman (SPSO) to take complaints in any format.

To require bodies under SPSO jurisdiction (BUJs) and the SPSO to permit complainants to audio-record meetings and phone calls and use this as evidence in any subsequent complaint.

Petition History:

)SPICe Briefing (156KB pdf)

Summary

19 September 2019: The Committee agreed to write to the Scottish Government. It also agreed to write to the Scottish Public Services Ombudsman and Accountability Scotland. Official Report of Meeting 19 September 2019

5 March 2020: The Committee agreed to write to the Scottish Government and the Information Commissioner’s Office. Link to Official Report of Meeting 5 March 2020

29 October 2020: The Committee agreed to close the petition under Rule 15.7 of Standing Orders on the basis that the Scottish Government will take forward the proposed legislative amendments with the Scottish Public Services Ombudsman when resources become available. The Committee also agreed to write to the Local Government and Communities Committee. Link to Official Report of Meeting 29 October 2020

Written submissions

PE1740/A: Chairman and Secretary, Accountability Scotland, submissions of 11 September 2019 (88KB pdf)

PE1740/B: Petitioner submission of 25 October 2019 (83KB pdf)

PE1740/C: Scottish Public Services Ombudsman submission of 28 October 2019 (76KB pdf)

PE1740/D: Scottish Government submission of 4 November 2019 (91KB pdf)

PE1740/E: Petitioner submission of 10 December 2019 (134KB pdf)

PE1740/F: Information Commissioner’s Office submission of 2 April 2020 (97KB pdf)