ISLANDERS are being asked to share their experiences with public service complaints as part of a new consultation launched by the government.
The consultation will examine how complaints are handled and explore possible improvements, including replacing the current volunteer-run Jersey Complaints Panel with a full-time Public Services Ombudsperson.
The aim is to create a more effective system for addressing grievances with public services, which include government departments, regulatory bodies, utility providers, certain charities and arm’s-length organisations funded by the government.
The consultation is seeking input from Islanders who have formally complained about public services, those who had reason to complain but did not pursue the process, and those with experience of the Jersey Complaints Panel.
Deputy Moz Scott, Assistant Minister for Sustainable Economic Development and External Relations, who has been tasked by the Chief Minister to develop the proposals, said: “The quality and value of public services are very important to Islanders and the way that complaints are handled is key to organisational improvement.
“Among the things we wish to learn about is why Islanders with a reason to complain may not have followed complaint processes and the experiences of those who have sought to follow a complaints process.
“We are seeking as many views as possible, including from local organisations who deliver public services, external reviewing bodies and the legal community.
“I would encourage all Islanders who have experiences of, or a view on this matter, to participate in the public consultation to inform the work with their personal insight.”
The consultation is open until 6 May 2025. Islanders can submit feedback online, by email, or by post.
More information is available at gov.je/Government/Consultations/Pages/PublicServicesComplaints.aspx.
