Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 29
29
Acknowledged
Paragraph: 97
The Committee is encouraged by five organisations that have volunteered to adopt the UK Central...
Recommendation
The Committee is encouraged by five organisations that have volunteered to adopt the UK Central Government Complaint Standards. We urge the PHSO to continue to engage with Government Departments and public sector organisations to increase this figure, and to report back to the Committee on how proportionate monitoring and reporting on the Standards could be delivered. As an early adopter of the Standards, the Cabinet Office should play a role in working with other Government departments and public bodies to sign up to the Standards by the end of 2023.
Government response summary AI-generated
The government is supportive of the complaint standards and, assuming they are shown to be working in practice, the Cabinet Office should play a role in working with other departments to encourage their adoption.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
97
Government Response
Acknowledged
HM Government · verbatim extract
Acknowledged
We welcome the Committee’s support of the Complaint Standards. We agree with the Committee’s view of the key role the Cabinet Office can take in promoting and championing the Standards across Government departments. We continue to see support for the Standards across Government Departments and the NHS as we look to embed them through the roll out of training and guidance. We will report on what progress organisations have made to embed the Standards in its first twelve months in operation and will publish this early in 2024–25. The report will set out feedback and best practice we have seen across the public sector, alongside the training, support, and guidance given to stakeholders. The report will also look at initial themes from our casework regarding the quality of local complaints handling post implementation of the Standards. We recommend that the PHSO increases its engagement with departmental Select Committees to encourage them to scrutinise PHSO reports laid before Parliament, particularly when those reports relate to findings against individual departments and public bodies under their remit.
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