The Complaints Standards Authority are now working with individual sectors to develop Model Complaints Handling Procedures that meet the needs of each sector. We are working in partnership with each sector, including consultations at a range of levels.
The model for local authorities is being developed through a working group with representatives from over half of the local authorities in Scotland. The housing sector model CHP is being developed internally, with extensive consultation through surveys, meetings, focus groups and a high level stakeholder group to oversee the process. As work progresses in other sectors we will identify ways of consulting with organisations and consumers in a range of ways.
Updated 29 September 2011