The CSA was set up in October 2010, as an internal part of the SPSO. It is working closely with public sector bodies from each sector to standardise and simplify complaints handling procedures and to target improvement where it is most needed. The focus is initially on the local authority and housing sectors, given the complexity in current complaints handling and the need for simplification and standardisation across these key services.
The CSA was closely involved in developing the Guidance on a Model Complaints Handling Procedure in 2010, and they have since been working in partnership with the local authority and housing sectors to develop Model CHPs specific to the needs of each sector. They are working with Audit Scotland and the Scottish Government and other regulatory bodies to build a model for monitoring and performance and compliance in each sector.
Over the coming months they will be increasingly involved in other sectors too, as each sector finds their own way of developing and delivering their own Model CHP, based on the Guidance on a Model CHP.
The CSA is also working to monitor and support the development and sharing of best practice in complaints handling across all sectors. It is also developing an approach to take forward the Sinclair Report recommendations on capturing performance in complaints handling, including assessment of the costs of complaints handling.
The primary aim of the CSA is to improve complaints handling to ensure a better service is offered to users of public services and to ensure that complaints are resolved more quickly and effectively at the first point of contact.