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Response to consultation on proposals to update ‘On Board – A Guide for Board Members of Public Bodies in Scotland’

Monday, April 29, 2013

Our response to the Scottish Government Public Bodies Unit consultation emphasises the role the guide should play in highlighting to board members the importance of effective complaints handling to good corporate governance. 

A ‘valuing complaints’ culture – with a pro-active approach to effective resolution, monitoring and learning from complaints – is an essential part of effective governance of our public services.

Specific reference should be made within the guide to the responsibilities of the board, collectively and individually, and the chief executive and chair, in relation to monitoring and reviewing quality information from complaints and ensuring an effective, efficient and customer focused approach to complaints resolution.

Updated: March 8, 2017