The SPSO’s Complaints Standards Authority has published model complaints handling procedures for the Scottish Government, Scottish Parliament and Associated Public Authorities in Scotland.
The model CHP is published under section 16B of the SPSO Act 2002 (as amended by the Public Services Reform (Scotland) Act 2010) (the Act). Under section 16C of the Act, Jim Martin, the Ombudsman, has now written to notify all applicable public bodies that the model CHP applies to them with effect from 28 March 2013.
The model CHP has been developed in line with the recommendations of the Crerar and Sinclair reports that the SPSO simplify, standardise and improve complaints handling across the public sector in Scotland. The model CHP, therefore, reflects the model CHPs already published for the Local Government, Housing and Further and Higher Education sectors in Scotland. It also takes account of stakeholder views expressed through our public consultation at the end of 2010 on the SPSO Statement of Complaint Handling Principles, approved by the Scottish Parliament and published in January 2011, and the SPSO’s Guidance on a Model Complaints Handling Procedure, published in February 2011.
The model CHP and associated documents are available on this website at: Scottish Government, Scottish Parliament and Associated Public Authorities in Scotland CHPs
Any questions about the model CHP, or the requirement to implement, should be addressed to the Complaints Standards Authority at firstname.lastname@example.org.