The Crerar Report identified complaints handling as an activity that played an important role in the scrutiny of public services but also highlighted the need for improvement to the present arrangements in Scotland. A key finding was that public sector complaints handling processes are not fit for purpose, are not always accessible or easy to use and are often complex and far too variable in their content.
The Report made a number of recommendations aimed at developing a standardised, simplified complaints handling system, to be introduced and overseen by the SPSO. The clear aims were to:
- introduce improvements for the consumer, with a less complex and more easily accessed system and complaints dealt with quicker and more locally;
- improve consistency and co-ordination across sectors, removing potential for duplication and overlap;
- centralise the complaints handling system design expertise from various sectors; and
- allow the lessons learned from complaints to be applied more easily across all public services.
A copy of the Crerar Report can be accessed here