HC Deb 23 January 1995 vol 253 cc17-8
33. Sir Thomas Arnold

To ask the Chancellor of the Duchy of Lancaster what further plans he has to make the citizens charter justiciable.

Mr. David Hunt

The citizens charter has already raised the quality of public services right across the board. Where necessary, specific provisions set out in specific charters are backed by legislation.

Sir Thomas Arnold

Does my right hon. Friend agree that there would be greater confidence in the citizens charter if more remedies were available in the courts?

Mr. Hunt

I have great sympathy with my hon. Friend's point. As he probably knows, the citizens charter complaints task force is, as part of its work, examining fairness and independence in the public service complaints system. It published a discussion paper on fairness last September, and it will report to me this summer on the findings of the two-year review of public service handling of complaints. Perhaps we may hold further discussions when I receive that report.

Mr. O'Hara

Does the right hon. Gentleman recognise that that is precisely the point? I do not decry the citizens charter. As a teacher in the old days, I used to give gold stars to my pupils, and merits may act as incentives to the organisations that win them. However, does the right hon. Gentleman not appreciate that, among the people whom I represent, the citizens charter has no credibility or currency? People are more concerned with the collapse of services that they see all around them, and the citizens charter is not an adequate substitute.

Mr. Hunt

It was clever of the hon. Gentleman to cover both extremes of view. I agree with members of the Opposition Front Bench that the citizens charter is here to stay, but I also agree with the hon. Gentleman that it must have credibility. There is a series of complaints procedures. It is important that public services not only handle complaints fairly but are seen to do so.