§ Ms HodgeTo ask the Secretary of State for Northern Ireland what policy and procedure exist for dealing with complaints against his Department by members of the public; when his Department last updated its policy; what time limit and target for dealing with such complaints his Department has; and what follow-up procedure exists where complainants are not satisfied with his Department's response to a complaint. [26217]
§ Sir John WheelerThe information requested is as follows:
Department Economic Development (DED)
The detailed procedures governing the handling of complaints varies between the constituent parts of DED, but these are handled promptly at a senior level within each of the organisation. Depending upon the nature of the complaint, it may go to the head of the organisation.
Department Environment (DOE)
DOE does not have a uniform departmental policy and procedure for dealing with complaints from the public. Each division and agency may establish its own policy 551W and procedure, review it as necessary and set appropriate time limits and targets. Complaints are normally handled by the appropriate level of management with a final right to complain to the head of division, service or agency.
Department Agriculture (DANI)
DANI's policy and procedures for dealing with complaints from the public are set out in its charter statement "Our Service Standards" and the appropriate code of practice governing the legislation enforcement activities of the agri-food development service, the fisheries inspectorate and the veterinary service. The Charter Statement was published in February 1995 and the three enforcement codes of practice were published in February 1994. Copies of all of the documents are available in the Library.
Department Finance and Personnel (DFP)
If a member of the public has a complaint the matter will, in the first instance, be dealt with by the appropriate officer. If the complainant is still not satisfied he or she should write to the Permanent Secretary of the Department who will appoint an independent official in DFP to investigate the complaints and respond to the complainant as expeditiously as possible. In their charter statements the Valuation and Land Agency and the Government purchasing service for Northern Ireland have specified that complaints will be answered within 10 days and 20 days respectively.
DFP last updated its policy in April 1994.
Department Education (DENI)
DENI does not have a formal complaints policy or formal procedures for dealing with complaints against it from members of the public. Time limits and targets have not been set.
Department Health and Social Services (DHSS)
DHSS does not have a corporate policy and procedures for dealing with complaints as members of the public do not normally communicate directly with the Department.
The policy and procedures of the Social Security Agency for dealing with complaints are set out in its customer charter, published July 1992. Copies of the charter are available in the Library.
The agency has recently reviewed its complaints procedures in line with the principles and checklist established for complaints systems by the citizen's charter (Northern Ireland) complaints review group. A programme of initiatives to strengthen the current procedures will be undertaken during 1995–96.
The Northern Ireland Child Support Agency's policy and procedures for dealing with complaints have been in place since the Agency began operating in April 1993. These are well publicised in the agency's charter and business plan both of which are available in the Library. The complaints policy and procedures are currently under review.
The health and personal social services' charter for patients and clients published March 1992 sets out the procedures for dealing with complaints.
552WNorthern Ireland Office
The Northern Ireland Office has no procedures in place for handling complaints from members of the public.
The Northern Ireland Prison Service have a comprehensive complaints and grievance policy for staff and prisoners. Any complaints raised by members of the public are dealt with as they arise by agency management with responsibility for the area of concern. If a complaint is registered by a member of the public in a prison establishment, the governor will respond where the object of complaint is within his area of responsibility or refer to Prison Service headquarters where it is outside his remit.
Complaints to the Compensation Agency may be about the outcome of the applicant's claim or the delivery of service. Any applicant who is dissatisfied with a decision not to pay compensation or with the amount of compensation offered has a statutory right of appeal to the courts. Anyone wishing to make a complaint about the delivery of service may write to the chief executive. The target, which is reviewed annually, is to reply to letters to the chief executive within seven days, or in exceptional circumstances when an interim reply is necessary, within 10 days. The agency undertakes in its charter standard statement to put things right as quickly as possible if there has been a lapse in the standard of service and to give an explanation and an apology to the complainant.
For all NI Departments and the Northern Ireland Office.
Any member of the public who is dissatisfied with the way in which a complaint has been dealt with by the Northern Ireland Departments or the Northern Ireland Office may ask a Member of Parliament to submit their complaint to the Parliamentary Commissioner for Administration for investigation and review.