The Welsh Assembly Government has formed a Complaints Wales working group to enable citizens receiving public services to find it easier to complain and get things put right when the service they receive fails, or is just not good enough.
The group have devised a draft common complaints process. The document is in two parts, the first is a customer facing complaint form (addressing the potential complainant), while the second part contains design criteria for a complaint handling procedures. Copies of the documents can be obtained via the web link below or by contacting the Welsh Tenants Federation.
The deadline for a response is Friday, 23 July 2010. Anyone wishing to discuss their experiences of making a complaint, the Welsh Tenants Federation would welcome a call or email. We urge you to send your response a week sooner than this date.
The document can be found at: http://www.ombudsman-wales.org.uk/en/publications/?pID=256 or by contacting the Welsh Tenants Federation at the address below
If you want to contact the ombudsman direct, please send your responses to this by e-mail to: consultation@ombudsman-wales.org.uk or post to:
Susan Hudson
Policy & Communications Manager
Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed, CF35 5LJ
Alternatively the Welsh Tenants Federation would be pleased to coordinate responses on behalf of member groups and individual tenants. Please forward your response to steve@ welshtenantsfed.org.uk (please note there is no gap in the email address this is there to prevent email address sweeping on the web), you can also text 07879 815479 with your number writing Common Complaints Policy and I will get back to you, or post your views to:
Steve Clarke
Policy & Projects coordinator
Welsh Tenants Federation
Milbournne Chambers, Glebeland Street, Merthyr Tydfil
CF47 8AT
Tel: 01685 723922
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