The Ombudsman's response (PDF 223KB) focuses on the section relating to complaints handling, given our Complaints Standards Authority's lead role in improving the handling of complaints by public sector organisations in Scotland. Most recently we published a model complaints handling procedure (CHP) for the Scottish Government, Scottish Parliament and associated public authorities. All notified public authorities must adopt this, including all the Scottish regulators listed in the code discussed in the consultation.
The Ombudsman takes the view that references in the code to complaints should reflect the requirements of the model CHP, and in particular its standards for responding to customers. He points out that these standards are not simply a matter of good communication but are essential to the good and effective governance of public bodies.
Updated: August 10, 2015