States of Jersey received 19 formal complaints in 2024
Nine complaints were also carried over from 2023. Of the total of 28 complaints, the report shows 16 were ongoing, five were closed as "a matter not for review", three were upheld after a hearing and four were resolved informally.
The panel said the subject of the complaints varied and many related to inadequate service or gaps in service provision. Chair of the States Complaints Panel Geoffrey Crill said it had been a "busy year" for the service. "Over 50 complaints from the public were dealt with in one way or another, be that by telephone discussion, determination of jurisdiction, informal resolution, or hearing," he said. "During the year, we have seen a general improvement in the internal handling of customer complaints within States departments which has in many cases enabled us to refer complaints back to the departmental process for resolution. "Nevertheless, there remain inconsistencies in departmental complaints handling and so we remain hopeful that the improvements seen to date will continue."
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