Consultation process
In 2021 we launched a Consultation to gain a greater understanding of the complaints processes, procedures and practices of public bodies
The consultation process
Part 3 of the Public Services Ombudsman Act (Northern Ireland) 2016 set out our responsibilities to consult on and create complaints handling standards for the public sector in Northern Ireland.
It looked at experience of complaining to a public body in Northern Ireland, barriers to improved complaints handling, and improvements that might be made to complaints handling in the future.
The consultation ran from June to September.
Responses and outcome
There were over 100 responses, with the vast majority showing widespread support for our plans and for our suggested approach for introducing the changes across the public sector.
In January 2022 the Northern Ireland Assembly approved our complaints handling Statement of Principles, giving us the go ahead to design new Model Complaints Handling Principles with public bodies.