10 March 2025
The Government of Jersey is seeking information from islanders on the handling and review of
complaints about public services in a public consultation launched today, Monday 10 March.
The consultation is being led by Deputy Moz Scott, Assistant Minister for Sustainable Economic
Development and External Relations, who has been tasked by the Chief Minister to develop
proposals to improve the resolution of complaints against providers of public services, with the
aim of improving services for the public.
The project includes appraisal of the potential value to the public of introducing a Public
Services Ombudsman to replace the existing Jersey Complaints Panel.
Public services are services provided to the community directly by government or by external
organisations funded or owned by government. These include regulatory bodies, certain
charities and utility providers and arms’ length organisations.
Members of the public are being invited to share their experience of public services, whether or
not they have formally complained against any public service, and of the Jersey Complaints
Panel, where relevant.
Deputy Moz Scott said: “The quality and value of public services are very important to Islanders
and the way that complaints are handled is key to organisational improvement.
“Among the things we wish to learn about is why Islanders with a reason to complain may not
have followed complaint processes and the experiences of those who have sought to follow a
complaints process.
“We are seeking as many views as possible, including from local organisations who deliver
public services, external reviewing bodies and the legal community.
“I would encourage all Islanders who have experiences of, or a view on this matter, to
participate in the public consultation to inform the work with their personal insight.”
The consultation is open from Monday 10 March and the closing date for written
submissions, comments and questions is 6 May 2025.
Feedback can be provided by completing the online survey or providing a written submission,
comment or question by email or post using the details below:
Public survey: Feedback on Public Services consultation
Email: adminredress@gov.je​​​
Post: Strategic Policy, Planning and Performance, Government of Jersey, Union Street, St
Helier, JE2 3DN
A copy of the survey questionnaire also can be obtained on request from the team running the
consultation at the same email address or address.​
gov.je