It is important that providers of public services learn from the complaints they receive. 

Last week (12-14 October) staff at the Office of the Ombudsman held three information webinars for local authorities on ‘Complaints in the Local Authority sector – An Ombudsman’s Perspective’.    

Over 160 officials from all local authorities participated in the webinars. We also spoke about the forthcoming Model Complaints Handling Procedure which we will be rolling out to local authorities  with the assistance of the Local Government Management Agency. A sample of a generic Model Complaints Handling Procedure is available on our website.