Recognise things will sometimes go wrong, appreciate citizens’ right to redress, and establishes complaint and compensation channels that are accessible to all and efficient to administer.
| Factors which need to be addressed or where greater progress is needed | Signs of success |
|---|---|
| 1.
Aim to ‘get it right first time’; consider pre-checking some
decisions where the risk of error is high |
Low rates of reported
error and complaint. |
| 2.
Establishes complaint and
compensation channels that are accessible to all |
When invited to do so,
interest groups acting for citizens do not raise concerns about
groups of being excluded from the complaint and compensation
processes. |
| 3.
Establish and maintain effective
redress and compensation mechanisms |
Low recorded levels of appeals beyond the organisation's
internal processes (to the Courts, to the Parliamentary
Ombudsman, to the media...) and low levels of compensation
recorded against the organisation. |
Please click on a factor to go to a checklist and linked guidance/cases.
