NAO slams slow, expensive complaints process

10 Mar 05
Whitehall's complaints handling systems are complicated, slow and expensive, costing taxpayers £510m a year, government auditors said this week.

11 March 2005

Whitehall's complaints handling systems are complicated, slow and expensive, costing taxpayers £510m a year, government auditors said this week.

The National Audit Office urged central government to streamline its processes – a 5% cut in costs would deliver savings of £25m.

The March 9 report, Citizen redress: what citizens can do if things go wrong with public services, said more could be done to make it easier for people to seek redress for mistakes.

Auditor general Sir John Bourn said: 'Too many members of the public see the way government bodies handle complaints and appeals as complex, slow-moving, expensive and time-consuming.

'Whitehall should convince the public that it is putting their needs and expectations first. Better information and greater clarity will not only make it easier for citizens to get any errors or injustices put right but also should make it less likely that such errors are made in the first place.'

According to the NAO, citizens made more than 1.4 million complaints and appeals about poor treatment, mistakes or injustices during 2003/04, requiring the attention of 9,300 staff. Complaints cost an average of £155 each to deal with, while appeals cost £455.

Most complaints and appeals lodged concerned the NHS, benefit payments and taxation.

The NAO is urging departments to collect the information they receive on complaints and appeals to identify areas for savings.

PFmar2005

Did you enjoy this article?

AddToAny

Top