Dealing with Complaints the UK model

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Dealing with Complaints the UK model

• Jim Wretham and Helen Munson
• Or

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What happens if you have a dead parrot?

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Dealing with PSI Complaints the three levels

• through the Public Sector Information Holder
  (PSIH)
• review by the Office of Public Sector Information
  
• Review of Recommendations by Advisory Panel on
  Public Sector Information

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Internal Complaints Process

• each PSIH should have complaints process
• can be general complaints process not
  specific to PSI
• must be published on PSIHs website

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Review by Office of Public Sector Information

• complainants must exhaust internal complaints
  process before applying to OPSI
• must be in writing
• all complaints acknowledged within 5 working
  days
• all complaints investigated within 30 working
  days
• all findings published on OPSI website
• parties can pursue matters through the Courts

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The role of APPSI

• what is APPSI?
• operates independently of OPSI
• expert members drawn from information industry
  and the public sector
• reviews complaints about OPSI
• parties can pursue matters through the Courts
• all findings published on the APPSI website

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Further Information

• http//www.opsi.gov.uk/advice/psi-regulations/advi
  ce-and-guidance/psi-complaints-procedure.doc

http//www.opsi.gov.uk/si/si2005/20051515.htm
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Our First Complaint!!

• complaint against Ordnance Survey
• high profile, dealing with mapping
• use of mapping data and postal codes for local
  government

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Main Issues

• lack of transparency and unfairness in licensing
• restricting competition
• discriminatory licensing arrangements and lack
  of transparency to restrict competition
• unreasonable and restrictive charging strategy
• indeterminable complaints procedure
• PSIH business model does not appear to promote
  openness, fairness and transparency

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Outcome of Complaint

• complaint published 13 June 2006
• published http//www.opsi.gov.uk/advice/psi-re
  gulations/complaints/SO-42-8-4.pdf
• received favourable press coverage (Guardians
  Free our Data campaign)

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Lessons Learned

• greater clarity from complainant
• more precision in recommendations
• setting firm deadlines for putting things right
• role of OPSI as a facilitator to resolve
• need to consult legal advisers
• more time is required for complex cases

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By the end of the investigation our aim would be
to .bring the parrot back to life