A Jersey independent complaints body overseeing the JFSC and other PUBLIC SERVICES – is it on its way?

INTRODUCTION

The Jersey Government

1. They seek views on setting up an independent body to deal with complaints about public services and administrative redress.
2. Want to improve upon the best elements of the Complaints Panel and the concept of a Public Services Ombudsperson
3. Want a complaint handling system that provides recourse for individuals with complaints against various public bodies and not only government departments.
4. The Final proposals will be presented to the Chief Minister by July 2025

BACKGROUND

1. Public services are provided directly by the government or commissioned in various ways to external organisations in the community, such as health and social care, education, energy supply, and transportation. Examples of public services in this context could include the Government of Jersey, Andium Homes, Jersey Electricity, Jersey Water, and the Jersey Financial Services Commission (*see notes below).
2. If people are not satisfied with the level of service they received, they can submit a complaint directly to the relevant organisation. The organisation will try to resolve the complaint through its internal complaint process.
3. However, reaching a final resolution at this stage is not always possible. In these instances, independent complaint reviewers such as the States of Jersey Complaints Panel, the Royal Court or a Tribunal can provide an independent complaint resolution service between individuals and organisations who deliver public services.
4. However, their limited remit or high cost of access means that some people do not escalate their complaints further.

PUBLIC SERVICES OMBUDSMAN [PSO]. 

1. The consultation includes the potential for introducing a Public Services Ombudsman [PSO]. 
1. A PSO is an independent organisation established to handle complaints related to MALADMINISTRATION AND SERVICE FAILURE, which THE INTERNAL COMPLAINT PROCESS OF A PUBLIC SERVICE has not resolved.
2. A PSO uses a hybrid approach that starts with an informal resolution but can escalate to a formal investigation with official recommendations. The goal is to ENSURE FAIRNESS, ACCOUNTABILITY, AND TRANSPARENCY IN PUBLIC SERVICES.
2. PUBLIC SERVICES ARE DEFINED AS
1. Any service provided directly by the Government of Jersey or on behalf of the Government by other organisations which implement some public policy (e.g. Andium Homes, Jersey Electricity, Jersey Water)
2. ALSO, the Jersey government’s Cabinet Office [see below] has confirmed following an email enquiry that the JERSEY FINANCIAL SERVICES COMMISSION will be caught under the definition of “PUBLIC SERVICE.”

THE PROCESS

1. The Jersey government say it wishes to hear from:-
1. Members of the public who have made a complaint against a public service
2. Members of the public who have thought about making a complaint against a public service
2. Furthermore, it is:-
1. Seeking information on your experiences making a complaint about public services
2. Asking for your views on how an independent complaint reviewer should operate in Jersey
3. Consultation Paper
1. https://www.gov.je/SiteCollectionDocuments/Government and administration/Feedback on Public Services Consultation Paper.pdf
4. Terms of reference –
1. https://www.gov.je/md/MDAttachments/Chief%20Minister/Decisions%20in%202024/MD-CM-2024-779%20ToR%20-%20Public%20Services%20Ombudsperson%20Project.pdf

CONFIRMATION OF JFSC BEING A PUBLIC SERVICES

The following email trail shows questions about whether the JFSC will be caught in the proposal?

Sent: ******* March 2025 at *******

Subject: RE: Question regarding consultation on public services

Dear  

Thank you for your email regarding the scope of the definition of public services used in the ongoing consultation.

I can indeed confirm that the Jersey Financial Services Commission would be included in this definition.

 Please do let me know if you have any further queries.

 Kind regards

****** *****

Head of Policy

Cabinet Office

Government of Jersey

Union Street | St Helier | Jersey | JE2 3DN

Sent: *** 2025 **
To: adminredress@gov.je
Subject: Question regarding consultation on public services

Good afternoon, quick question regarding the definition of public services. I have read the glossary, and would like to know if the following entity would be caught by this or is intended to be caught

• The Jersey Financial Services Commission

Kind regards

**** *****

 SOURCES - READ HERE

• https://www.gov.je/Government/Consultations/Pages/PublicServicesComplaints.aspx
• Feedback on Public Services Consultation – Consultation Paper https://www.gov.je/SiteCollectionDocuments/Government and administration/Feedback on Public Services Consultation Paper.pdf
• Terms of reference - https://www.comsuregroup.com/media/zqfhnoqo/md-cm-2024-779-tor-public-services-ombudsperson-project.pdf