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Is the Independent Customer Complaint Reviewer Report Published in Your 2015-16 Annual Report the Real One?

Prof Ben Paechter made this Freedom of Information request to Scottish Public Services Ombudsman

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

We're waiting for Prof Ben Paechter to read recent responses and update the status.

Dear Scottish Public Services Ombudsman,

I note that in your 2015-16 Annual Report there is a section on page 34 with the heading "Report from Jodi Berg and Elizabeth Derrington, Independent Customer Complaints Reviewers".

Please could you let me know if the text that appears underneath this heading is the actual report submitted by Jodi Berg and Elizabeth Derrington to the SPSO?

Please could you let me know if the text that appears under the heading "Report from Jodi Berg and Elizabeth Derrington, Independent Customer Complaints Reviewers" that appears publicly in the 2015-16 Annual Report is the same text that was submitted to the Audit and Advisory Committee?

Please could you send the version of the 2015-16 Annual Report actually provided to the SPSO by Jodi Berg and Elizabeth Derrington, Independent Customer Complaints Reviewers?

Yours faithfully,

Prof Ben Paechter

Scottish Public Services Ombudsman

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Scottish Public Services Ombudsman

Dear Professor Paechter

 

Your request for information

 

I refer to your email of 27 November 21017.  In your correspondence you
ask “I note that in your 2015-16 Annual Report there is a section on page
34 with the heading "Report from Jodi Berg and Elizabeth Derrington,
Independent Customer Complaints Reviewers". Please could you let me know
if the text that appears underneath this heading is the actual report
submitted by Jodi Berg and Elizabeth Derrington to the SPSO? Please could
you let me know if the text that appears under the heading "Report from
Jodi Berg and Elizabeth Derrington, Independent Customer Complaints
Reviewers" that appears publicly in the 2015-16 Annual Report is the same
text that was submitted to the Audit and Advisory Committee? Please could
you send the version of the 2015-16 Annual Report actually provided to the
SPSO by Jodi Berg and Elizabeth Derrington, Independent Customer
Complaints Reviewers?”.

 

We will be dealing with your request in line with the Freedom of
Information (Scotland) Act 2002, which provides a right to request access
to information we hold. The Act states that we must reply to you within 20
working days of us receiving your request. This means we will reply to you
by 22 December 2017 at the latest.  We will, of course, reply sooner if we
are able to do so.

 

If you have any queries in the meantime, please do not hesitate to contact
us.

 

Yours sincerely

 

 

Elena Carrara

Team Assistant

Scottish Public Services Ombudsman

4 Melville Street Edinburgh EH3 7NS

Phone: 0800 377 7330

Email: [1][email address]  

 

 

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Scottish Public Services Ombudsman

3 Attachments

Dear Professor Paechter

Please find attached my response of today's date.

Yours sincerely

Helen Littlemore
Corporate Information Governance Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

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1. http://www.spso.org.uk/

Dear Helen

Many thanks for your message.

I am writing to request an internal review of Scottish Public Services Ombudsman's handling of my FOI request 'Is the Independent Customer Complaint Reviewer Report Published in Your 2015-16 Annual Report the Real One?'.

The information that you have provided to me does not fit well with the information provided to me by Ms Derrington of the ICRS. It would appear that you have different views concerning the authorship of the version of the ICRS report published in the SPSO Annual Report.

When I asked Ms Derrington for a copy of her report she provided me with the full unchanged and unabridged version. When I asked her why her report published in the SPSO Annual Report was different she said:

"As far as I am aware ICRS's Report was submitted to the Audit Committee in the form you have seen. It is a matter for SPSO to decide the form in which ICRS's Report will appear in its own Annual Report."

It would appear that Ms Derrington believes that her report was changed by the SPSO prior to being published.

I further believe that the report that was published in your annual report was not the one provided to the SPSO by the ICRS because of the email from the SPSO Director of Communications Emma Gray to you (copied to the Ombudsman, Rosemary Agnew, and the SPSO Director, Niki Maclean) dated 24th May 2017, in which Ms Gray says:

"We also should be aware that there are differences between the 2015-16 report that the ICRS provided to us and the published version"

Please could you also review your statement that the two versions differ slightly. It would appear that there are quite a few changes, for example the version that Ms Derrington sent to me is 1815 words while the published version is less than a third of the length at 489 words.

Please could you also provide the version of the report that was submitted to the SPSO Audit and Advisory Committee?

I hope that you understand that the reason that I am asking for this information and the review is because I believe that it is in the public interest, and in the interests of openness and transparency, for independent reviewers' reports to be published in the full and unchanged versions provided to the organisation and its auditors, and for the full authorship of reports put into the public domain to be clear.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/i...

Many thanks and best wishes

Ben

Prof Ben Paechter

Scottish Public Services Ombudsman

This is an automated receipt from SPSO to let you know that we have
received your email. Please do not reply to this.

 

If you have emailed a new complaint, we will register it and acknowledge
it in writing within three working days. We provide you with a reference
number which should be used in any future correspondence with us.

 

If your email was not a new complaint, it will be forwarded to the
appropriate colleague who will reply to you in due course.

 

If we have been copied into this email, we will not respond or take action
on this matter.

 

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Scottish Public Services Ombudsman

Dear Professor Paechter

I refer to your email of 22 December 2017.  In your correspondence you ask
for a review of the handling of your information request in respect of the
Independent Customer Complaint Reviewer Report published in the SPSO
2015-16 Annual Report.

I have passed your request for a review to Niki Maclean, Director, who
will consider it and respond to you promptly, but in any event no later
than 25 January 2018.

New request
You have also made a new request for a copy of the report that was
submitted to the SPSO Audit and Advisory Committee.   Again, we will
respond to your request in line with the Freedom of Information (Scotland)
Act 2002 by 25 January.    

Yours sincerely

Helen Littlemore
Corporate Information Governance Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

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References

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1. http://www.spso.org.uk/

Scottish Public Services Ombudsman

3 Attachments

Dear Professor Paechter

Please find attached Niki Maclean's response of today's date to your
request for review and further information.

Yours sincerely

Helen Littlemore
Corporate Information Governance Officer

Scottish Public Services Ombudsman
4 Melville Street Edinburgh EH3 7NS
tel 0800 377 7330 fax 0800 377 7331
web [1]http://www.spso.org.uk

show quoted sections

References

Visible links
1. http://www.spso.org.uk/

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