The Scottish executive has launched proposals for a radical
one-stop shop complaints system for all public sector issues
following an announcement by Angus MacKay, minister for finance and
The proposals are based on the consultation paper, ‘Modernising
the Complaints System’, published in October 2000. The new
proposals will combine the public’s complaints about local
government, the health service, housing associations, the mental
welfare commission as well as Scottish parliamentary issues.
As well as streamlining the process, powers are proposed to
publish more information regarding complaints including instances
where a complaint has not been remedied. MacKay indicated that some
800 organisations would be consulted on the proposals, and a
parliamentary bill drawn up as soon as possible thereafter.