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Dealing with Complaints – the UK model. Jim Wretham and Helen Munson Or. What happens if you have a dead parrot?. Dealing with PSI Complaints – the three levels. through the Public Sector Information Holder (PSIH) review by the Office of Public Sector Information

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Dealing with Complaints – the UK model

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Dealing with complaints the uk model l.jpg

Dealing with Complaints – the UK model

Jim Wretham and Helen Munson

Or


What happens if you have a dead parrot l.jpg

What happens if you have a dead parrot?


Dealing with psi complaints the three levels l.jpg

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 PSIH’s 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/advice-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-regulations/complaints/SO-42-8-4.pdf

received favourable press coverage (Guardian’s 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


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

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


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