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Dealing with Complaints – the UK model

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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  1. Dealing with Complaints – the UK model Jim Wretham and Helen Munson Or

  2. What happens if you have a dead parrot?

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. Our First Complaint!! complaint against Ordnance Survey high profile, dealing with mapping use of mapping data and postal codes for local government

  9. 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

  10. 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)

  11. 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

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

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