l John Swinney was invited by the SPCB Supported Bodies Committee to give evidence on the review of complaints handling bodies.
l Mr Swinney opened by stating that the Crerar Review and fit-for-purpose complaints system action group identified the way forward, correctly in his view, as being to expand the role of the SPSO to lead the way in developing effective and efficient complaints-handling systems.
l Mr. Swinney stated that SPSO’s poor performance needs to be improved; rationalisation of complaints handling will in the meantime continue.
l Mr Swinney then went on to inform the Committee:
l that the transfer of Scottish Prison Complaints Commission and Waterwatch Scotland is a sensible rationale as these bodies have similar roles and responsibilities to that of SPSO and Consumer Focus Scotland;
l that the Government is broadly supportive of a single standards body as suggested by the SPCB, and he would be content for his officials to work closely with the committee;
l that the Government thinks that a change for those bodies that currently report to the Government to report to the Parliament instead is sensible and the Government is happy to support this change.
l The Convener, Trish Godwin, asked Mr Swinney why the Sinclair report considered it in the consumers best interest to transfer Waterwatch’s functions when Waterwatch had not been consulted? Mr Swinney responded that in trying to reduce the number of bodies, all complaints handling functions will be in one organisation enabling consumers to have one port of call should they have a complaint.
l Mr Swinney informed the committee that other organisations in Scotland are involved in the promotion of consumer interest. Consumer Focus Scotland is very much at the core of that activity.
l Mr Swinney was questioned by the Committee as to what would happen to complaints regarding licensed water providers. Mr Swinney informed the Committee that he envisaged these complaints also being handled by the SPSO. The Committee queried the legislative logistics of this, but Mr Swinney insisted that it would be possible. The Convener proposed that the issue be explored further and clarified.
l The Committee questioned Mr Swinney on the funding of Waterwatch Scotland and how this would work should it merge its responsibilities with SPSO and Consumer Focus Scotland. Mr Swinney stated that the nature of funding WWS constituted a consumer cost and insisted that there would be no financial liability to the SPCB.
l The Committee commented that Waterwatch Scotland’s performance turnaround and customer satisfaction rates are significantly better than those of SPSO, and wanted clarification on how the proposed transfer would improve customer services. Mr. Swinney responded by reiterating that SPSO needs to improve but that the combining of various functions to create greater public sector efficiencies will progress.
l The full report can be viewed at http://www.scottish.parliament.uk/s3/committees/rssb/or-09/rssb09-0501.htm
NB
The Remit of the Review of SPCB Supported Bodies Committee is to consider and report on whether alterations should be made to the terms and conditions of the office holders and the structure of the bodies supported by the SPCB; to consider how many proposals, including the addition of any new functions, for future arrangements should be taken forward, including by way of a Committee Bill, and to make recommendations accordingly.