Successful prosecutions for scallop fishing offences »We take seriously our responsibility for managing and protecting Welsh seas and all our natural resources.Learn more »
Congratulations to GCSE pupils on results day - Kirsty Williams
The Education Secretary Kirsty Williams has offered her congratulations to students across Wales celebrating their GCSE and Welsh Baccalaureate results today.
- Recycling in Wales reaches record high
- Stellar team poised ready to recognise Welsh heroes
- Congratulations to GCSE pupils on results day - Kirsty Williams
- Proposed changes to how Environmental Impact Assessment applies to Town and Country Planning
- National Strategy on Violence Against Women, Domestic Abuse and Sexual Violence - A framework for delivery 2016 - 2021
- Establishment of a Flood and Coastal Erosion Committee
- Consultation on The Local Authorities (Calculations of Council Tax Base) (Wales) (Amendment) Regulations 2016
Featured consultation »Welsh Language Strategy: A million Welsh speakers by 2050
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Section highlightLand Transaction Tax
Land Transaction Tax will replace UK Stamp Duty Land Tax in Wales.
Final Budget 2016-17 »
The amount of funding allocated to Welsh Government Main Expenditure Groups (MEGs) for 2016-17 is £15bn.Learn more »
- Statistics & Research
Upcoming calendar »
See the schedule for all statistics and research releases.View upcoming calendar »
New arrangements for handling social services complaints came into force on 1 August 2014.
A new procedure has been introduced to improve the experience for people making complaints. The process has been simplified and the guidance for local authorities has been made easier to understand.
It also aligns social services with other public services, in particular the NHS.
The procedures are based on two principles:
- Everyone who makes a complaint about social services in Wales has a right to be listened to. Their views, wishes and feelings must be heard; and their concerns should be resolved quickly and effectively.
- Complaints can highlight where services need changing. It is important that local authorities learn from complaints to identify where services should be changed and improved.
There are two stages in the new process:
Stage 1 – local resolution
The local authority must always offer to discuss a complaint or representation with the complainant to try and resolve matters. This discussion must take place within 10 working days. This should allow for the quick and successful resolution of most complaints.
Stage 2 – formal investigation
The complainant has a right to ask the local authority for formal investigation of their complaint. At this stage, the complaint will be investigated by an Independent Investigator. This is someone who is not employed by the local authority which are the subject of the complaint.
A report with findings, conclusions and recommendations must be produced. The authority must respond to the complainant within 25 working days of the request to move to this stage.
Public Services Ombudsman for Wales
If they remain dissatisfied, the complainants may take their complaint to the Public Services Ombudsman for Wales (external link).