The Annual Report of Compliments, Complaints and Freedom of Information Activity – 2019/2020 was put before Council on 10 December 2020.

The Report provided Council with a comprehensive overview of the compliments, complaints and Freedom of Information (FOI) activity (including Environmental Information Regulations - EIR) received by the Authority during the previous financial year. This report is accompanied by the Annual Letter from the Public Services Ombudsman for Wales (PSOW).

Councillor Ellen ap Gwynn, Leader of Ceredigion County Council with responsibility for Policy, Performance and Partnerships said “This is the first report in almost a decade where there have been no Public Services Ombudsman for Wales investigations commenced or reports issued in relation to complaints made against the Council. This report demonstrates that vast improvements continue to be made across the Council in respect of its arrangements to deal with all complaints and FOI/EIR activity. The Complaints and FOI Service has worked extremely hard putting processes in place to get to this point. I would like to congratulate them on this achievement.

Work is ongoing to develop the service system and improve adherence with timescales to support the Council’s commitment to openness and transparency to resolving concerns in accordance with legislation.”

Specific details are given on the number and type of compliments received, the different complaints stages, performance and outcomes relating to these and information on compliance with FOI and EIR legislation. There is also a section regarding the contact received by the Public Services Ombudsman for Wales (PSOW) during the reporting period, as well as the Ombudsman’s Annual Letter to the Council.

Here is a brief overview of the figures for the work of the Council’s Complaints and FOI Service between 1 April 2019 and 31 March 2020:

  • 431 Compliments
  • 598 Enquiries
  • 124 Complaints (85 at Stage 1 and 39 at Stage 2)
  • 31 ‘Contacts’ from the PSOW 975 FOI and EIR requests
  • 7 Internal Reviews under FOI / EIR legislation Highlights

The Report is in line with the Council Corporate Priority that Ceredigion County Council is an organisation that is fit-for-purpose to deliver improving services to meet the needs of our citizens.

The full report can be seen here.