In this section
Section highlightThe People’s NHS Part of an initiative to engage the public in creating a safe and sustainable health service for the future.
Spreading the word »Action on the ground to increase learning materials in the medium of Welsh.Learn more »
First Minister’s call for action on the Welsh language
People from across Wales with an interest in the Welsh language are being asked to take action on its future in a national online conversation.
- Local Government Democracy Bill approved
- Minister welcomes report which could change shape and structure of education delivery in Wales for the better
- First Minister’s call for action on the Welsh language
In this section
- Business and economy
- Children and young people
- Culture and sport
- Education and skills
- Environment and countryside
- Equality and diversity
- Health and social care
- Housing and community
- Improving public services
Welsh languageWelsh-language technology and digital media action plan
The action plan sets out our commitment to drive developments in the field of Welsh-language technology and digital media.Learn more »
In this section
Section highlightAccess to information
The Welsh Government has followed the principles of openness in government for many years. Find out how you can make a freedom of information request or see requests that have already been made.
The Strategy for Older People in Wales 2013-2023 »The 3rd phase focuses on ensuring that older people in Wales have the resources to deal with the challenges and opportunities they face.Learn more »
- A new vision for a National Youth Work Strategy
- The future delivery of education services in Wales
- Consultation on Draft Technical Advice Note (TAN) 23 Economic Development
- Draft industrial and commercial sector plan
- Waste Prevention Programme
- Building Control system and Approved Document supporting regulation 7
In this section
Section highlightReview of the Planning Enforcement System
The research covers 18 recommendations for the future Welsh enforcement system.
Legislative programme 2012 - 2013 »
Addressing the Assembly in the Senedd today, the First Minister, Carwyn Jones, detailed the eight bills in the Welsh Government’s 5-year Legislative Programme that will be brought forward during the second year of the Welsh Assembly.Learn more »
Section highlightCommunity Infrastructure Levy
Local authorities can charge a Community Infrastructure Levy on new developments to support the infrastructure needed.
Infrastructure Investment Case Studies »
Examples of infrastructure investment projects funded by the Welsh Government across Wales.Learn more »
New arrangements for handling social services complaints came into force on 1 April 2006.
The procedures are based on two key principles:
- Everyone who makes a complaint about social services in Wales has a right to be listened to properly. Their best interests must be safeguarded and promoted; their views, wishes and feelings must be heard; and their concerns should be resolved quickly and effectively.
- Complaints can highlight where services need changing. So good local authorities will want to learn from these concerns to improve services for everyone who uses them.
The new procedures apply to any social service provided by a council – and any service that a council is paying for. There are three stages:
Stage 1 – local resolution
The complainant raises concerns with the person running the services locally. They must try to resolve matters within 10 working days. The complainant - but not the council - can extend this by a further 10 days.
Stage 2 – formal consideration
The complainant has a right to ask the authority for formal consideration of the complaint at any time. This is usually an investigation by someone not involved with the local service - but it could take some other form such as mediation. 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. This can be extended only where provided for in the regulations.
Stage 3 – the independent panel
The complainant has a right to have an unresolved complaint considered by a panel hearing. They have the same right if the council has not responded after three months. Both the panel membership and the administrative arrangements will be completely independent of the council. The panel must meet within 20 working days and make its report available within 5 working days. The council must respond within 15 working days.
Complainants may also take their complaint to the Public Services Ombudsman for Wales (external link)
However, unless there are particular circumstances the Ombudsman will not normally look into a complaint about Social Services until the complainant has been through Stage 1 and Stage 2. If the complainant remains dissatisfied after Stage 2 the Ombudsman will be prepared to consider the complaint. Complainants, therefore, have the right to go to the Ombudsman if they are dissatisfied with the way in which their complaint is being handled.
On completion of Stage 2 of the statutory procedure, complainants have the option of taking their complaint to Stage 3: the Independent Panel (with the right to go to the Ombudsman thereafter) or of taking their complaint direct to the Ombudsman.
If you want to make a complaint about any social service, you should talk to the person who runs the service. Or, if you prefer, you should contact the social services complaints officer for the council that provides the service or purchases it for you.
Stage 3 Panel Members
Panel members are appointed y the Deputy Minister for Children and Social Services in line with the Nolan principles. They are independent of the local authority. Their conduct is governed by a Code of Conduct.
Raising a Concern or Complaint about a Panel Member
Complaints about the conduct of a panel and panel members will be handled in line with the Welsh Government’s complaint policy.
The Welsh Government’s customer complaints policy sets out what to do if you are dissatisfied with a service provided by the Welsh Government and you want to make a complaint.
We are committed to dealing effectively with any complaints you may have about stage 3 panels and their members.