Complaints Commissioner proves his worth

Complaints Commissioner,
John Epp

Wednesday, October 27, 2004

It is only three weeks since John Epp, the Complaints Commissioner, opened the doors of his new independent office and already he has some successes to report, not least the revamping of the Emergency Temporary Work Permit form to a new user-friendly version.

Although the office is a government-sponsored body, it is entirely independent. Mr Epp will be reporting directly to the Legislative Assembly via the Speaker of the House.

So far the office has received enquiries concerning labour issues, refusal of status grants, and school inspectorate problems. In most cases the complaints are concerned with communication problems or the failure of procedure within various departments.

“My goal over the forthcoming weeks and months is to help improve the complaints procedures at the various government agencies and departments”, said Mr Epp. “The office is holding seminars and educational programmes to open lines of communication between the Complaints Commissioner’s Office and civil servants, in order to assist their understanding of what I do, how I can help them develop better systems and alleviate any apprehension people may have about the office.”

As complaints come into Mr Epp’s office it is his job to approach the department in question and then conduct a thorough investigation of the complaint. 

“I am not an advocate for the complainant,” he added. “It is my role to investigate and identify the problem. If there is a complaint to be upheld then I will discuss it with the department, help create a solution and then soon after monitor how successfully the problem has been resolved.” 

Mr Epp cited the issue of the Emergency Temporary Work Permit form as an example of how his office is working. He explained how he was able to identify the problem, discuss it with the Immigration Department, help come up with a solution and then monitor the outcome all within four days.

The key to the success of Mr Epp’s office will be in the development of good complaints procedures throughout the civil service hence the need for education programmes which will be ongoing, and all civil servants are invited to attend this week’s workshops which will take place on Wednesday and Thursday 27, 28 October between 10:00am and noon. Since opening the office Mr Epp said some customers might have experienced difficulties contacting him owing to phone line problems that have now been rectified. 

The office can now be contacted on 943 2220 or people may drop by the office located on the second floor of the Piccadilly Centre above Hobbies and Books. 

Civil servants who wish to attend this week’s seminars should contact Ms Clyte Linwood on 949 7900.

Back...