Publication date:
The Independent Assessor of Complaints (IAC) for the Public Prosecution Service, Sarah Havlin, has published her Annual Report for 2023-24 highlighting ongoing improvements in complaint handling, and the PPS’s continued commitment to organisational learning when complaints are raised.
The report details that only 0.1% of the 43,977 files received by the PPS during the year led to complaints, demonstrating a consistently low complaint rate. Of the 56 complaints received, the vast majority were resolved informally or at the initial investigation stage. Of the four complaint cases submitted to the IAC, two were upheld (either fully or in part) following her review.
The IAC has pointed to a number of specific improvements during the year, including the introduction of a new PPS Complaints Charter and use of the PPS Stakeholder Engagement Forum as a vehicle to raise awareness of the complaint scheme.
She said: “My overall opinion of the PPS complaint process, having thoroughly reviewed its performance this year, is that the complaint system has consistently performed to a high standard and is a model of good practice in both complaint management and as a tool of continuous improvement.
“My view is that in terms of organisational performance management, PPS leadership approaches complaints as containing vital intelligence and levers for change as part of its overall quality assurance strategy.
“I am impressed by the evidence which confirms the level and scale of change and improvement to the complaint scheme, the management of complaints, and openness to feedback which I believe has been a contributing factor to the commitment to continuous improvement of organisational culture and performance throughout the organisation.”
The IAC also highlighted a number of ongoing challenges in some areas, particularly in meeting the 30 day target for the investigation of complaints. Whilst this was a concern, she recognised that this was largely due to the pressure of workloads, and proposed a number of measures for the PPS to consider in order to address the issue.
Director of Public Prosecutions, Stephen Herron, in welcoming the publication of the report said: “This important report highlights both the quality of our service, which is reflected in the low number of complaints we have received, and also our willingness to learn from these complaints, using the complaint scheme as a driver for organisational learning and as part of our overall quality assurance process.
I am grateful to the Independent Assessor for her positive comments regarding our performance, and her recommendation for further improvement. I would like to thank the Independent Assessor for her report, and for the major contribution she continues to make in assuring the effectiveness of these arrangements.”
For more details on the Independent Assessor’s role and a full copy of the report, please visit the PPS website.