Further Detail on the Report Topic

SPA Complaints Performance

Appendix A provides an overview of the complaint handling responsibilities of the SPA with explanatory text on reporting terminology.

The SPA Complaints Quarterly Performance Report, including key statistics reflecting the position at the end of Q4 2022/23, is attached as Appendix B to this report. The quarterly report provides comparison to the previous 7 quarters.

Appendix C contains the SPA Complaints Annual Report providing details over the past 4 years. Previous Annual Reports have provided analysis over a 5 year period but recent changes to the SPA recording process mean it is not possible to provide comparable data for 2018/19. However, in line with the previous recording process, further information on historical statistics is presented in the Complaints and Conduct Committee 2021-22 Annual Report.

Workload Management

Detail on ongoing workload is presented as a separate agenda item at the private session of this meeting.

Stakeholder Meetings

As previously reported, the National Complaint Handling Development Group (NCHDG) is currently paused while partners review the purpose and remit of the group. SPA, PIRC and Police Scotland colleagues met in March 2023 to review the group’s Terms of Reference (ToR) and it is envisaged that the group will reconvene once the ToR have been refreshed.

The Strategic Oversight Group (SOG) has not met since the last CCC meeting.

Engagement with Other Organisations

The team are progressing activity to identify & conduct benchmarking exercises in relation to complaints handling and oversight/assurance reporting. Specifically, work includes analysis of the Baroness Casey Review, HMICFRS Inspection Report, IOPC Annual Complaints Statistics and PONI Annual Report.

Improvement Activity

Measures continue to be taken to reduce the number of cases received that are outwith the remit of the SPA and ensure that members of the public are signposted appropriately when making a complaint.

Organisational Learning

The SPA is committed to promoting a culture of organisational learning. Opportunities are identified through a variety of sources including the handling of complaints within the remit of the SPA and PIRC Complaint Handling Reviews (CHRs) if applicable. No specific organisational learning opportunities have been identified during this reporting period.