The Parliamentary Ombudsman states that the six principles of good administration are:
(1) Getting it right
* Acting correctly in accordance with the law, statutory powers and obligations, organisational policy and guidance (published or internal) and any other rules and regulations.
* Acting within the boundaries of established good practice.
* Providing effective services, through appropriately trained, competent staff.
* Taking decisions that are reasonable based on all relevant considerations.
(2) Being customer focused
* Providing services that meet customer needs and any published service standards.
* Dealing with people helpfully, promptly and sensitively, having regard to their individual circumstances.
* Responding to customer needs flexibly including, where appropriate, in a joined-up way with other providers.
(3) Being open and accountable
* Being open and clear about policies, procedures and decisions, and ensuring that information and any advice provided is accessible, accurate and complete.
* Handling information properly and appropriately.
* Keeping proper and appropriate records.
* Taking corporate responsibility for official actions.
(4) Acting fairly and proportionately
* Treating people impartially, with respect and courtesy and without bias, discrimination or prejudice, and ensuring no conflict of interest.
* Dealing with people and issues objectively and consistently.
* Ensuring that decisions and actions are proportionate to the circumstances and individuals concerned.
(5) Putting things right
* Putting mistakes right quickly and taking action to correct policies and procedures which are found to be ineffective, unworkable or unfair.
* Providing clear and timely information on how and when to appeal or complain.
* Operating an effective complaints procedure, which includes providing appropriate redress.
(6) Seeking continuous improvement
* Keeping policies and procedures under regular review to ensure their effectiveness.
* Welcoming feedback and using it to improve services and performance.
* Ensuring that lessons learned from complaints contribute to providing better services.
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