Delivering Prudent Healthcare in Wales »Prudent healthcare principles ensure patients receive the most appropriate treatments to achieve mutually-agreed goals.Learn more »
Postcards from the children of Wales to NATO world leaders
Primary school pupils from Wales are to be given the opportunity to write a personal message to the NATO world leaders about their hopes for the future.
- Minister visits North Wales Fire and Rescue Authority
- Superfast broadband rolling-out across Pembrokeshire
Featured Article »Landmark Social Services law receives Royal Assent
- Postcards from the children of Wales to NATO world leaders
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
- Amending the Environmental Damage (Prevention and Remediation) Regulations 2009 to transpose Article 38 of the Offshore Safety Directive
- Extending access to intermediary services for descendants and relatives of adopted people
- Renting Homes – Illustrative Model Contract
- Statutory Guidance to the Independent Remuneration Panel for Wales in relation to the salaries of Local Authority Chief Executives
- The Ireland Wales Cooperation Programme 2014-2020
- Active Travel Action Plan
Featured consultation »Draft Technical Advice Note 1: Joint Housing Land Availability Studies
73 days left
Section highlightThe Gender-based Violence, Domestic Abuse and Sexual Violence (Wales) Bill
The Bill aims to improve the Public Sector response in Wales to gender-based violence, domestic abuse and sexual violence.
Legislative programme 2013 - 2014 »
The First Minister detailed the 8 bills in the Welsh Government’s 5-year Legislative Programme that will be brought forward during the 3rd year of the Welsh Assembly.Learn more »
Section highlightProject pipeline update - June 2014
Our pipeline provides visibility of infrastructure investment activity across Wales.
1st Supplementary Budget 2014-15 »
The 1st Supplementary Budget proposes a number of changes to the Final Budget for 2014-15, which was published in December 2013.Learn more »
- Statistics & Research
Upcoming calendar »
See the schedule for all statistics and research releases.View upcoming calendar »
Listening and learning: A guide to handling complaints and representations in local authority social services in Wales
Everyone who makes a complaint about social services in Wales has a right to be listened to properly and have their concerns resolved quickly and effectively. Good local authorities will want to learn from these concerns and use the experience to improve services for everyone who uses them.
This guidance, “Listening and Learning”, provides a new framework for handling and considering complaints about local social services authorities in Wales. It covers complaints about services for children, young people and adults. The aim is to assist authorities to build arrangements that best suit the needs of the local communities they serve.
Paragraphs 7.4 and 9.1 of ‘Listening and Learning’ are concerned with guidance on handling and recording complaint investigations and refer to the National Complaints Officers Group (NCOG) as providing guidance on best practice when investigating complaints.
NCOG is an English group and since the document was published Wales has established The All Wales Complaints Officers Group. This group is working on similar guidance which we will make public as soon as it is published.