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Centre for Policy on Ageing | |
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Local charters
— a survey of public services [and appendix] | | Corporate Author | National Consumer Council - NCC |
| Publisher | National Consumer Council, London, 1998 |
| Pages | 69 pp (2 vols) |
| Source | National Consumer Council, 20 Grosvenor Gardens, London SW1W 0DH. |
| Keywords | Services ; Consumer ; Rights [elderly] ; Social surveys. |
| Annotation | The National Consumer Council (NCC) has conducted what is probably the first major survey of local charters since the launch of the Citizen's Charter in 1991. Service providers - every police force, train operator, housing and social services authority, gas, electricity, and water company in England - were asked whether they had produced a charter, and if so whether users had been consulted. NCC also contacted every health authority, NHS trust, benefit office, further and higher education institution, and a small sample of doctors in ten selected areas. All were asked for copies of any documents produced, to ascertain the sort of `standards' set, and how consumers could enforce them if things went wrong. The findings discuss: how standards can be raised and enforced; raising consumer awareness; communicating with disadvantaged groups; consumer satisfaction with complaints handling; and financial compensation. The report concludes that adopting its suggested best practice checklist would be a start in meeting the challenge of improving `standards'. The appendix includes the questionnaire used, and lists organisations as to whether or not they responded. (RH). |
| Accession Number | CPA-980910216 B |
| Classmark | I: WY: IKR: 3F |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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