The Lay Observer currently operates to the following standards:
- New complaints are acknowledged within five working days of receipt
- Letters enquiring about a current complaint are answered within five working days of receipt
- Investigations are concluded normally within eight weeks of acknowledgement
- Where an extension is required, the complainant is informed prior to the expiration of the original eight week estimate, with full reasons
- No serious complaint against The Lay Observer to be substantiated
- Annual Report to be published according to programme; publication date is 31st May each year
- Every solicitor practice, MLA, Northern Ireland MP, any other MP with an interest in Northern Ireland and appropriate members of the Upper House to have received a copy of Annual Report by end June each year
- Service to be provided within budget
While objective standards are vital, subjective indicators will also be observed.
The Lay Observer:
- Seeks to provide a courteous, prompt and efficient service
- Communicates in simple English and does not use jargon
- Empathises with the complainant, while offering a strictly neutral investigation
- Sets out the facts as she sees them
- Provides reasons for arriving at a decision
- Provides any appropriate suggestions, which may not be interpreted as legal advice
Alasdair MacLaughlin
01 January 2007