In 2008, the Public Services Ombudsman for Wales published the Principles of Good Administration which aimed to be open and clear to complainants and public service
providers about the behaviour expected in their service delivery, and how the Ombudsman reaches a decision as to whether maladministration or service failure has occurred.

This week, a new edition has been published which includes examples to further illustrate these behaviours, and recognises progress made in relation to standardising the approach to complaints handing in Wales since 2008. In addition, the Ombudsman and the Information Commissioner have worked together to develop two new Principles relating to the standards
required by public service providers in terms of good record management.

Christopher Graham, Information Commissioner said:

“Good administration and information handling are an essential part of delivering high-quality public services.Therefore it is very appropriate that the Public Services Ombudsman for Wales and the Information Commissioner have been able to work together to produce this publication for
public bodies in Wales.”

Nick Bennett, Public Services Ombudsman for Wales, said:

“I am extremely pleased to have been able to work with the Information Commissioner on the review of this important document and am grateful for his contribution in respect of the two new Principles. I believe this document will provide a framework for all public service providers to follow in fulfilling
their duties.”