The Planning Inspectorate- Wales

Welsh language scheme

Annex

Planning Inspectorate's Welsh Language Scheme complaints procedure

Level One

Members of the public who wish to complain about the Inspectorate's service in the Welsh language should write to the Director at the Planning Inspectorate (see section 8 above). After investigating the action or inaction which gave rise to the complaint, he or she will reply to the complainant on behalf of the Inspectorate.

Should a complainant complain directly to the Welsh Language Board (the Board) without first approaching the Inspectorate, the Board will want to ensure that the Inspectorate has had a reasonable opportunity to respond first. In such circumstances, the Board will forward the complaint to the Director and he or she will respond on behalf of the Inspectorate, copying his or her reply to the Board.

Level Two

Where a complainant is not content with the response provided by the Inspectorate, the matter may be referred to the Board. Under section 18(2) of the Act, the Board can consider whether to investigate or not. If it does investigate, the correspondence relating to the matter will be referred to the Director but the merits of the case will be considered by a more senior level of management within the Inspectorate

The Board may initiate its own investigations under section 17 of the Act without a complaint from a member of the public. In these circumstances, it will contact the Director. However, issues arising out of the investigation would be considered at a more senior level of management within the Inspectorate, and they would respond to the Board's inquiry.

Level Three

Once the Board has completed its own investigations it will, in accordance with section 19(1) of the Act, send a report to the National Assembly for Wales, with a copy to the Director. It will then be for the National Assembly for Wales to issue a formal response.