Select Committee on Scottish Affairs Minutes of Evidence


Memorandum from the Scottish Consumer Council

CONTENTS

  Background

  Purpose and objectives

  Outputs in the last two years

  Workplan 2002-03—Research and Policy

  Workplan 2002-03—Development Projects

  Governance

  Accountability and legitimacy

  Quinquennial Review

  Review of Governance

  Stakeholder review

  Resources

  External Communications

  Appendix I Publications list*

  Appendix II Evidence to Scottish Parliament Committees

  Appendix III SCC Representation on External Working Groups*

  Appendix IV Consultations from 2001-02

  Appendix V Council Members*

  Appendix VI Committee Structures and Membership*

  Appendix VII Staff Organisation Chart

*  Not published.


1.  BACKGROUND

  The Scottish Consumer Council (SCC) was established in 1975 as a Committee of the National Consumer Council (NCC), a company limited by guarantee and set up by government to research, develop and promote policies to further the interests of consumers. [1]

2.  PURPOSE AND OBJECTIVES

  The purpose of the Scottish Consumer Council is to make all consumers matter. We do this by putting forward the consumer interest, particularly that of disadvantaged groups in society and by working with those people who can make a difference to achieve beneficial change.

  The SCC's objectives are consistent with the corporate objectives of the NCC[2]:

    1.  To develop markets and public services that work for everyone by finding the right balance between free markets, regulation and self-regulation.

    2.  To enable consumers to be effective and demanding in their selection and use of goods and services.

    3.  To provide solutions to the problems of exclusion by tackling the barriers that put goods and services out of reach.

    4.  To achieve the right balance between innovation and consumer protection by improving the understanding, communication and management of risk and uncertainty.

    5.  To ensure decision-makers everywhere are consumer aware by strengthening consumer representation.

  Within the framework of these objectives the SCC Council develops its own policies and annual work programme[3].

3.  OUTPUTS IN THE LAST TWO YEARS

  Some key areas of the SCC's work in the past two years are outlined here. This is not an exhaustive account but gives an indication of the range and nature of work undertaken. A full list of our publications is attached at Appendix I. [4]

Access to Primary Care Services

  In 2001, the SCC carried out qualitative research into access to primary care services, focusing on the needs of vulnerable groups with 30 focus groups, half of which were with people at risk of exclusion. The report Access to Primary Care was published in November and the Scottish Executive's Primary Care Modernisation Group decided to tackle access to primary care as one of its key tasks, using the SCC's report as a starting point.

NHS Surveys

  Last year, the SCC carried out quantitative and qualitative research for the NHS into the use of patient surveys at local level. The research revealed a haphazard approach and the SCC's report made a series of recommendations for change. The Scottish Executive's change paper on Patient Focus and Public Involvement, published in December 2001, referred to the SCC's work. The Executive will issue national guidance based on our findings.

Home Education

  SCC quantitative and qualitative research into the policies and practices of local authorities towards parents who decide to educate their children at home revealed a range of concerns over education authorities' attitudes towards home-educating parents, including instances where parents' legal rights were ignored. The SCC's report HomeWorks highlighted the need for national guidance on home education and recommended that the Scottish Executive produce such guidance. This Draft Guidance was published for consultation by the Executive in December 2001.

Public Involvement in Health Care

  The SCC led a project, Designed to Involve, in conjunction with the Scottish Executive and the Scottish Association of Health Councils, which set out guidelines for good practice in involving the public in primary health care. This project has now been mainstreamed within the whole of the NHS in Scotland.

School Meals

  Following concerns raised by the Healthy Choices Award Scheme (see below) the SCC worked with the Health Education Board for Scotland to establish the views of pupils, parents and teachers on the provision of school meals. The report was launched at a stakeholder's conference on 14 May 2001 with the Health Minister as key speaker. The Executive has established an Expert Panel (including the SCC) to improve the take-up and nutritional content of school meals.

Edinburgh In Court Advice Project

  The SCC and Citizens Advice Scotland obtained European Commission funding and established the first in-court advice project in Scotland. This project provides for an adviser within the court to assist consumers who are intending to represent themselves in a small claim, summary cause, Debtors (Scotland) Act or housing case. A very positive independent evaluation pointed out the relevance of the project to the future of publicly funded legal services and the Scottish Executive now provides core funding for the project. The concept has been recommended by the Ministerial working party on a replacement for poinding and warrant sales for replication around Scotland.

Consumer Representation in the Water Industry in Scotland

  Until April 2002, there was no mechanism for independent consumer representation in the industry. The SCC was disappointed that a draft bill on the re-structuring of the industry did not propose any change to the current arrangements. The SCC highlighted the need for a strong voice for consumers to the Scottish Executive, in its response to the draft bill, and in giving evidence to the parliamentary committee. The SCC was delighted when Executive amendments were tabled to include independent consumer panels. The bill was published in the autumn prior to receiving Royal Assent in March 2002.

Complaints against Solicitors

  The SCC carried out a major piece of quantitative research with consumers who had experienced using the Law Society of Scotland's complaints system. The research conclusion recommended that the Scottish Parliament conduct an inquiry into the regulation of the profession particularly in relation to complaints. The Justice Committee undertook this inquiry and the SCC gave evidence, based on the research findings. The Committee has recently issued a consultation paper proposing major improvements to the complaints handling process in line with the SCC evidence to the Committee.

Forum of Consumer Organisations

  In March 2001, the SCC established this forum of consumer organisations in Scotland. Membership comprises the Chairs and Chief Executives of the SCC, Energywatch Scotland, Postwatch Scotland, Scottish Rail Passengers Committee, Scottish Advisory Committee on Telecommunications and the water customer panels. The forum is working to add value at strategic level to consumer affairs in Scotland. The SCC provides the secretariat for the forum.

Cross-Party Group in the Scottish Parliament on Consumer Issues

  The SCC established and provides the secretariat for the Cross-Party Group in the Scottish Parliament on Consumer Issues. The Group has gained a good profile among MSPs and membership is increasing. In addition to MSPs, members include representatives of a range of other organisations in Scotland with an interest in consumer affairs. The SCC also produces a newsletter and organises seminars for the Group.

The Scottish Parliament

  Since devolution, the SCC has developed a positive relationship with the Scottish parliament, particularly through the pre-legislative committees. It has given evidence in the last year to seven different committees on 11 occasions. A full list is attached at Appendix II.

Europe

  The SCC is formally represented in Europe through NCC and BEUC (Bureau Europeen des Unions de Consommateurs). However, we have good links with the European Commission and with its office in Scotland. The SCC's Director attends DG SANCO's Annual Consumer Assembly in Brussels.

SCC Representation on External Working Groups

  In the last year, the SCC has been represented on over 60 external working groups, several at Ministerial level. These included:

    —  Scottish Executive Housing Improvement Task Force.

    —  Scottish Executive Community Legal Services Working Group.

    —  Cross-Party Working Group on Diligence against Moveable Property.

    —  Chief Medical Officer's Expert Group on Health Care of Older People.

    —  Scottish Executive Forward Strategy for Scottish Agriculture.

    —  Scottish Food Co-ordinating Committee.

    —  Joint Audit Board of the Food Standards Agency.

    —  Scottish Food Co-ordinating Committee.

    —  Joint Audit Board of the Food Standards Agency Scotland.

    —  MMR Expert Group.

    —  E-coli Task Force.

    —  Public Participation and Nuclear Waste Reference Group.

    —  Freedom of Information Strategy Group.

    —  Early Education and Childcare Forum.

    —  Audit Scotland Trading Standards Review.

    —  Public Health Institute for Scotland Partners Council.

    —  Single Regulatory Framework Consultative Group.

    —  NHS Complaints Procedure—National Evaluation.

    —  Scottish Parenting Forum.

  A full list is attached at Appendix III. [5]

Consultations

  In 2001-02, the SCC responded to 27 major consultations across the broad range of issues affecting consumers. A full list is attached at Appendix IV.

4.  WORKPLAN 2002-03—RESEARCH AND POLICY

  Our Workplan for 2002-03 has a clear focus on specific areas of consumer need and interest where we think we can have greatest impact. We place strong importance on the value of research in providing a robust base of evidence for future policy activity. There is a strong focus on the needs of disadvantaged consumers.

Current work

Local Government Performance Information

  Research on the usefulness and relevance of published performance information for consumers of public services.

Training in Complaints Handling for Staff in Public Services

  The SCC has successfully carried out wide-ranging work with public services on best practice in complaints handling. However, it appears that translating policy into practice at service delivery level is problematic and providing training for frontline staff in this area is a particular issue. The SCC will carry out research on provision of training in complaints handling for public service staff.

A Replacement for the Patients Charter in Scotland

  The creation of a template for a replacement of the charter that meets the needs and concerns of members of the public, patients, NHS staff and mangers. Work commissioned by Scottish Executive Health Department.

Research on Consumers' Knowledge of Rights

  An opinion survey of Scottish consumers to test their knowledge of their basic consumer rights, carried out by means of a Scottish booster sample of previous DTI research with some additional questions related to awareness and advice about consumer rights.

Research with Consumers on Experiences of Direct Payments

  This is a generally vulnerable group of service users, who are undertaking new responsibilities as employers and purchasers of services.

Getting Advice by Phone

  A mystery shopping exercise, testing a number of telephone advice providers to assess the quality of advice given and the quality of the customer service.

Issues Paper on Civil Justice

  Looking at the current state of play in civil justice in Scotland from the consumer perspective.

Fluoride in Water—Issues Surrounding Risk and Freedom of Choice

  Organising and running a citizen's jury or deliberative seminar on the addition of fluoride to water. To demonstrate how well chosen methods can yield more useful input from ordinary people, and to enhance our understanding about how consumers make decisions involving risk.

Policing food law—Exploration of Practice in Food Law Enforcement

  Survey of environmental health officers in Scotland in collaboration with the Royal Environmental Health Institute for Scotland to explore the experience of good and bad practice in food law enforcement.

Policy paper on Class Actions

  Analysis of the arguments in favour of class actions, particularly in the context of consumer protection legislation.

Public Involvement Structures in the NHS

  Research contracted by the Scottish Executive about proposed new public involvement structures for the NHS and future role of health councils.

Consultation and public involvement in service change in the NHS

  Consultation on draft guidance issued by the Scottish Executive Health Department.

Scottish Executive's National Debate on Education

  Commissioned by the Scottish Executive to undertake, in conjunction with the Scottish Parenting Forum, focus groups with parents from disadvantaged groups so that these views can be heard at national level.

5.  WORKPLAN 2002-03—DEVELOPMENT PROJECTS

  The SCC manages a range of externally funded, long-term development projects. In addition to being a key source of generated income, the grass roots connections which the projects have and their practical experiences of how policies impact on consumers have provided the SCC with a valuable source of input into the development of its own policies.

Scottish Community Diet Project

  Now in its sixth year, the Scottish Community Diet Project continues to pursue the central objectives set for it in the 1996 Scottish Diet Action Plan, namely "to promote and focus dietary initiatives within low-income communities and to bring these within a strategic framework".

  Following a very positive independent evaluation, funding from the Scottish Executive has been extended until March 2005. This funding also allowed for the appointment of an additional development worker, bring the staff total to four, and increases in several budgets, including the project's small grants fund, which rose by 50 per cent. This increased capacity has been put to good use, building on and developing activities which, evidence suggests, has brought added value to the efforts of local initiatives as well as breaking down the isolation and marginalism previously felt by many.

  Regular conferences, training events and seminars have been well received by volunteers, fieldworkers and policy makers from all parts of the country. The most recent conference concerned community growing initiatives, while a seminar series covering work with black and minority ethnic communities, community business skills, and community catering initiatives are about to take place. The project's first regional event jointly organised with NHS Grampian is planned for late October and a series of training events on research and evaluation is being planned.

  Study tours, at home and abroad, have created opportunities for those working at the coal face and attracted a lot of interest. A recent development of this has been community exchanges, the first, next month, involves Glasgow and Newcastle.

  To further support practice development the project has produced very practical publications on breakfast clubs and community growing schemes. The most recent publication, outlining sources of funding for local initiatives, has been well received.

  This year's annual grant scheme saw 36 small grants (totalling £78,000) awarded to groups ranging from a Fruit and Vegetable co-op in Fife and a community kitchen in the Machers to multi-cultural cooking in Edinburgh and a breakfast club in Clydebank. This brings the total to nearly 300 initiatives, which have been assisted by the scheme.

  The project is currently supporting the Scottish Executive's Review of breakfast services as well as collaborating with the FSA (Scotland), HEBS and the SEHD on a number of other initiatives including nationally available elementary training in food and health which is being developed alongside the Royal Environmental Health Institute for Scotland and should be available in the New Year.

  The Scottish Community Diet Project was the winner of the 1999 Caroline Walker Trust Award in the Consumer Advocate Category and winner of the BBC Radio 4 Food Programme Derek Cooper Award 2000 for "its outstanding work in improving food in Britain."

Scottish Accessible Information Forum

  The Scottish Accessible Information Forum (SAIF) aims to improve the standards and accessibility of information and advice services for disabled people and their carers. The Forum consists of representatives of both organisations for and of disabled people, and information providers. SAIF has published National Standards for Disability Information and Advice Provision in Scotland. It also played a lead role in the establishment of a national disability information service and continues to monitor the operation of the service on behalf of the Scottish Executive. SAIF works extensively with local authorities on the development of local accessible information strategies.

  The Scottish Executive has recently renewed the funding for SAIF for a further three years.

Scottish Health Choices Award Scheme

  This national healthy eating award scheme is administered by the SCC in partnership with the Health Education Board for Scotland and was established in 1997 following recommendations in "Eating for Health. A Diet Action Plan for Scotland" (Scottish Office, 1996). Funded by the Scottish Executive, the Award aims to encourage caterers to provide healthy choices for the consumer; to influence consumer awareness of healthy eating and to stimulate interest in and demand for healthy foods. The Award is open to all eating establishments in Scotland and is based on comprehensive criteria for healthy food choices as well as food safety and hygiene. The caterer must also provide non-smoking areas for the customer and must respect a mother's right to breastfeed.

  The Award also aims to encourage and support inter-agency working among health boards, local authorities, retailers and caterers. The Award is managed locally by each of the NHS Boards, with input from local environmental health departments. At present 14 of the 15 NHS Boards in Scotland are participating in the Scheme.

  The Award has been successful in encouraging applications among private and public sector caterers and suppliers, including bulk applications from caterers working within the school meals service. Following a very successful independent evaluation, in August 2001 the Scottish Executive renewed funding for the Award for a further three years, increasing the level of funding which allowed the capacity of the project to extend and develop further.

6.  GOVERNANCE

  The NCC Board is responsible for the good governance of the generic NCC which comprises the National Consumer Council, the Scottish Consumer Council and the Welsh Consumer Council. The Board's role is the overall strategic direction, development and control of the generic NCC. Key matters such as approval of strategic plans and targets monitoring the Company's operating and financial performance are reserved for the Board. A Memorandum of Understanding sets out the relationship between the NCC Board and the SCC Council. [6]

  The Board has an approval role in relation to the formulation and implementation of UK policy and the formulation and implementation of policy in England.

  The role of the SCC is to further the interests of consumers in Scotland through formulating and implementing policies within the devolved competence of the Scottish Parliament. This competence reflects the UK constitutional arrangements. Therefore, the SCC Council has an independent but not autonomous role in formulating and implementing policies in devolved areas ie all matters not reserved to the UK Parliament.

  The role of furthering the interests of consumers in Scotland also extends to issues affecting consumers that fall within the competence of the UK Parliament and other bodies that operate across the UK.

  The Chair and Council Members of the SCC are appointed by the Secretary of State at the Department of Trade and Industry, in consultation with the First Minister of the Scottish Executive, and according to the Code of Practice of the Office of the Commissioner for Public Appointments. The Board of the NCC does not play a role in their appointment although the Chair of the NCC forms part of the panel that recommends the Chair of the SCC. The Chair of the SCC is a member of the NCC Board.

  The Chair of the SCC is Graeme Millar who was appointed in May 2000 on a time commitment of two days per week with an annual salary of £15,450. There are 13 Council Members who are appointed for their ability to bring a wide range of experience and expertise to policy-making. There is no specified time commitment but members are expected to attend Council meetings, of which there are seven per year, and to serve on at least one SCC sub-committee. Members are unpaid but receive an attendance allowance of £87 per day. Appendix V contains a list of current Council members. [7]

  The SCC has vice policy sub-committees which meet regularly to discuss policy issues in more depth. In addition to Council Members and policy staff, there are co-opted external members to improve the stakeholder input into the SCC. Appendix VI gives details of committee structures and membership. [8]


7.  ACCOUNTABILITY AND LEGITIMACY

  Following consultation with the SCC, the Board of Directors of NCC allocates a proportion of the total grant-in-aid received from the DTI to the SCC to fund its work. The Board of the NCC and the Director of the NCC as Accounting Officer retain overall accountability for how the grant is used. The Director of the SCC is line-managed by the Director of NCC and has delegated authority for finance and performance of the SCC. The NCC's Management Executive is responsible for the efficient and effective management of the organisation and reports to the NCC Board. The SCC's Director is a member of the Management Executive.

  In carrying forward its policies, the SCC Director is accountable to the SCC Council while still ensuring that the policies are consistent with the NCC corporate objectives. In relation to consumer policy, and as Ministerial appointments, the SCC Council members, through the SCC Chair, are accountable to the Secretary of State.

  The responsibilities of the generic NCC and its key structure are set out in the Management Statement and Financial Memorandum, agreed with the DTI. [9]The Management Statement and Financial Memorandum is accompanied by a Code of Best Practice for Board Members, a Code on Openness, a Staff Code of Conduct and Complaints Procedure. The MS and FM also requires the generic NCC to operate a Register of Members' Interests, a Register of Gifts and Hospitality received and a Register of Gifts made.

  The SCC has a very good working relationship with, and enjoys good support from, the DTI.

  The generic NCC, including the SCC, has a series of performance indicators, agreed annually with the DTI. These currently include income generation targets, two stakeholder surveys to measure public profile and connections, and case studies to gauge outcome and impact of work.

8.  QUINQUENNIAL REVIEW

  The most recent quinquennial review of the generic NCC[10] recognised the value of the devolved nature of the organisation. There were efficiencies in the NCC's central control of a wide range of organisational functions and clear lines of accountability for financial performance. The value that was added by the Council of the SCC was to ensure that consumer interests in Scotland were included in the UK policy agenda and where there were significant differences in the policy environment in Scotland the Council could consider and adopt relevant policies for Scotland alone.

  The review highlighted the need for NCC and SCC to have a shared understanding about what issues had UK-wide relevance and to develop shared programmes for tackling them. SCC and NCC have a close working relationship and carry out joint work in a range of areas. This year, for example, joint programmes are being undertaken in: developing methodologies for effective consumer representation; public involvement in the NHS; and sharing best practice in developing the Councils' networks of volunteers so that they are in touch with grass roots concerns.

  The review also noted that the SCC was valued by those with whom it worked for its constructive and clear contributions, its contact with grass roots concerns and its strong focus on the needs of disadvantaged consumers.


9.  REVIEW OF GOVERNANCE

  The more recent review of governance of the whole of the NCC[11] was an opportunity to ensure the SCC Council was fit for its purpose. The SCC Council considered how its structure and membership could best ensure that it fulfilled its role as a devolved policy-making body under the strategic governance of the NCC Board.

  The Council considered that the current size was about right given the range of accountability tasks it has to fulfil. The size was also related to the issue of legitimacy and on balance the members thought the compromise between small size for accountability and larger for legitimacy was about right. The SCC Council is not engaged in the high level strategic direction as the NCC Board. The SCC Council works within the strategic direction set by the NCC Board (having had input to that direction via the SCC Chairman being on the NCC Board). The SCC Council has to be both accountable to a range of stakeholders and also seen as legitimate—at 14 strong it can do this.

  The review of NCC's governance was followed by a review of the SCC's governance, agreed with the NCC and the DTI in October 2001. It was agreed that the current arrangements for Ministerial appointment of SCC Council members would continue and that, accordingly, the DTI would have a formal review annually with the SCC Chair looking at the performance of SCC Council members.

10.  STAKEHOLDER REVIEW

  In a recent independent stakeholder survey, the findings in relation to the SCC were very positive and it was seen as a forward thinking, pro-active organisation:

    —  There was 91 per cent awareness of the SCC among Scottish respondents.

    —  The SCC was rated particularly highly in terms of its representation of the interests of socially excluded consumers and was seen to be "close to consumers" in terms of providing information to them.

    —  Key strengths of the SCC were thought to be: quality of research, independence, and being pro-active and innovative.

    —  Of the three councils which comprise the generic NCC, the SCC was perceived to be the most effective.

    —  In comparison to the NCC and WCC the SCC was perceived to be more successful in its ability to influence government policy and also protect consumer interests.

    —  The majority of respondents believed that the SCC successfully understood the consumer experience, actively sought information from others and had effective links with other organisations.

    —  93 per cent of respondents said that they would be likely to work with the SCC in future.

11.  RESOURCES FUNDING

  The SCC receives core grant-in-aid funding from the DTI, allocated by the NCC Board. In 2001-02, grant-in-aid amounted to £479,270. The grant-in-aid budget for 2002-03 is £493,648.


  In addition to DTI grant-in-aid, the SCC has annual agreed targets for income generation. For 2001-02 the target was £400,000—the actual amount of income raised was well in excess of this figure at £639,854.


The Staff

DTI Funded Staff

  The Director of the SCC is Martyn Evans who is accountable to the SCC Council for carrying forward its policies and to the NCC Director for the finance and performance of the SCC.

  In addition to Martyn, there is a team of three full-time and two part-time policy managers supported by a small team of support staff.

Non-DTI Funded Project Staff

  Ten members of staff are employed on specific projects for fixed-terms and funded by generated income.

  An organisation chart is attached as Appendix VII.

12.  EXTERNAL COMMUNICATIONS

  The SCC's external communications strategy forms part of the generic NCC External Communications Strategy. [12]The overall purpose of the strategy is to support the delivery of the corporate objectives and workplan. In addition, there are a number of communication aims:

    —  to promote and explain the SCC and its work in a clear and consistent way;

    —  to communicate our key messages to a range of stakeholders using a variety of methods;

    —  to become more open and transparent in how we go about policy and research work;

    —  to develop a more pro-active public affairs agenda with parliamentarians and government; and

    —  to develop new communications techniques.

  The SCC has identified its own target audiences in the media and developed a strategy for reaching these audiences. We have no in-house press or public affairs staff but recently reviewed our part-time external communications consultancy, appointed a new contractor and modernised our administrative systems. This has proved successful and our monitoring has shown that we are achieving very good coverage in our target media.

  A key part of our external communications strategy is our website[13] which we manage, develop and maintain in-house. We have recently commissioned a review of the website content and design in order to ensure that the web is supporting our overall communications policies.

APPENDIX II

EVIDENCE TO SCOTTISH PARLIAMENT COMMITTEES GIVEN IN THE PAST YEAR

  Justice 2 Committee:

  Freemasons and the Judiciary

  Public Petitions Committee:

  Regulation of the Legal Profession

  Justice 2 Committee:

  Regulation of the Legal Profession

  Procedures Committee:

  Application of the Consultative Steering Group Principles in the Scottish Parliament

  Transport and Environment Committee:

  Water Industry Bill

  Justice Committees:

  Freedom of Information (Scotland) Bill

  Local Government Committee:

  Public Sector Ombudsman Service

  Equal Opportunities Committee:

  Taking Stock Exercise

  Justice 2 Committee:

  Budget Process (evidence requested on two occasions)

  Rural Development Committee:

  Forward Strategy for Scottish Agriculture

APPENDIX IV

CONSULTATION RESPONSES FROM 2002-03

  Scottish Executive Justice Deaprtment—Freedom of Information: Consultation on Draft Legislation

  Scottish Executive Justice Department—Protecting Our Rights: A Human Rights Commission for Scotland

  Scottish Executive Health Department. Regulation of Skin Piercing

  Department of Health. Nursing and Midwifery Council

  Scottish Executive. Better care for all our Futures

  Scottish Executive Department of Health Community Care Division. Care Development Group

  Scottish Executive National Care Standards Committee: draft national care standards second tranche

  Scottish Executive Justice Department. Title Conditions (Scotland) Bill

  Scottish Executive Education Department: assessment and recording arrangements for children with special educational needs

  Scottish Homes. The single regulatory framework

  Scottish Executive Environment Department. Draft Water Services Bill

  OFT: Codes of Practice

  Scottish Executive. Complaints against the police in Scotland

  OFT: consultation of draft guidance for debt management services

  DTI: consultation on Modernising Our Laws for the Information Age

  Scottish Executive. Draft National Care Standards—Early Education and Childcare

  Scottish Executive. Housing Improvement Task Force Sub group A

  Audit Scotland. Statutory Performance Indicators—Consultation on the 2001 Direction

  Scottish Executive. Public Sector Ombudsmen

  Scottish Executive Justice Department—Striking the Balance: A New Approach to Debt Management

  DTI consultation on Modernising the Consumer Credit Act 1974—Tackling Loan Sharks and More

  Financial Services Agency consultation on the FSA's approach to the regulation of e-commerce

  Royal Society of Edinburgh—Review of Mediation in the Health Services in Scotland

  Scottish Executive Justice Department—Consultation on Civil Court Fees in the Court of Session and the Sheriff Courts

  Scottish Executive Health Department. NHS complaints procedure

  Scottish Executive. Regulation of Care Project. Complaints procedures for Scottish Commission for the regulation of care and Scottish Social Services Council.




1   National Consumer Council, Memorandum and Articles of Association, 1995. Currently under review. Back

2   National Consumer Council, Corporate Plan for the National Consumer Council 2001-02, April 2001. Currently under review. Back

3   Scottish Consumer Council, Workplan 2002-03, April 2002. See also Scottish Consumer Council, Gathering Evidence, July 2002. Back

4   Not published. Back

5   Not published. Back

6   National Consumer Council, Memorandum of Understanding between the Board of NCC and the Councils of SCC and WCC, October 2002. Back

7   Not published. Back

8   Not published. Back

9   National Consumer Council, Management Statement and Financial Memorandum, 1998. Back

10   DTI, Review of National Consumer Council, 1999. Back

11   DTI, Review of the National Consumer Council's Governance Arrangements, February 2001. Back

12   National Consumer Council, External Communications Strategy, May 2002. Back

13   www.scotconsumer.org.uk Back


 
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