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Complaints

If a member of the public has failed to receive a service in Welsh from a public organization, they may make a complaint to the Welsh Language Commissioner. The Commissioner may consider the complaint if there is evidence that the organization has failed to provide a service in accordance with its language scheme.

Making a complaint about the implementation of a Welsh language scheme
Usually, the complainant would be expected to make the complaint to the organization first, to give it a reasonable opportunity to respond. The Commissioner believes that 12 weeks is a reasonable period for an organization to provide a final response to the complaint.

The complainant is expected to make the complaint within 12 months of becoming aware of the problem. However, the Commissioner may investigate complaints that do not meet these requirements if the complaint is urgent, or shows a serious failure by an organization to implement its language scheme.

Resolving a complaint about the implentation of a Welsh language scheme
If the Commissioner can investigate your complaint, she will see if the matter can be resolved informally by discussing it with the organization. If this isn’t possible - especially if the complaint shows a serious failure on the part of the organization to implement its language scheme -  the Commissioner will hold a statutory investigation.

If the Commissioner finds that the organization has failed to implement its language scheme, she may

  • make recommendations on how the organization should rectify the situation and
  • publish a report on the investigation into the complaint.

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