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EDINBURGH STAFF TO BE TOLD HOW TO APOLOGISE

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The local government ombudsman has ordered Edinburgh City Council to pay£250 to people who have complained to the ...
The local government ombudsman has ordered Edinburgh City Council to pay£250 to people who have complained to the authority and have not received an apology for an official's error.

The Scotsman (p10) reports that the fine was levied because the council's city development department did not apologise correctly or quickly enough to the victims of a planning official's wrong advice.

Now the staff are to be given guidance on how to make apologies after the department admitted in a report that the staff did not explain their actions or say sorry because they had not been advised how to do so.

Morag Stevenson, secretary of the Edinburgh branch of Unison, blamed the council's own management guidance for the problem. 'Staff are often told not to say anything to the public in case it gets the council into legal difficulties,' she said.
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