Introduction Section 2: Reform of system for redress of individual grievances
5. Section 2 inserts new Part 14A into the Armed Forces Act 2006. This provides the framework for the new system for dealing with the redress of service complaints in new sections 340A to 340O of the 2006 Act. Although there will be many similarities between the reformed system and the existing one, changes will include making the system more streamlined by ensuring that matters will be decided with no more than one level of appeal. This will involve removing the current right in all cases to go to the Defence Council; and removing the ability of a limited number of Service personnel to have a service complaint referred to Her Majesty. The underlying policy aim is that the Defence Council will identify the lowest level with the necessary authority to deal with a complaint fully, as well as a higher level to provide a single level of appeal. In some cases, however, the sole level of decision will be at Defence Council level given the nature of those cases or their wide reaching potential implications.
6. The Defence Council, which is responsible for the command of the armed forces, will, as now, be responsible for making regulations providing in detail for the internal system of redress which meets the requirements of the new legislation.
7. The Secretary of State will also have functions of making regulations about certain aspects of the internal system, specifically about:
	matters excluded from the internal system (under new section 340A)
	who may be appointed to decide complaints and as to when, for example, independent members are required (under new section 340E)
	the role of the Ombudsman (under new sections 340H, 340I, 340L and 340N).
New section 340A Who can make a service complaint?
8. This section deals with who can make a service complaint. As under the existing system, serving or former members of the armed forces will be able to bring a complaint where they think they have been wronged in relation to their service in the armed forces. It also provides in section 340A(4) for the Secretary of State to make regulations regarding which complaints are excluded from the system.
New section 340B Procedure for making a complaint and determining admissibility
9. This new section provides in subsection (1) for the Defence Council to make regulations - referred to in the new Part 14A as "service complaints regulations" - about the procedure for making and dealing with a service complaint. It also states some key aspects of bringing a complaint that must be covered in the Defence Council regulations. The complaint must go to an officer who will decide whether the complaint is admissible. The officer must tell the complainant of his decision. If the officer rejects the complaint, the complainant will be able to go to the Ombudsman for a final decision on admissibility. The regulations may specify a time limit for bringing a complaint, which must be at least three months after the matter complained about happened.
10. A number of issues may arise at this stage such as whether the person has identified a potential wrong relating to his or her service in the armed forces, whether the complaint is about an excluded matter or whether it is made outside the applicable time limit.
New section 340C Decisions on service complaints
11. Under this section the Defence Council regulations will have to provide for the Council to appoint a person, a panel of persons, or the Council itself, to decide a complaint and to grant any appropriate redress within the authority of the person, panel or Council. The Defence Council will have to ensure that any person or panel appointed is or will be authorised by the Council to grant appropriate redress.
New section 340D Appeals
12. It is expected that, ordinarily, complaints will follow a two stage process involving an initial decision and (if required) an appeal. This section sets out stage two of the reformed system, which will only apply in respect of service complaints that are not considered by the Defence Council itself in the first instance. Under this section the Defence Council will be able to consider the appeal itself or to appoint a person or panel to do so. Again the Defence Council will have to ensure that whoever is appointed is or will be authorised by the Council to grant appropriate redress. Defence Council regulations may specify a time limit for bringing an appeal, which must be at least six weeks from the time the complainant received the initial decision.
New section 340E Further provision about persons and panels deciding service complaints etc
13. The Secretary of State will have the power to make regulations under section 340E(1) regarding the eligibility and independence of any person or panel appointed by the Defence Council under section 340C or 340D. Under this power it may be appropriate to exclude, for example, persons who have previously been involved in the matter. Independent members may be required in a number of circumstances, including in some cases to meet requirements of independence under article 6 of the European Convention on Human Rights.
New section 340F Investigation of complaints and delegation of Defence Council functions
14. Under this section, the Defence Council may authorise someone to investigate a service complaint on behalf of the Council, or on behalf of a panel or person appointed to decide the complaint or to determine an appeal relating to the complaint. It also provides that regulations made by the Defence Council may enable the Council to delegate some of its functions to other persons.
New section 340G Service complaints: other time limits
15. Time limits can be put in place by Defence Council regulations for taking different steps in the process. It is also envisaged that regulations will provide the Ombudsman with the power to review decisions not to proceed with a complaint because the complainant has failed to meet a time limit.
New section 340H Ombudsman investigations
16. This section describes the Ombudsman's investigation powers.
17. The first two cases to which those powers relate are service complaints in respect of which a final determination has been made under the internal redress system set out in the preceding provisions of new Part 14A for the Armed Forces Act 2006 (see new section 340H(1)(a) and (b) and (5)). If a complainant is unhappy with the outcome of a service complaint, or about the way the internal system has worked, he or she will be able to apply to the Ombudsman for an investigation into the complaint or an alleged maladministration in connection with the handling of the complaint.
18. Where the Ombudsman investigates a service complaint, the purpose of the investigation (as set out in new section 340H(6)) is to decide whether the complaint is well-founded and, if the Ombudsman thinks it is, to consider what if any redress would be appropriate. Where the Ombudsman investigates alleged maladministration in connection with the handling of a complaint, the purpose of the investigation is to decide whether the allegation is well-founded and, if the Ombudsman thinks it is, to decide whether the maladministration has or could have resulted in injustice to the complainant. In addition, where the Ombudsman investigates a service complaint or alleged maladministration, the Ombudsman can go on to investigate other, non-alleged maladministration where the possibility that such maladministration may have occurred becomes apparent during the course of the investigation (new section 340H(7)).
19. Regulations made by the Secretary of State may set a time limit for applying to the Ombudsman to investigate a service complaint or an allegation of maladministration in the handling of a service complaint, where the complaint is one that has been finally determined under the internal redress system. The time limit must not be less than six weeks after the complainant is notified of the final determination in the internal system. This is important in ensuring not only that allegations relating to service complaints that have been finally determined are examined while the circumstances are still reasonably current, but also that, after a set period, all parties can have some confidence that the matter is closed.
20. Where the Ombudsman has already investigated a service complaint that has been finally determined under the internal system, or an allegation of maladministration in connection with the handling of such a complaint, new section 340H(11) provides that the Ombudsman cannot investigate a subsequent application relating to the complaint except in circumstances set out in regulations made by the Secretary of State.
21. The other cases to which the Ombudsman's investigation powers relates are concerned with allegations of undue delay: see new section 340H(1)(c) and (d). The Ombudsman may investigate:
	an allegation of undue delay in the handling of a service complaint that has not yet been finally determined under the internal redress system;
	an allegation of undue delay in the handling of a "relevant service matter" - that is, a matter of a kind about which a service complaint may be made or could have been made but for the expiry of a time limit in accordance with the service complaints regulations.
22. The purpose of an investigation into alleged undue delay is to decide whether the allegation is well-founded and, if the Ombudsman thinks it is, to decide whether the undue delay has or could have resulted in injustice to the complainant. There is to be no formal time limit for applying for an investigation under new section 340H(1)(c) or (d) into undue delay.
New section 340I Procedure on Ombudsman investigations
23. The Ombudsman will have a power to decide whether to take on a case and when to bring it to an end. The Ombudsman will also have a power to investigate a service complaint or allegation in whole or in part. If the Ombudsman is satisfied that particular aspects of a complaint or allegation have already been satisfactorily dealt with, this power would permit the Ombudsman not to re-open those aspects. Where there has been an appeal in the internal process the Ombudsman's main focus will usually be on the appeal level, but - when carrying out an investigation under new section 340H(1)(b) into maladministration - the Ombudsman will be able to look at maladministration at any stage (including before the making of a service complaint) to see whether it may have 'infected' the final decision.
New sections 340J Power to require information, documents and evidence and 340K Obstruction and contempt
24. Under the internal redress system the Defence Council, as head of the chain of command, will be able to get the information they need to look into a complaint. As an outsider, the Ombudsman is given statutory powers to compel, if necessary, the production of documents or other information for the purposes of an investigation. To this extent, this Ombudsman, like others, will have a position like that of a judge in civil proceedings. Under section 340K the Ombudsman will have the backing of the powers of the courts if someone unlawfully obstructs him or her in carrying out an investigation or does something which would count as a "contempt" of court.
New sections 340L Report and recommendations and 340M Action following receipt of report
25. After completing an investigation under new section 340H, the Ombudsman will be required to produce a report setting out his or her findings and any recommendations resulting from those findings. The recommendations that may be made following particular kinds of investigation are set out in new section 340L(2).
26. The Ombudsman's report will have to be sent to at least the Defence Council and the person who brought the complaint. The Secretary of State may make regulations containing provision for the correction of accidental errors in reports and about obligations that may be imposed on persons to whom reports are sent. The Defence Council will be responsible for considering the Ombudsman's findings and recommendations and telling the Ombudsman what steps will be taken in response to them. This could involve a reconsideration of the complaint, in the light of the Ombudsman's recommendations, by a person, a panel of persons or the Defence Council itself. This means that the Defence Council will not be free to ignore the Ombudsman's recommendations, but will have some leeway in deciding what to do.
New section 340N Referral of certain allegations
27. As the Service Complaints Commissioner under the existing system, the Ombudsman will be able to receive from anyone allegations of wrongs done to a particular person in the armed forces. The Ombudsman will be able to refer an allegation to the officer who would receive a complaint from a complainant. That officer must then inform the prospective complainant that the allegation has been received and ask whether that person wants to complain and, if the person does want to complain, whether he or she knows how to do so. Regulations made by the Secretary of State will specify that the Ombudsman will then have to be kept updated about whether a service complaint has been brought and, if so, how it progresses.
New section 340O Annual report by Ombudsman
28. The Ombudsman will have to prepare an annual report to the Secretary of State for Defence. It will focus on the efficiency, effectiveness and fairness of the reformed system and how the Ombudsman has exercised his or her functions. The report will be placed before Parliament.