This paper is one of a series of papers in which the Scottish Government wishes to set out and (where appropriate) provide an update on its position on various matters relating to the Social Security (Scotland) Bill (the Bill). The purpose of this paper is to set out the Scottish Government’s current policy position on its proposals for dispute resolution process for challenging entitlement decisions, which are referred to as re-determinations and appeals.
We have made a clear commitment to co-designing the new processes for challenging decisions as part of the development of the new social security system. Our service design process will be user centric; working with users on an on-going basis to design and test processes to ensure they are accessible and efficient. Once those processes are designed, the Scottish Government is further committed to using outcomes of re-determinations and appeals to improve decision making and embed a culture of continuous improvement.