Ms Josephine Feehily:

The shorthand definition of culture is "the way things are done around here". That message of lack of confidence in the complaints system is widespread, even from people who have never engaged with it. Therefore, it will be critically important that confidence is built in a new system. When confidence in something gets damaged, changing the packaging is not going to bring confidence in a new system nor is a new regulation or primary law. The confidence comes not just from having a good complaints system but having confidence that there will not be reprisals or other kinds of consequences. There is a culture of thinking we cannot go near the complaints system, not just because it will not solve our complaint but because there may also be a backlash. Any help the committee members can give in building confidence as to how to bring forward complaints safely, where a person senses they are safe, is going to be very important. That is not something that can be put between the covers of an Act. There is a fierce lot of work to be done in that space as well.