Our Charter

The Social Security (Scotland) Act 2018 required the Scottish Government to create Our Charter.

The purpose of Our Charter is to set out what people should expect from the new social security system, which we will administer. It explains in clearer terms how we will uphold the Principles in the Act , how we will make sure that we are taking a human rights based approach to what we do and how we will demonstrate dignity, fairness and respect in all our actions.

As with everything in this new system, Our Charter was created with people and not for them.

Organisations with an interest in the work of Social Security Scotland, people designing the new system and those who will administer and – importantly – those who will use this new public service, were all involved in the creation of Our Charter.

Our Charter is more than a corporate document. If you feel that we are not meeting the commitments set out in this you are able to complain and we will investigate and make improvements where we need to.

We want to make sure that everyone is aware of Our Charter, their rights and how to use this document.

We will provide a summary of Our Charter with every letter we send detailing the outcome of an application, we will display it in our offices and we will make it available here and on mygov.scot, which is the website where clients should go for information on the benefits that we deliver.

We have also proactively produced this in a range of accessible formats including video with British Sign Language, audio, large print, Easy Read, which are linked to below. In addition, you can also find Our Charter below in Farsi, Mandarin, Cantonese, Urdu, Gaelic, Polish and Arabic.

If you would like any of these formats sent to you by post, a Braille copy of Our Charter in any other language, you can get this by calling 0800 182 2222.


Our Charter PDF (378 kb)
Our Charter - Easy Read PDF (2,188 kb)
Our Charter - Mandarin PDF (398 kb)
Our Charter - Farsi PDF (386 kb)
Our Charter - Urdu PDF (6,970 kb)
Our Charter - Arabic PDF (385 kb)
Our Charter - Polish PDF (348 kb)
Our Charter - Gaelic PDF (329 kb)